Alysa Williams Email & Phone Number

Florida, United States

As Customer Success Director, I oversee a team responsible for the complete post-sale lifecycle of a portfolio of SaaS products, including Technical Support/Success, Onboarding, Customer Education and CSMs. I directly interface with an executive team, representing voice of customer and ensuring customer perspective is reflected in our products. I partner with marketing and revenue teams to positively influence customer experience and execute communication, engagement and satisfaction campaigns. The best part? I get to lead and work with a team committed to customers and their success - one that is excited to continuously iterate, evolve and scale.

As interim Director of Customer Success, I led a strategic restructuring of the Customer Success department — centered on long term scalability and customer domain. This was a ground-up restructure in which I built a strategic, long-term vision and supported that vision with shorter term objectives to improve the holistic post-sale customer lifecycle. I built new teams, generated new roles/job descriptions and implemented new career paths to best fit the needs of Infotech’s customers AND our internal teams. The moral of this story? A structured team that could better support each specific customer domain — a team that could better respond to the needs of our customers. The redefined structure allows teams to specialize in their craft and become experts in their portion of the post-sale lifecycle while still remaining agile and flexible enough to wear multiple hats when the need arises.

Gainesville, Florida

As the Assistant Director of Onboarding, I lead the team responsible for the onboarding of our SaaS portfolio of products. I establish onboarding processes, ensuring customer value is maintained — mixing a strategy of both high-touch and high-tech onboarding approaches based on customer domain/need. I establish and regularly report on onboarding metrics and KPIs, and introduce automated processes to better scale onboarding overall. In addition to team leadership and people management responsibilities, I’m also responsible for actively onboarding our customers — teaching them how to use our products and developing long term relationships with our strategic, champion customers.

Gainesville, Florida

> Management of production software project deliverables, projections and schedules.> Product leadership and direction.> Internal construction products subject-matter expert. > Management and tracking of annual team and product-level objectives and goals.> Customer liaison with a focus of continued user relationships, management and support.> Competitive analysis and research to improve product functionality, product sales and ROI.

Gainesville, Fl

Gainesville, Fl

Gainesville, Florida Area

Bachelors Of Architecture (B.Arch)

Minor In General Psychology