Evan Williams Email & Phone Number

California, United States

New York, NY, US

Santa Rosa, CA, US

New York, New York, US

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions. Apply here: https://catalyst.io/coaching-corner

San Francisco, CA, US

Irvine, CA, US

Irvine, CA, US

• Winner of 2019 Top Performer award.
• Trained, supervised, and mentored a ​team of six direct reports handling ​account management activities including driving client health and adoption, upsells, expansions, retention/renewals, referrals, and references.
• Managed and reported team net and gross ARR retention performance and forecasting, as well as upsell pipeline to VP of Client Success and CCO.
• Built dashboards to optimize team workload balancing and account assignments.
• Led team skill development workshops focused on renewal and upsell strategy in order to drive team performance.

Irvine, CA, US

• Responsible for successful client journey from onboarding/adoption to renewal and expansion.
• Built strong relationships with customers and drove achievement of KPIs and business outcomes.
• Managed a book of business of ~180 accounts and ~$2M in ARR.
• Reinforced value and negotiated renewals and expansions with key stakeholders.
• Served as a team lead for six months prior to Manager, Client Success promotion.

Boca Raton, Florida, US

• Managed high priority and strategic clients. Acted as an escalation resource to other CSMs with complex technical issues.
• Managed the Mosaic Partnership program by seeking out and establishing relationships with third-party software vendors. Acted as a technical resource for partner development teams.
• Assisted Client Solutions team manager with workload management, staffing, and feedback processes.
• Interviewed, evaluated, and trained new CSM team members using internal tools and resources.
• Developed and maintained separation process to assist clients in transitioning their mobile applications post-contract.
• Managed client administrative life cycle: creating client instances in SaaS system, assigning clients to Client Solutions Managers for implementation, maintaining a list of active/inactive/terminated clients, etc.

Boca Raton, Florida, US

• Worked with client universities to strategically plan and implement iOS, Android, and Mobile Web applications.
• Led project-planning calls to introduce new clients to product features, implementation processes, and data requirements.
• Served as project manager for as many as 15 implementations concurrently in a client-facing position.
• Managed client data, communications, and timelines in Atlassian JIRA and Salesforce Desk ticketing systems.
• Developed relationships with international clients in Australia, Canada, and the United Kingdom.
• Responsible for scoping projects with clients and ensuring both timeliness of delivery and quality of final product.

• Repaired student and faculty computers and mobile devices with various hardware and software problems.
• Assisted faculty with technical support involving the university's registration and active directory systems.
• Configured department shared drives and migrated user data and preferences between machines.
• Supported users remotely using KBox and LogMeIn.