Kevin Williams Email and Phone Number
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With nearly two decades leading Customer Success, Support, and Professional Services organizations, I've honed a unique blend of strategic vision, operational excellence, and technical acumen. My career is defined by transforming post-sales teams, implementing innovative customer engagement strategies, and driving exceptional retention rates and customer satisfaction.Key achievements:* Led global teams to achieve industry-leading net retention rates and NPS scores of 70+* Consistently improved margins through process optimization and strategic resource allocation* Restructured and scaled customer-facing teams, resulting in improved performance and satisfaction metrics* Pioneered AI integration into Customer Success workflows, boosting efficiency and response times, while improving margins* Expanded operations into EMEA and developed strategies for APAC market entryI'm passionate about fostering customer-centric cultures that drive business growth. My approach combines data-driven decision-making with a deep understanding of customer needs, allowing me to align cross-functional teams toward common goals. Whether it is revamping onboarding processes, developing tiered management strategies, or launching innovative support solutions, I've consistently delivered results that benefit both customers and the bottom line.As a leader, I believe in building engaged, high-performing teams. I've implemented career development programs, established clear metrics and career paths, and cultivated inclusive cultures that result in industry-low turnover rates. My teams don't just meet targets – they exceed them, driving customer advocacy and sustainable growth.I'm always eager to discuss the evolving landscape of Customer Success and how we can leverage technology and human expertise to create exceptional customer experiences. Let's connect and explore how we can drive the next wave of innovation in customer-centric business strategies.
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Vice President Global Customer SuccessConcentric Ai Nov 2024 - PresentSan Mateo, California, Us
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Customer Success Strategy ConsultantSelf-Employed Oct 2023 - PresentI build high-performance teams that transform how companies support and retain customers. Starting from scratch, I've grown global teams to over 150 people, creating scalable processes that drive real growth. My approach? Getting different departments to work together smoothly towards a common goal: successful customers achieving measurable results. With years of hands-on experience, I help businesses turn customer relationships into a powerful engine for sustainable growth.
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Svp Customer SuccessTracer Mar 2021 - Oct 2023Salt Lake City , Utah, UsTracer is a leading provider of brand protection and digital content monitoring solutions for the world's largest and most popular brands.As SVP Global Customer Success, I led the global Customer Success, Professional Services, and Registrar teams, driving customer retention and satisfaction as a member of the executive team reporting directly to the Board of Directors.Key accomplishments:* Designed and implemented a Customer Success Strategy resulting in industry-leading net retention of over 100% and an NPS of 70* Restructured post-sales team into distinct Customer Success, Services, Support, and Registrar teams, establishing defined roles and metrics* Built an engaged employee culture by creating values, a vision and mission statement, career paths, and job/pay leveling, resulting in industry-low voluntary turnover rates and increased productivity.* Established best practice managed services workflows, allowing for proactive recommendations, industry insights, and a consistent experience across customers* Improved service margin by 8% through task automation and optimized utilization rates* Established CSM function that directly owned retention with clear revenue targets, training, and CS plays* Expanded Customer Success into EMEA and developed China expansion strategy* Integrated AI into Customer Success workflows, automating tasks and boosting efficiency* Build the customer onboarding process, leading to increased customer satisfaction and year 1 retention rates* Developed Brand Protection strategy playbook, increasing new business win rate and net retention* Spearheaded collaboration between Product and Engineering to ensure alignment of customer needs with product requirements* Partnered with Marketing to launch customer referral, newsletter, and whitepaper programs, driving new business -
Svp Customer SuccessAct-On Software, Inc. Feb 2018 - Mar 2021Act-On Software is a leading provider of marketing automation solutions for small and mid-sized businesses. As SVP Global Customer Success, I led the 100+ member post-sales customer-facing functions, including Customer Success, Professional Services, and Customer Support, as a member of the executive team reporting to the Board of Directors with ownership of customer renewals.Key accomplishments:* Implemented a cross-functional customer-centric strategy, resulting in a 60-point improvement in NPS and a 23% increase in renewal rates* Overhauled onboarding process, improving first-year customer renewal rate by 35%* Enacted a tiered customer management strategy, improving the renewal rate of top accounts by 10%* Rebuilt Customer Success organization after a massive restructure, rehiring over 80% of the team in the first three months* Restructured Professional Services organization, resulting in a 15% improvement in retention rate for customers who used PS* Developed Support and Professional Services solutions, generating 7 figures in annual recurring revenue* Improved Support processes, reducing case volume by 50% while improving Customer Effort Score by 20%* Implemented an engaged employee culture, reducing voluntary turnover by 15% and scoring the highest on employee NPS* Developed a strategic partner ecosystem ensuring benefits for customers, partners, and Act-On* Expanded Support and Professional Services internationally, with an office in the U.K.* Launched Act-On's community, driving customer self-service, education, best practices, and thought leadership conversations* Spearheaded collaboration between Product and Engineering to ensure alignment of customer needs with product requirements
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Vp Customer SuccessAurea Software Jun 2017 - Feb 2018Aurea is a software company that acquires and operates enterprise software businesses. As the VP of Customer Success, I led the integration of the Customer Success and Support organization into Aurea following the Jive acquisition, establishing Aurea's inaugural Customer Success organization.Key accomplishments:* Led the integration of the Customer Success and Support organization into Aurea post-Jive acquisition* Established Aurea's first-ever Customer Success organization* Initiated a cross-functional Customer Success program to enhance transparency, foster accountability, and drive sustained business value for Aurea's customers
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Vp Global Customer Support And SuccessJive Software Aug 2006 - Jun 2017Austin, Texas, UsJive Software was a leading provider of communication and collaboration (intranet/extranet) solutions for enterprise businesses. As the VP of Customer Support and Success, I led a 100+ member Customer Support and Customer Success team, fostering a customer-centric culture that contributed to Jive's rapid growth and IPO. I also led the Data Center/TechOps teams as we transitioned from On-Premise to SaaS software.Key accomplishments:* Developed Premium Support solutions and introduced Jive's first Customer Success team, resulting in eight figures of annual revenue and increasing renewal rates by 12%* Created an award-winning Customer Support experience that quadrupled self-service question resolution* Launched the customer feedback program, driving continuous improvements in Product and Support* Implemented comprehensive training and tooling, improving agent knowledge and increasing productivity by 10%* Created a 24x7 support experience with offices in the U.S. and EMEA* Developed an employee career growth program, leading to many of Jive's most talented employees in all departments coming from Support* Transitioned Jive from an On-Premise to a Cloud model, resulting in a core go-to-market strategy shift* Formulated pricing strategies for Technical Operations and Cloud product offerings* Deployed virtualization and monitoring for Technical Operations, saving Jive 30% in infrastructure costs while improving availability* Implemented backlog, bookings, and utilization processes for Professional Services, optimizing forecasting and resource allocation -
Senior ConsultantCenterlogic Oct 2004 - Aug 2006
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Chief Technology OfficerEquiscape Jan 2002 - Mar 2004
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OwnerTarity Mar 2001 - Jan 2002
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ConsultantEmerald Solutions 1999 - 2001
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Process AnalystAccenture Jul 1999 - Nov 1999Dublin 2, Ie
Kevin Williams Skills
Kevin Williams Education Details
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Oregon State UniversityCivil Engineer -
Linfied CollegeApplied Physics
Frequently Asked Questions about Kevin Williams
What company does Kevin Williams work for?
Kevin Williams works for Concentric Ai
What is Kevin Williams's role at the current company?
Kevin Williams's current role is Customer Success Executive | Driving Growth Through Customer-Centric Strategies.
What is Kevin Williams's email address?
Kevin Williams's email address is ke****@****-on.com
What is Kevin Williams's direct phone number?
Kevin Williams's direct phone number is +150370*****
What schools did Kevin Williams attend?
Kevin Williams attended Oregon State University, Linfied College.
What skills is Kevin Williams known for?
Kevin Williams has skills like Saas, Enterprise Software, Cloud Computing, Integration, Leadership, Management, Data Center, Software Development, Sharepoint, Agile Methodologies, Salesforce.com, Business Intelligence.
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