Kevin Williams Email & Phone Number

San Mateo, California, Us

I 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.

Salt Lake City , Utah, Us

Tracer 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

Act-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

Aurea 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

Austin, Texas, Us

Jive 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

Dublin 2, Ie

Bs, Civil Engineer

Applied Physics