Taevosha Williams, M.S. Email & Phone Number

Austin, Tx, Us

Austin, Texas, United States

- Execute on one-to-many customer engagement strategies for our long-tail customers. The Strategic Digital CSM will thrive using analytics to prioritize in an ambiguous environment.- Monitor customer usage data, health indicators, and renewal dates to inform segment-specific success programs.- Ensure Envoy customers derive maximum value from their investment in our platform, utilizing key features and products.- Serve as a customer advocate to the rest of the organization, working cross-functionally to monitor success and inform the product.- Represent Envoy as a domain and product expert in customer interactions, and online in both customer-facing and internal communities- Provide coaching and mentorship to the Scale Customer Success Managers, helping them to become a best-in-class customer success unit.

United States

Cambridge, Massachusetts

- Work collaboratively in a team of CSMs managing a shared install base of 12,000+ SMB, MM, and Enterprise customers- Engage customers emails and calls to resolve inquiries by aligning customers with the right resourcesPartner with internal teams like marketing, sales, product management, engineering, and customer training to maintain and grow customer investment across HubSpot's platform- Service qualified lead attainment of 103% and conversion rate of 55% - Positively contribute to a team culture of skill development and peer-to-peer feedback by creating content and hosting monthly tips & tricks meetings - Team lead for mentorship program, Customer Success global development programs, and automation - Ascertain customer goals and collaborate on customized inbound strategic plans while driving customer accountability- Number 8 on a team of 40+ Customer Success managers globally to maintain high retention on customers, saving $344K in ARR

- Onboarding new customers: guiding them through the process of getting started with a company's products or services.- Building relationships: regularly communicating with customers to understand customer needs and address any issues they may have.- Providing customer support: handling customer inquiries and resolving any problems the customer may encounter.- Identifying upsell opportunities: working with customers to identify areas where the customer could benefit from additional products or services.- Monitoring customer usage and engagement: using data and metrics to track customer engagement and identify opportunities for improvement- Collaborating with other teams: working closely with sales, marketing, and product teams to ensure that customers are getting the support they need.- Implementing customer retention strategies: developing and executing plans to retain customers and reduce churn.

- Use internal tools to create and execute a comprehensive client engagement and communications strategy that proactively maintains high customer satisfaction and strong alignment towards customer objectives- Develop a strategic account plan to manage customer deliverables from initial onboarding to completion- Serve as the HubSpot subject matter expert (SME) providing guidance that enables customers to drive impact and increases collaboration across their organization - Implement and share best practices to ensure customers are realizing the greatest possible value from HubSpot- Explore client use cases to gain insights, provide guidance and increase customer adoption and satisfaction- Create strategic playbooks for your customers that can be implemented proactively to help clients advance their sponsorship strategies- Serve as the primary point of contact to manage and resolve issues with the help of the technical support team- Be an internal advocate for client needs to help capture and capitalize on feedback to drive product and services improvement

- Navigate a high volume of sales and product inquiries - Assist in removing technical barriers for our users and recommend best next steps/practices- Manage a high volume of sales and product-related questions- Partner cross-functionally within HubSpot to provide a world-class experience for HubSpot users/customers alike- Coordinate and arrange high-quality appointments with the appropriate sales team members for an Inbound Growth Assessment

Cambridge, Ma

- Help small and mid-sized companies realize the potential of digital marketing- Work closely and collaboratively with colleagues to develop and implement appropriate prospecting strategies- Conduct needs qualification analysis with specific prospects as assigned- Manage high volume prospecting to qualify leads through calls, emails, and social media- Create an inbound marketing company, develop a website using HubSpot’s software platform, and present to leadership team

Boston, Massachusetts

- Serves as the lead point of contact for all customer account management matters- Builds and maintains strong, long-lasting client relationships- Negotiates contracts and close agreements to maximize profits- Ensures the timely and successful delivery of our solutions according to customer needs and objectives- Develops new business with existing clients and/or identify areas of improvement to meet sales quotasPrepares reports on account status- Assists with challenging client requests or issue escalations as needed

• Manages 14 program staff, 2 program operations, services, and implementation of programs and processes • Leads monthly meetings, workshops, seminars, and recruitment of staff • Creates and delivers PowerPoint presentations regarding program efficiency to internal and external team members• Identifies issues and provides information to supporting site staff• Prepares a variety of documents and reports such as attendance, budget, daily activity, and daily program content• Translates Massachusetts Department of Early Education and Care (EEC) regulations into daily practices and program policies• Manages evaluation and assessment procedures for the program• Direct affiliation with the Boston Celtics, Connecticut Sun, and Red Sox • Provides progress reports to parents, schools, and the sponsoring organization• Plans, schedules, and implements structured, high-quality programming that aligns with social emotional learning• Monitors participant attendance, staff hours, and secures central delivery of program fees• Promote membership and program enrollment • Maintains manual and electronic files and records for the purpose of documenting activities, providing written references, and meeting mandated requirements• Reviews and negotiates an array of topics such as grants, community service projects, and inventories to gain knowledge on trends, changes, and making valuable recommendations• Responds to inquiries of staff, district personnel, public program participants, and other stakeholders by providing information and direction both on site and remote

Springfield, Massachusetts Area

Greater Boston Area

• Explained in detail various concepts in easy-to-understand terms• Worked effectively with 20 students of various ages from children to adults at different learning levels• Communicated with over 40 parents and teachers regarding their student/child’s progress• Met with students on a one-to-one, small-group, drop-in, or classroom tutoring format(s) to provide learning assistance • Engaged in academic activities with selected students either one-on-one or with small groups collaboratively with the school supervisor and staff members to assess the student’s needs and how best to address the need

Greater Boston Area

• Assisted in game day operations and management of 14 sport programs• Recruited over 20 athletes for track and field• Assisted in daily operations with coaching staff• Secured and scheduled athletic facilities for intercollegiate practices and home contests in coordination with head coaches, athletic training and sports information; assisted with scheduling of rentals/outside groups for over 100 athletes• Provided appropriate orientation and information sessions for prospective and current student-athletes• Assisted with the recruitment, hiring, training and assigning of work to 6 part-time staff and students

Springfield, Massachusetts Area

• Drafted business plan for summer workout program and tryouts• Communicated with 450 student-athletes• Managed and monitored 48 coaches and 30 sports programs• Promoted academic achievement for student-athletes

Master Of Science (M.S.), Sport Leadership

Bachelor Of Science (B.S.), Sport Management

Activities and Societies: Vice President of the Multicultural Student Union