India Williams Email & Phone Number

Chapel Hill, Nc, Us

Delivered exceptional value to Cisco’s top-tier collaboration customers with Annual Recurring Revenue (ARR) of $250K+, driving product adoption and renewals.• Spearheaded efforts that led to increase in product adoption YoY across a global client base.• Established trusted advisor relationships with executive stakeholders, influencing decision-making and maximizing product usage.• Partnered closely with Sales, Renewals, Services, and Cisco Partners to deliver a cohesive and integrated approach to customer success, ensuring consistent and high-quality service delivery.• Managed end-to-end customer lifecycle, ensuring seamless onboarding, training, and proactive support.• Consistently recognized by clients and internal teams for driving impactful business outcomes and influencing customer renewals.

Managed change initiatives and process improvements for the Excellence & Standardization team, driving strategic adoption across Cisco Managed Services.• Automated and streamlined SOPs, enhancing team efficiency.• Established and led the Change Champion Ambassador Network, increasing program adoption by 30%.• Appointed Giveback Champion, organizing successful in-person and virtual community service events.

Led quality assurance efforts for global change management processes within Cisco Managed Services, ensuring high standards of service delivery and operational efficiency.• Improved change request quality by 60% over 12 months through meticulous evaluation, scoring, and feedback on global change management tickets.• Collaborated with cross-functional teams to automate and streamline internal processes, resulting in enhanced efficiency and reduced processing time.• Monitored key performance indicators (KPIs) and presented insights to leadership, driving continuous improvement in change management practices.

Managed a portfolio of over 50 U.S. Commercial accounts with an ARR exceeding $1 million, ensuring client satisfaction and driving lifecycle success.• Developed and executed comprehensive customer success plans tailored to individual client needs, enhancing overall customer experience and retention.• Actively engaged with customers to understand their business objectives and pain points, providing strategic guidance and support to maximize the value derived from Cisco products and services.• Identified and formulated expansion opportunities within existing accounts, contributing to revenue growth and increased client investment in Cisco solutions.

Morrisville, North Carolina

Led strategic customer success initiatives, managing a portfolio of 200+ enterprise accounts to ensure customer retention, product adoption, and satisfaction.• Drove a reduction in customer churn by developing personalized success plans, conducting regular check-ins, and proactively addressing customer needs.• Collaborated cross-functionally with sales, product, and technical teams to optimize onboarding, resolve issues, and identify upsell opportunities, resulting in increased revenue.• Delivered impactful business reviews and success metrics, strengthening customer relationships and ensuring alignment with long-term goals.

Developed and delivered training content to enhance product adoption and employee performance.• Led thought-leadership webinars, engaging over 500 participants per month, resolving technical issues in real-time.• Partnered with departments to create dynamic, impactful training programs.• Contributed to comprehensive knowledge base materials for clients and internal staff, enhancing the onboarding experience and self-service resources.

Ensured high-quality customer interactions by evaluating and improving support processes and agent performance. Played a key role in maintaining customer satisfaction and enhancing service delivery.• Monitored and evaluated customer support interactions, providing feedback that improved agent performance and increased customer satisfaction.• Analyzed support data and trends to identify inefficiencies, leading to a reduction in resolution time MoM, while collaborating with training teams to enhance support effectiveness.• Led monthly quality review sessions, providing actionable insights to support leadership and helping to shape the strategic direction of the customer support team.

Provided expert-level support for iContact's email marketing platform, serving as the go-to resource for both clients and internal teams.• Collaborated closely with product development and engineering teams to identify and resolve recurring technical issues, contributing to a 15% reduction in customer support tickets.• Provided actionable feedback to product development on customer needs and feature improvements, driving enhancements that aligned with market demands.

Cary, Nc

Durham, Nc

Raleigh, North Carolina, United States

Education record

Corporate Communication Certificate

Education record