William P. Email & Phone Number

Lincoln, Ne, Us

• Increased overall retention from 80% to 92% within first 90 days by implementing customer engagement motion and success planning to ensure customers achieved ROI.• Decreased time to first value from 90 days to 30 days by transforming off-shore Data Entry team into onboarding department through upskilling and implementing full onboarding motion.• Responsible for four department managers as direct reports, including Client Success, Support, Onboarding & Professional Services, Education, and Community teams.• Developed first Client Health Score and segmentation strategy to improve forecasting and implemented segmentation through a tiered engagement program.• Leveraged AI tools to create scaled training modules with just in time touchpoints.• Developed and implemented new client engagement model.• Improved NPS by 75% in first 90 days through a proactive engagement process.

New York, Ny, Us

• Responsible for team of 35 CSMs, Professional Services, 4 directors across multiple verticals with a total BoB value of $85million ARR.• Achieved 15- year record-setting gross retention and upsell in Q1/Q2 2023. 109% of target retention rate of FY2022. • Introduced upsell cross-sell motion resulting in 750% of FY2022 upsell and expansion target.• Achieved 125% of multi-year contract target for FY2022.• Developed and implemented new client engagement model. Improved customer engagement and customer health >25%.• Created CS team core competencies, career path progression, and leadership training program.• Scaled CS operations by implementing a tiered high touch and low touch segmentation model.• Coached and mentored multiple first-time managers into high-performing senior leaders.• Developed and executed new customer segmentation strategy and SMB low-touch support model to scale CS efforts.

Boca Raton, Fl, Us

• Achieved 11 company records for customer retention, revenue retention/expansion, and upsells.• Grew customer success team from 15 to 25 CSMs managing accounts in 200 countries globally.• Maintained and grew ARR from $13 million to $25 million in 36 months through upsell and account expansion.• Led department that consistently performed at >100% of all quota-driven KPIs.• Created metrics for customer health and net promoter scores (NPS) to improve customer satisfaction and build customer advocacy.• Reduced churn rate by 15% for first-year accounts with strategic onboarding and customer engagement.• Achieved 91% overall gross retention and 120% net revenue retention across department.• Assisted in opening second office in Malaysia with 3 CSMs to support Asia-Pacific customers.• Stayed 10% under department budget while exceeding top-line revenue quotas for 3 consecutive years.• Mapped full-cycle customer journey to mitigate risks and friction points and capitalize on upsells.• Doubled upsell and cross-sell revenue from $450,000 to $900,000 annually.• Led adoption of learning management system (LMS).• Created and implemented CS team playbooks and commercial training modules to standardize best practices across department.

Boca Raton, Fl, Us

• Led customer success team of 5 covering domestic U.S. markets, Asia-Pacific, Africa, and Middle East.• Serving as a player coach, Managed over 2,000 installed customers worth $5 million ARR.• Exceeded department quotas for customer and revenue retention as well as account expansion.• Conducted weekly team training and individual performance reviews to close skills gaps, improve productivity, and meet/exceed success metrics (calls, contacts, appointments booked, demos, renewals, and upsell/cross-sell quotas).

Boca Raton, Fl, Us

• Managed 300+ customer accounts valued at >$800,000 ARR. Developed strategic relationships to reduce account churn, increase account expansion, and drive sales of new products to current customers.• Earned Top Sales awards for account retention and new revenue through upselling and account expansion.• Developed actionable KPIs and performance-tracking system to improve personal sales performance.