William Toms Email & Phone Number

Vernon Hills, Il, Us

My primary responsibility is to ensure the success and satisfaction of our most important clients in our CDW/SNS Healthcare vertical. I am the central point of contact for SNS strategic accounts, working diligently to understand their unique goals, challenges, and priorities. By building solid relationships with key stakeholders, I align internal teams across sales, product development, marketing, customer support, and operations to provide comprehensive solutions that meet and exceed our clients' expectations.My role involves proactive account management, where I anticipate needs, identify growth opportunities, and drive value realization for our clients. Using insights gained through ongoing communication and feedback loops, I collaborate with cross-functional teams to customize our offerings, deliver personalized experiences, and promptly address any issues.Through strategic planning, regular business reviews, and meticulous attention to detail, I ensure that every interaction with our strategic accounts reflects CDW's commitment to excellence and customer-centricity. By fostering a culture of internal collaboration and accountability, I empower our teams to collaborate seamlessly to pursue our clients' success.

Developing a Customer Success Program and Ecosystem from scratch for a Medical Billing Services Company whose focus is on insurance plans, health plan and billing audits, medical practice startups, educational programs, and medical credentialing.

Mountain View, California, Us

Stampli provides support for the full range of native functionality for more than 70 ERPs - enabling deployment in a matter of days, not months, with no disruption. Stampli brings all AP-related communication, documentation, and workflows into one place for complete visibility and control. The company targets teams that want the efficiency of automation but don’t want to rework their ERP or change their existing AP processes. The company has over 200 employees and $24M + in revenue. Clients were mostly SMBs and mid-market customers.Oversaw the company’s customer success operations that included 35 team members (in CA, TN, and Israel) and a $4M annual budget assisting with customer onboarding and the implementation of new customers into solutions and services. Provided customers education and training with knowledge-based solutions along with creating and managing ongoing key customer relationships in the United States, Australia, and Europe ensuring high levels of customer satisfaction.Developed and implemented playbooks, customer mapping (RASCI Matrix – a breakdown to a fine detail every step the customer took in their journey), and value-based outcomes (reducing outstanding days on average for invoices by 10%.), allowing the CSMs to focus on the tasks and efforts that added the most value to the customer and Stampli. Built processes, standard operating procedures, and frameworks (addressed pricing, onboarding processes, product features, service levels, and customer support) allowing the CSMs to add many more accounts without doing all the administrative tasks. This allowed the team to measure the success of their efforts to deliver maximum customer value and make timely adjustments as needed.Hired, developed, and mentored team members and created an inclusive culture across the organization. Drove operational improvements within in the Customer Success Team which streamlined processes, leveraged automation, and enabled economies of scale.

San Francisco, California, Us

Topia provides a Global Talent Mobility platform that empowers HR teams to effectively deploy, manage, and engage employees across the world. The company enables businesses to deliver mobility as part of a broader talent strategy encompassing all types of employee movement – remote and distributed workforces, business travel, and more traditional relocations and assignments – with a focus on enhanced employee experiences. The company has 100+employees.Held responsibility for the development and implementation of the enterprise customer success strategy, platform, products, technical services, and assisting customers get the most value out of their product or service by proactively connecting with them throughout their lifecycle, anticipating their needs, and providing support. Oversaw 30 direct and indirect employees along with a $2.7M operating budget.Increased the number of accounts each CSM could manage, deferring any additional headcount requirements by creating a “Major Account” team that focused 3 individuals on our 10 biggest clients. This led to all ten signing multi-year agreements with increases in revenue (fees) of 15% annually. Established highly effective collaborative partnerships with our clients that included BlackRock, Dell, Goldman Sachs, and Telstra. In addition, defined and executed revenue/upsell targets and KPIs for 16 team members as well as for the Director of Customer Success and Director of Professional Services. Analyzed market trends, customer needs, and the organization's offerings to determine pricing strategies, cross-selling opportunities, and identifying achievable revenue targets.Defined, implemented, and managed KPIs including upsell conversion rates, customer lifetime value, and revenue per customer. By defining these KPIs, provided a clear framework for tracking progress and evaluating the effectiveness of upselling efforts.

Rimini Street is a publicly traded global provider of enterprise software products and services specializing in third-party support and maintenance for Oracle, IBM, and SAP software systems. Rimini has over 1500 global employees and $400M in revenue. The company serves a wide range of customers across industries, including large enterprises, mid-sized organizations, and public sector entities. Their global customer base spans North America, Europe, Asia-Pacific, Latin America, and the Middle East including various industry sectors that include manufacturing, financial services, healthcare, retail, and technology.Oversaw a team of 3 direct and 5 indirect reports during a rapid growth phase of the company and held responsibility for actively collaborating with top-level executives, CEO, President, CTO, and CMO, to align business strategies with customer-centric initiatives. Integrated the customer voice and journey across all business verticals mapping out the end-to-end customer experience and aligning business processes, touchpoints, journey maps, and interactions to deliver a seamless and positive journey. This resulted in enhanced product adoption, increased customer satisfaction, loyalty, and retention which led to increased revenue through upselling, cross-selling, and referrals as customers had a better experience. Monitored and analyzed key metrics related to client success including tracking client satisfaction scores, retention rates, upsell and cross-sell opportunities, and other relevant performance indicators. By analyzing these metrics, identified trends, patterns, areas for improvement, & made data-driven decisions to enhance client success outcomes.

Led a team of 40 direct and indirect reports providing oversight and leadership accountability for North American market with an $88M portfolio. Set long-term goals, formulated business strategies, identified growth opportunities, and ensured alignment with overall organizational and financial objectives, product positioning, pricing strategies, partnership opportunities, and resource allocations.Assessed the performance of the organization's portfolio of products and services that involved analyzing key metrics such as revenue growth, customer churn rates, customer satisfaction scores, and market share. In addition, developed strategies to drive customer acquisition and retention, expanding the organization's customer base in the North American market. Another aspect of the expanded role was to develop strategies to enhance customer retention. This involved understanding customer needs, improving customer satisfaction, and implementing initiatives to foster long-term customer loyalty, reduce churn and better identifying key customer segments. Customized account strategies and solutions to cater to the unique requirements of each industry. In addition, analyzed historical data, market research, and industry trends to make informed predictions about the future needs and expectations of customers.

North Sydney, Nsw, Au

Led 38 employees and managed an $18M budget leveraging Oracle ERP systems directing a global implementation of Oracle's ERP (R12) system across the organization from initial planning to final deployment. This included defining project objectives, establishing project teams, allocating resources, and setting timelines and milestones. Also held responsibility for coordinating and collaborating with various stakeholders, both internal and external, to ensure a smooth and efficient implementation. Worked closely with different business units and departments to streamline processes, eliminate redundancies, and optimize workflows, all while aligning them with the capabilities and requirements of the Oracle ERP system. Led global business strategy, shared service execution, system integration, vendor relations, partner management, portfolio management, and project communication at both operating and enterprise levels. Developed and implemented a comprehensive global business strategy that aligned with the company's vision and goals with the large upgrade of the Oracle environment to Release 12. This involved defining market entry strategies and establishing a partnership and alliances ecosystem and managing vendors to expand into new regions or industries. In addition, oversaw the establishment and operation of shared service centers to streamline and centralize certain business functions.

Austin, Texas, Us

Third-largest software company worldwide providing global organizations with computing infrastructure & software. After being promoted from being the Director of Alliances, oversaw 5 direct and indirect reports, designed and managed Key Accounts Program based on global $1B Savings Consolidation program. Held full responsibility for a $3M budget for Key Account Development program execution, including global sales and marketing support, logistics, CRM tracking, and business development with reseller and partner channels.Defined the objectives, strategies, and key performance indicators (KPIs) that align with the overall goal message of Oracle achieving $1B in savings through our own consolidation efforts. This included developing Savings Consolidation Strategies including areas of cost reduction, streamlining processes, optimizing resources, and consolidating the global finance and operating structure of Oracle.

Austin, Texas, Us

Facilitated the development of an electronic expense reporting process for the company, generating $400M in savings in four yearsInnovated a learning platform and curriculum and conducted global workshops to train 2,500 sales and business development leaders, increasing operational compliance by 75% in two years

Austin, Texas, Us

Selected to build a mid-market sales channel for Oracle. Led business development, go-to-market strategies, and partner relations with 13 employees and a $6.5M budgetIntroduced sales strategies to capture mid-market business opportunities, driving sales from zero to $55M Identified 50 Gold Partners with sales potential >$5M and turned a $40M revenue stream around the Fast-forward engagement model