Harrison Williams
Customer Success Manager
Live Oak,TX
Summary
Technical Consultant with 6+ years helping individuals and companies better utilize technology to achieve goals. Adept at communicating complex concepts and technical roadmaps to everyone from Chief Technical Officers to Account Representatives. Accomplished at applying statistical analysis to upgrade systems and operations, without dismissing invaluable human input and intuition.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Customer Success Manager
Doxy.me
05.2024 - Current
- Spearheaded onboarding and implementation for healthcare organizations, ensuring smooth adoption and high engagement across platforms.
- Managed a diverse portfolio of 30+ strategic accounts and 200+ additional clients, consistently achieving a 98% renewal rate and over 100% net retention.
- Conducted regular success reviews to align product usage with customer goals, resulting in stronger partnerships and measurable growth.
- Analyzed user feedback and product engagement trends to identify opportunities for feature improvement, influencing roadmap prioritization.
Technical Account Manager
Fourkites
01.2022 - 01.2024
- Achieved a 94% customer satisfaction rate across the entire book of business through proactive communication, regular check-ins, and prompt issue resolution.
- Increased performance of our top ARR customers by an average of 40% in a 6-9 week window by analyzing customer data and providing long term solutions.
- Maintained a client retention rate of 90% over the past year, demonstrating strong customer loyalty.
- Provided product onboarding and training to provide clients a sense of empowerment within the platform.
- Collaborated with cross-functional teams to deliver successful product implementations.
Customer Success Manager- Team Lead
Shipwell
04.2019 - 01.2022
- Proactively monitored KPIs to maintain the health of customer accounts and addressed any issues promptly.
- Owned onboarding and connecting carriers into the Shipwell network.
- Collaborated with the sales team to provide valuable insights into customer needs, contributing to a 20% increase in new business opportunities.
- Established performance goals for team and provided feedback on methods for reaching those milestones.
Account Representative
Redwood Logistics
03.2018 - 04.2019
- Consistently achieved Redwood's sales goals and ranked within the top 10 Account representatives.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Education
Bachelor of Science - Business Administration And Management
Central Michigan University
Mount Pleasant, MI 08.2005 - 05.2010
Skills
SaaS Customer Success Experience
Quality Assurance & Performance Metrics
Process Improvement & Automation
Data Analysis & Interpretation
Mulesoft-Dataweave
Data Warehouse/Log Search(Rapid7, Superset,Cyberduck, Newrelic)
Customer relationship building
Customer retention
CRM software
Pipeline development
Onboarding and orientation
Timeline
Customer Success Manager
Doxy.me
05.2024 - Current
Technical Account Manager
Fourkites
01.2022 - 01.2024
Customer Success Manager- Team Lead
Shipwell
04.2019 - 01.2022
Account Representative
Redwood Logistics
03.2018 - 04.2019
Bachelor of Science - Business Administration And Management
Central Michigan University
08.2005 - 05.2010