As a Director of Member Services & Customer Support Operations, I bring over 15 years of experience in servant leadership, with a focus on creating exceptional customer experiences. With a unique ability to absorb new concepts quickly, I excel in fast-paced, product-led environments. My proven history of building outstanding teams and developing tactical initiatives improves team productivity and performance. My expertise lies in subscription-based, post-sales customer experience, and revenue-generating customer onboarding activities that exceed expansion goals.
Hi, I’m
Marla Williams
Novato,California
Summary
Overview
15
years of professional experience
Work History
AdvisoryCloudNovato, CA
Director of Member Services
08.2019 - Current
Job overview
- Leading a multi-skilled e-commerce support team, overseeing all customer service functions, and working directly with stakeholders to map and improve the customer journey through tailored customer experiences
- Track and analyze customer behavior and team analytics to find indicators of renewals, retention, and upsell opportunities
- Leading and managing a team of Customer Success Managers and Sales Development Representatives to improve retention and create new upsell opportunities through customer onboarding and omnichannel engagement
- Developed and launched quality assurance program to support 1:1 coaching sessions to improve quality and drive compliance and operational efficiency
- Enhanced sales volume through skilled support to both new and inactive customers
- Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth.
- Leading the development and implementations of new customer success strategies including renewal campaign strategies, omnichannel implementations, and using customer data to turn insights into actionable strategies
- Prepared new ideas, proposals and testing strategies to promote company productivity
- Decided on final CRM structure and architecture to capture crucial customer success and engagement information
- Leading the customer onboarding experience and continuously developing new engagement strategies that have improved B2B retention by nearly 10% and increased B2C revenue by 43% month over month over month
- Collaborating with the Product and CX team to identify and prioritize product enhancements based on customer feedback
- Developed customer health scoring system for our B2B customers to help identify at-risk renewals and improve retention
- Working with cross-functional teams to identify process automation and improvement opportunities, such as Sales, Marketing, Product, and Finance, and drove these initiatives to enhance the customer experience and revenue growth
- Developed and implemented staffing model that enabled the company to successful scale during a rapid growth period.
- Project-driven and have managed up to 7 simultaneous projects across various departments
AdvisoryCloudNovato, CA
Onboarding Manager
04.2018 - 08.2019
Job overview
- Reviewed and updated new client onboarding workflows to drive improvements.
- Created and garnered business approval for a new incentives program that improved call quality and employee morale
- Built a technical support team & supporting process, then successfully cross-trained the entire team improving overall productivity and reducing customer wait times
- Served as a point of escalation for high-value customers and continuously improve the de-escalation strategies through tailored and strategic solutions
- Tracked and analyze customer behavior and team analytics to find indicators of upsell opportunities during the onboarding process
- Manage and improved the Onboarding Script and supporting process to ensure scalability and exceeded revenue goals
Frontline-Focus, LLCNovato, CA
Director of Customer Operations
03.2013 - 01.2023
Job overview
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships
- Established operational guidelines and identified opportunities for improvement
- Worked with management team to develop operational goals aligned with business strategy
- Developed and maintained client relationships to grow business and improve account retention
- Enhanced customer service and satisfaction through policy and procedural changes
Education
Purdue University - North CentralWestville, IN
Some College (No Degree) from Business Administration
University Overview
Skills
- Proficient in Salesforce, Zoho, Hubspot and other CRMs
- Multidisciplinary team leadership
- Compelling leadership skills
- Consultative and relationship selling
- Prioritization & Project Management skills
- Cross-functional team management
- Policy/program development
- Customer retention & data analytics
- Problem analysis
- Analytical problem solver
- Account management
- Systems and software programs
- Solution selling
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Timeline
Director of Member Services
AdvisoryCloud
08.2019 - Current
Onboarding Manager
AdvisoryCloud
04.2018 - 08.2019
Director of Customer Operations
Frontline-Focus, LLC
03.2013 - 01.2023
Purdue University - North Central
Some College (No Degree) from Business Administration