Summary
Overview
Work History
Education
Skills
Accomplishments
Websites
Timeline
Generic

Naya Williams

NC

Summary

EdTech professional with expertise in client engagement, retention strategies, and account management. Proven success in renewals, onboarding, and process optimization to drive customer satisfaction and revenue growth. Passionate about fostering strong relationships and ensuring seamless product adoption through training, data-driven insights, and strategic communication.

Overview

7
7
years of professional experience

Work History

Renewal Specialist

Amplify
02.2023 - Current
  • Manage uncapped customer portfolio, ensuring 85%+ renewal rates and reducing churn through proactive client engagement.
  • Increase customer retention by optimizing outreach, reducing subscription processing time, and communication strategies.
  • Develop onboarding materials and lead professional development sessions for new employees, improving training efficiency
  • Lead process optimization with team managers to enhance customer outreach and account management
  • Collaborate with internal teams to manage customer communication strategies to support revenue growth and client satisfaction
  • Record processes and customer interactions in a SaaS platform for accurate account management
  • Negotiate quote service terms and analyze client data to tailor offerings and strengthen customer loyalty
  • Documented standard procedures for quoting and customer outreach to enhance team operations.

Renewal Specialist

SeeSaw Learning
11.2023 - 05.2024
  • Performed cold outreach to existing customers, ensuring the accuracy of subscriptions and currency of contact details in the CRM system
  • Achieved key performance indicators related to customer retention
  • Collaborated with Customer Success Managers to align strategies and enhance client support
  • Managed customer data entry, utilizing Salesforce and Tableau for analytics and record-keeping
  • Processed orders and managed software access updates for customers
  • Maintained customer engagement through regular email and phone communication, including sending reminders as necessary
  • Processed renewal orders in a timely manner according to company standards.

Professional Learning Specialist

Amplify
05.2022 - 11.2022
  • Facilitated professional development training for school district stakeholders to enhance EdTech adoption.
  • Encouraged active participation and quality outcomes through support strategies that included modeling best practices, co-teaching, and offering actionable feedback
  • Led product onboarding workshops for adult learners, successfully administering sessions for groups of varying sizes.
  • Partnered with cross-functional teams to improve service delivery, utilizing technology platforms like Microsoft Office and Google apps to streamline processes

Educator

Wake County Public Schools System
Raleigh, USA
01.2021 - 06.2022
  • Enhanced student comprehension by developing and implementing differentiated instructional strategies, promoting educational accessibility and equity
  • Evaluated student progress through detailed assessments, leading to targeted improvements in teaching methods and measurable advancements in performance
  • Partnered with fellow educators to share effective practices and implemented data-driven strategies, contributing to the ongoing enhancement of student learning outcomes

Lead Instructor

Childtime Learning Center
Raleigh, USA
01.2019 - 12.2020
  • Developed and tailored instructional strategies to accommodate individual learning needs, ensuring personalized support and academic growth
  • Utilized instructional technology to augment teaching methods and track student performance, improving educational outcomes
  • Assisted a team of educators with curriculum development, contributing to a collaborative and efficient teaching environment
  • Identified and documented learning achievements by reporting outcomes, performance information and program adjustments used to boost comprehension.
  • Met with parents to discuss students' progress and review areas requiring improvement.

Case Manager

St Joseph Center
Los Angeles
08.2018 - 08.2019
  • Provided reliable support and monitored the advancement of clients by conducting regular check-ins to assess their well-being
  • Facilitated essential client communications, effectively linking individuals to suitable community resources, while meticulously upholding record-keeping duties

Education

Instructional Design and Technology -

Walden University
Location
12.2023

B.A - Sociology

University of North Carolina
Charlotte
12.2017

Diploma -

Kinston High School
Location
12.2012

Skills

  • Customer Engagement & Retention: Client Lifecycle Management Churn Reduction Stakeholder Relationship Management
  • Revenue Growth & Strategy: Subscription Renewals Revenue Expansion Cross-Selling & Upselling Quote Negotiation
  • Data & CRM Tools: Salesforce Gainsight Tableau Data-Driven Decision Making
  • Implementation & Training: Client Training Customer Onboarding Training and Professional Development
  • Process Improvement & Leadership: Process Optimization Team Training and Mentorship Onboarding Programs Account Management
  • Technical Skills: Google Suite Microsoft Office LMS Proficiency

Accomplishments

  • Creation of Team Outreach Calendar: Collaborated with marketing team to determine annual customer outreach schedule and templates
  • Retention Rate Increase: Boosted customer retention rate by 15% in one year through strategic outreach.
  • Improved Onboarding Satisfaction: Led training sessions that improved both customer and employee onboarding satisfaction.
  • Renewal Contract Negotiation: Negotiated contracts resulting in an increase in subscription renewals.
  • Process Optimization: Documented new processes to implement for projects to increase team performance

Timeline

Renewal Specialist

SeeSaw Learning
11.2023 - 05.2024

Renewal Specialist

Amplify
02.2023 - Current

Professional Learning Specialist

Amplify
05.2022 - 11.2022

Educator

Wake County Public Schools System
01.2021 - 06.2022

Lead Instructor

Childtime Learning Center
01.2019 - 12.2020

Case Manager

St Joseph Center
08.2018 - 08.2019

Instructional Design and Technology -

Walden University

B.A - Sociology

University of North Carolina

Diploma -

Kinston High School

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Naya Williams