William Alexander Kohler
Metairie,Louisiana
Summary
Managerial professional with a proven track record of streamlining processes and leading high-performing teams to success. Recognized for exceptional analytical skills and a steadfast commitment to achieving results, consistently driving improvements across various projects. A collaborative leadership style fosters adaptability and responsiveness to evolving needs. Passionate about empowering team members and enhancing operational efficiency to meet organizational goals.
Overview
13
13
years of professional experience
Work History
Manager - Customer Success, SMB
Levelset, A Procore Company
New Orleans, LA
07.2022 - Current
- Oversaw a team of six Customer Success Managers and one Implementation Manager to drive high performance in customer retention and business growth.
- Developed and instituted customer success strategies aligned with customer lifecycle stages to optimize client satisfaction.
- Honored with 'Leadership Groundbreaker' award for demonstrating outstanding leadership and commitment to enhancing customer service excellence.
- Achieved and sustained highest NER and GRR in segment history at Levelset.
Senior Customer Success Manager
Levelset, A Procore Company
New Orleans, LA
05.2019 - 07.2022
- Supported strategic transition during Series B funding, culminating in $500M+ acquisition by Procore.
- Guided customers in maintaining intricate lien rights while developing strategies to enhance payment conditions.
- Cultivated customer account growth through strategic platform utilization.
- Conducted comprehensive training for teammates on platform usage, leading educational segments to foster knowledge sharing and skill development.
Customer Support
Levelset, A Procore Company
New Orleans, LA
04.2017 - 05.2019
- Delivered timely, empathetic support to customers via email, chat, and phone, resolving technical and account-related issues.
- Troubleshot software, hardware, and user-configuration issues by diagnosing root causes and providing clear solutions.
Casualty Claims Adjuster
Allstate Insurance Company
New Orleans, LA
04.2015 - 04.2017
- Analyzed evidence and witness statements to determine liability in automobile accident cases.
- Interacted daily with customers regarding medical treatment
- Facilitated communication with medical providers to address medical liens and obtain necessary records.
- Coordinated daily discussions within unit to enhance strategies for effective customer communication.
- Discussed settlements with customers and assist them in returning to their daily lives
Assistant Event Coordinator
Hope for HIE (Hops for Hope Fundraiser)
New Orleans, LA
04.2016 - 07.2016
- Contacted event locations and discussed rental terms
- Coordinated with musical performers and vendors
Office Assistant
Kean Miller, LLP
Baton Rouge, LA
10.2014 - 07.2015
- Constructed documents daily with Microsoft Office programs
- Performed projects for administration as needed
- Assisted with any deliveries, in and out of the office
Athletics Intern
LSU Sports Properties
Baton Rouge, LA
08.2013 - 07.2014
- Assisted with game-day operations for football, basketball, and baseball
- Helped to promote game day sponsors and hospitality areas through advertisements
- Assisted customers and boosters with any needs throughout the day
New Orleans Pelicans Intern
The National Basketball Academy
New Orleans, LA
06.2013 - 08.2013
- Helped coordinate camps for the New Orleans Pelicans Youth Development Program
- Assisted with training sessions, clinics, and camps throughout the New Orleans area
Education
Bachelor of Science - Sport Administration, Business
Louisiana State University
Baton Rouge, LA05-2014
Skills
- Salesforce
- Metabase
- ChurnZero
- ExecVision
- Customer service
- Time management
- Complex Problem-solving
- Goal setting
- Strategic planning
- Customer relationship management (CRM)
Timeline
Manager - Customer Success, SMB
Levelset, A Procore Company
07.2022 - Current
Senior Customer Success Manager
Levelset, A Procore Company
05.2019 - 07.2022
Customer Support
Levelset, A Procore Company
04.2017 - 05.2019
Assistant Event Coordinator
Hope for HIE (Hops for Hope Fundraiser)
04.2016 - 07.2016
Casualty Claims Adjuster
Allstate Insurance Company
04.2015 - 04.2017
Office Assistant
Kean Miller, LLP
10.2014 - 07.2015
Athletics Intern
LSU Sports Properties
08.2013 - 07.2014
New Orleans Pelicans Intern
The National Basketball Academy
06.2013 - 08.2013
Bachelor of Science - Sport Administration, Business
Louisiana State University