William STEEL
Newton,MA
Summary
Results-driven customer success executive delivering measurable value realization for enterprise SaaS and cloud solutions. Expert in executive stakeholder management and business process optimization, driving adoption, preventing churn, and expanding account value. Skilled at leading multi-million-dollar implementations, developing tailored success strategies, and enabling data-driven decisions that maximize ROI and long-term client satisfaction. Core Competencies include: Customer Success Strategy | Portfolio Management | Client Engagement | Cloud Technology Enablement | Corporate Performance Management (CPM) Platforms | Change Management | Solution Road Mapping | Customer Retention
Business professional with proven track record in driving impactful business strategies and fostering collaborative environments. Known for strong commitment to team success and adaptability to meet shifting business needs. Expertise in stakeholder management, strategic planning, and effective communication ensures reliable and results-driven performance.
Overview
18
18
years of professional experience
Work History
PRINCIPAL CUSTOMER SUCCESS BUSINESS PARTNER
Anaplan
07.2018 - 09.2025
- Drove successful delivery of a $2.8M global sales compensation application on time and within budget by improving stakeholder communication and project management processes to ensure system adoption for 2,500+ sales reps.
- Achieved a 28% average growth in annual contract value and a 96% renewal rate by managing SaaS customer accounts, providing strategic enablement, and presenting platform value for sustained investment.
- Managed a portfolio of 60+ enterprise customers from onboarding to renewal and expansion across financial services, healthcare, insurance, and life sciences.
- Collaborated with sales and product teams to identify expansion opportunities, prevent churn, and support long-term account growth. Acted as a trusted advisor to C-level executives, enabling data-driven decision-making.
- Built and deployed tailored customer success plans, enhancing adoption, streamlining operations, and delivering quantifiable business results.
- Developed enterprise-wide adoption programs and mentored team members starting with onboarding.
MANAGER, SPECIALIZED SERVICES
Peloton Group
10.2011 - 07.2018
- Led a team of 10 technical consultants on a multi-year financial system implementation, delivering a high-value solution on time, within budget, and with strong customer satisfaction.
- Mentored and trained 15 junior team members while managing senior staff of 7, fostering professional growth and building a high-performing support team.
- Replaced legacy allocation engine with a modern, accurate, and repeatable process, reducing processing time by 65% and cutting annual maintenance costs by 35%.
- Stepped in to recover failing Oracle Cloud ERP projects, implementing new processes, controls, and communication strategies, leading project turnaround and boosting customer satisfaction by an average of 88%.
- Partnered with cross-functional teams to ensure seamless ERP and ERM multi-phase deployments from design to go-live for clients in Aerospace & Defense, Life Sciences, and Financial Services industries.
- Expanded the customer base and supported business development through proactive communication of pre-sales solutions, executive engagement, ongoing solution support, and cultivation of customer relationships.
BUSINESS INTELLIGENCE CONSULTING MANAGER
Archetype Consulting
10.2010 - 10.2011
- Manage the strategic design and implementation of BI software and system solutions from executives to end users.
- Led end-to-end BI and planning initiatives, delivering improved financial visibility and management capabilities.
- Lead teams to develop and implement high-quality solutions using industry best tools to evaluate new BI technologies and usage for integration with enterprise systems and architecture.
- Led multiple projects to deliver Hyperion Planning and Data Warehouse solutions.
- Gather and assess needs from clients; create custom solutions to improve efficiency and develop functional specifications for IT group.
FINANCIAL AND BUSINESS SYSTEM MANAGER
MJC Communications
01.2008 - 10.2010
- Oversee all internal business applications including Hyperion Planning, Microsoft Dynamics ERP and SalesLogix CRM
- Ensured successful implementation of designated application projects and provided functional and technical expertise within multiple business areas including analysis, design, development and implementation of business processes.
- Work directly with the Corporate and Worldwide Finance departments to translate business requirements into effective IT solutions.
- Gather and assess needs from clients; create custom solutions to improve efficiency and develop functional specifications for IT group.
- Engage with internal users to understand and translate their business requirements to fully automated reporting solutions.
- Provide technical and process solutions to address business and reporting requirements.
Education
Bachelor of Science - Management Information Systems (MIS)
Northeastern University
Boston, MASkills
- Anaplan
- Salesforce
- Gainsight
- Oracle Cloud ERP (GL, AP, AR, FA, Procurement, Cash Mgmt)
- Hyperion EPM (Essbase, Planning)
- Microsoft SQL Server
- Oracle PL/SQL
- Microsoft Office Suite
- Strategic planning
- Organizational development
- Operations management
- Administrative management
- Key client relationships
Timeline
PRINCIPAL CUSTOMER SUCCESS BUSINESS PARTNER
Anaplan
07.2018 - 09.2025
MANAGER, SPECIALIZED SERVICES
Peloton Group
10.2011 - 07.2018
BUSINESS INTELLIGENCE CONSULTING MANAGER
Archetype Consulting
10.2010 - 10.2011
FINANCIAL AND BUSINESS SYSTEM MANAGER
MJC Communications
01.2008 - 10.2010
Bachelor of Science - Management Information Systems (MIS)
Northeastern University