Nicole Williams
Richmond
Summary
Experienced customer focused profressional adept at fostering and maintaining client relationships. Skilled in identifying client needs and providing effective solutions, with strong track record of increased client satisfaction and loyalty. Demonstrated ability to communicate effectively and manage complex client portfolios.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Associate Strategic Relationship Manager
Intellum
01.2024 - 11.2024
- Managed a portfolio of 15 enterprise and 9 SMB accounts (ACV $85K)
- Secured ~9% growth in the renewal of 7 accounts
- Owned end-to-end renewal, expansion, and growth of accounts in book of business, delivered executive business reviews and maintained accurate Salesforce data
- Acted as the main point of contact post-sale, managing escalations and coordinating internal stakeholders for client support
- Monitored client relationship health and participated in account reviews
- Facilitated communication with executive sponsors, product teams, and account managers to ensure team alignment on client needs and expectations
- Collected customer stories, support testimonial leads, and promoted NPS survey completion with key client stakeholders
- Collaborated with the Advisory Services and Customer Care teams to align platform solutions with client content strategies, advising on data-driven program improvements
Managed Services Specialist
Intellum
08.2021 - 01.2024
- Led post-implementation training sessions for enterprise client's administrators and content creators on platform features
- Oversaw daily administrative tasks, including user data management, course integrations, report generation, and in-app notifications
- Collaborated with the client's customer success manager to align and execute on strategic business and operational objectives
- Conducted troubleshooting, quality assurance, and feature testing to support enterprise clients
- Facilitated weekly meetings with five sub-organizations within the client company
- Directed project management for transitioning users from PeopleSoft HRIS integration to Workday, overseeing integration remapping and performing thorough QA testing over a two-month period
- Served as technical project manager, coordinating with client content creators to ensure successful program launches and establishing effective API connections with third-party vendors
- Collaborated with Intellum's support, product, and engineering teams to identify and resolve customer issues, optimizing platform performance
Client Transition Specialist
BB&T/SunTrust/Truist Treasury Services
12.2020 - 08.2021
- Conducted comprehensive training and onboarding webinars for both assigned and unassigned clients via Webex
- Managed outbound calls and email communications for 50 designated Tier 1 treasury service clients per migration wave
- Handled incoming technical support calls and efficiently resolved issues within the treasury services platform
- Documented all client interactions and discussions in the Access database
- Recognized as one of the top specialists by onboarding up to 75% of customers onto new treasury software
- Assisted with platform troubleshooting and escalations by collaborating with transition specialist teammates
Product Trainer
Snagajob
01.2018 - 03.2020
- Developed and delivered online product training, continuously updating materials to align with new feature releases
- Analyzed and improved quarterly NPS data, and established an efficient intake process for internal training projects
- Led the creation and editing of Salesforce knowledge base articles
- Conducted over 200 online training sessions
- Created blended learning strategies for new product launches in collaboration with the product marketing team
- Consistently achieved an NPS score of 8+ by delivering exceptional training services
Retail Learning Specialist
Goodwill of Central & Coastal
01.2015 - 01.2018
- Facilitated successful onboarding for new employees by leading company orientation sessions and hands-on retail skills training
- Planned and coordinated training schedules to align with hiring needs and maintained detailed training records for all associates
- Improved the onboarding process by developing orientation best practices in collaboration with HR coordinators
- Served as a Subject Matter Expert (SME) in creating course content, outlines, and guides for learners and facilitators
Retail Store Assistant Manager
Goodwill of Central & Coastal
01.2014 - 01.2015
- Managed and optimized a four-week rotating employee schedule to ensure seamless operations
- Oversaw timekeeping and processed payroll using Kronos software
- Curated and maintained visual displays and sales floor layouts in alignment with seasonal themes
- Addressed customer complaints and pricing discrepancies to ensure a positive customer experience and strengthen client relationships
- Boosted daily sales and production goals by strategically delegating tasks and implementing effective sales strategies
Retail Lead
Goodwill of Central & Coastal
01.2012 - 01.2014
- Directed daily production targets and maintained efficient store operations as the retail lead, ensuring a smooth workflow
- Enhanced the shopping experience by designing and maintaining visually appealing store displays and layouts
- Trained new front-end and warehouse associates, providing comprehensive onboarding to support their success
- Organized monthly team-building activities to foster a positive, motivating work environment
Education
Bachelor of Science - Occupational Studies
Old Dominion University
Norfolk, VA01.2011
Skills
- SaaS
- Salesforce CPQ
- Account Management
- Project Management
- Learning Management Systems (LMS)
- Basic SQL
- Upselling and Cross-Selling
- Consultative Sales
- Data Interpretation and Reporting
- Product Training
Certification
Certified Scrum Master, Scrum Alliance, 2022-2026
Timeline
Associate Strategic Relationship Manager
Intellum
01.2024 - 11.2024
Managed Services Specialist
Intellum
08.2021 - 01.2024
Client Transition Specialist
BB&T/SunTrust/Truist Treasury Services
12.2020 - 08.2021
Product Trainer
Snagajob
01.2018 - 03.2020
Retail Learning Specialist
Goodwill of Central & Coastal
01.2015 - 01.2018
Retail Store Assistant Manager
Goodwill of Central & Coastal
01.2014 - 01.2015
Retail Lead
Goodwill of Central & Coastal
01.2012 - 01.2014
Bachelor of Science - Occupational Studies
Old Dominion University
Similar Profiles
Echo EberleEcho Eberle
Technical Support Specialist at IntellumTechnical Support Specialist at Intellum
Samuel PatersonSamuel Paterson
Labourer at Wrightway Civil GroupLabourer at Wrightway Civil Group
Tra BuiTra Bui
Freelance Writer at Self-employedFreelance Writer at Self-employed