Customer Success Manager/Administrative Specialist

Kady Rain Williams

********@*****.*** 512-***-**** Austin, TX LinkedIn.com/in/kadyrain

SUMMARY

Seeking Customer Relationship Executive role with 19 years of experience in SaaS sales and the healthcare industry. Proven track record in building strategic partnerships and engaging C-level executives to drive customer satisfaction and retention. Expertise in managing client portfolios, conducting data analysis, and delivering tailored solutions to enhance customer engagement and success.

WORK EXPERIENCE

City of Austin, Austin Water Austin, Texas

Administrative Specialist Feb 2025 - Present

• Provide administrative support to the Austin Water department, ensuring efficient and effective operations.

• Manage and organize departmental records, files, and databases to maintain accurate and up-to-date information.

• Coordinate and schedule meetings, appointments, and events, ensuring all logistics are handled smoothly.

• Prepare and distribute correspondence, reports, and presentations, maintaining a high standard of professionalism.

• Assist in budget preparation and monitoring, ensuring compliance with financial policies and procedures.

• Serve as a liaison between departments, facilitating communication and collaboration across teams.

• Handle customer inquiries and complaints, providing timely and effective resolutions.

• Maintain office supplies inventory, placing orders as needed to ensure availability of necessary materials.

• Support special projects and initiatives, contributing to the achievement of departmental goals. City of Austin Austin, Texas

Senior Administrative Assistant Oct 2024 - Feb 2025

• Greet guests and manage access control for both front door and back gate entry systems.

• Respond to phone calls and emails in a prompt and efficient manner.

• Coordinate the management and distribution of keys for staff and visitors as necessary.

• Supervise the procurement and restocking of Xerox and general office supplies.

• Sort and disseminate incoming mail and packages to appropriate recipients promptly.

• Facilitate the scheduling and organization of meetings for BSD conference rooms.

• Update and administer the Rave Emergency System for organizational headquarters.

• Route Asset Essentials incident notifications to all relevant users to maintain awareness and response efficiency. Apploi Austin, Texas

Customer Success Manager May 2023 - Jul 2024

• Managed a portfolio of 220+ client accounts with annual revenue of over $2.4 million, ensuring successful onboarding and continuous engagement to drive customer satisfaction and retention.

• Developed and executed tailored success plans, aligning client objectives with Apploi's solutions to enhance product adoption and value realization.

• Collaborated cross-functionally with sales, product, and support teams to address client needs and deliver seamless service experiences.

• Analyzed customer data and feedback to identify trends and opportunities for improvement, facilitating proactive problem-solving and strategic recommendations.

• Conducted regular check-ins and quarterly business reviews with clients to assess progress, gather insights, and reinforce value propositions.

• Led training sessions and workshops to educate clients on product features and best practices, empowering them to maximize their investment.

• Monitored customer health metrics and implemented risk mitigation strategies to prevent churn and ensure long-term partnership success.

• Contributed to the development of customer success resources and documentation, enhancing team efficiency and client self-service capabilities.

• Facilitated customer renewals

Indeed Austin, TX

Client Success Specialist, Dedicated Jun 2021 - Mar 2023

• Managed a portfolio of over 200 SMB clients with over $1 million in revenue, ensuring their satisfaction and retention by delivering tailored solutions and exceptional service.

• Collaborated with cross-functional teams to address client needs and resolve issues, enhancing overall client experience and loyalty.

• Analyzed client performance metrics and provided strategic insights and recommendations to optimize their recruitment strategies.

• Conducted regular review meetings with clients to assess progress, gather feedback, and align on future objectives and initiatives.

• Developed and maintained strong relationships with clients, acting as a trusted advisor and point of contact for all inquiries and concerns.

• Facilitated training sessions and workshops to educate clients on Indeed's products and services, driving user engagement and satisfaction.

• Identified opportunities for upselling and cross-selling additional services, contributing to revenue growth and client success and handled customer contract renewals REX Real Estate Austin, TX

Customer Success Specialist Jul 2020 - Jun 2021

• Managed and nurtured client relationships by acting as the primary point of contact, ensuring a seamless customer experience and fostering long-term loyalty.

• Collaborated with cross-functional teams to resolve client issues promptly, enhancing customer satisfaction and retention rates.

• Conducted regular follow-ups with clients to gather feedback and identify areas for improvement, contributing to the continuous enhancement of service offerings.

• Analyzed customer data and trends to provide actionable insights to the sales and marketing teams, aiding in strategic decision-making.

• Developed and implemented customer success strategies that increased client engagement and optimized the customer journey.

• Trained and mentored new team members, sharing best practices and ensuring consistency in customer service delivery.

• Utilized CRM software to track customer interactions and maintain accurate records, improving team efficiency and communication.

• Assisted in the creation of customer success materials, such as FAQs and support documentation, to empower clients with self-service options.

GoDaddy Austin, TX

Social Media Advisor Apr 2020 - Jun 2020

• Developed and executed social media strategies to enhance brand visibility and engagement across multiple platforms, including Facebook, Twitter, and Instagram.

• Analyzed social media metrics and performance data to assess the effectiveness of campaigns, providing actionable insights and recommendations for improvement.

• Collaborated with cross-functional teams, including marketing, content, and design, to create cohesive and compelling social media content aligned with brand objectives.

• Conducted competitive analysis to identify trends and opportunities, positioning GoDaddy as a leader in the digital landscape.

• Assisted in the planning and execution of social media advertising campaigns, optimizing ad spend and targeting to maximize ROI.

• Reached out to over 100 prospects per day via phone to offer our social media management services Juiceland Austin, TX

Assistant Shop Manager Mar 2018 - Mar 2020

• Assisted in managing daily operations of the shop, ensuring a smooth and efficient workflow.

• Supervised and trained staff, fostering a positive work environment and enhancing team performance.

• Monitored inventory levels and coordinated with suppliers to maintain optimal stock levels.

• Implemented and maintained health and safety standards, ensuring compliance with company policies and regulations.

• Handled customer inquiries and resolved issues, maintaining high levels of customer satisfaction.

• Assisted in financial management tasks, including cash handling, daily sales reports, tip distribution, and daily, weekly, and monthly supply orders for the shop.

• Contributed to marketing and promotional activities to increase store visibility and sales.

• Collaborated with the Shop Manager to develop and execute strategic plans for business growth. Shopgate Austin, TX

Office Assistant/Technical Support Specialist Mar 2016 - Nov 2017

• Coordinated appointments and managed executive leadership schedules to enhance administrative efficiency, as well as scheduling travel arrangement.

• Maintained office operations by ordering supplies and groceries, distributing mail, and organizing the workspace.

• Supported recruitment by screening candidates, assisting with hiring efforts, and coordinating onboarding procedures.

• Organized and facilitated office hiring events and team-building activities, including quarterly team meetings and the annual office holiday party.

• Provided technical support to e-commerce merchants and collaborated with development teams to resolve software issues.

• Buildcustom CMS pages for apps. Design apps to merchant specifications.

• Troubleshoot ongoing issues and assist developers with gathering pertinent info to fix bugs within the Shopgate software.

• Provide prompt, friendly service to merchants and make sure all their issues have been solved. Texas Comptroller’s Office Austin, TX

Administrative Assistant I Nov 2015 - Mar 2016

• Prepared, reviewed, and distributed correspondence, reports, and other documents, maintaining accuracy and confidentiality.

• Assisted in the coordination of departmental projects and initiatives, contributing to the achievement of organizational goals.

• Maintained and updated filing systems, both electronic and physical, ensuring easy retrieval and secure storage of information.

• Responded to inquiries and requests from internal and external stakeholders, delivering excellent customer service.

• Processed and tracked financial transactions, including invoices and purchase orders, supporting budget management.

• Collaborated with team members to streamline administrative processes, improving efficiency and effectiveness. Kady Rain, LLC and Kady Rain Productions, LLC Austin, Texas Owner Jun 2014 - Present

• Performed as a pop artist, singer, songwriter, and vocalist, showcasing musical talent at notable Austin venues to entertain diverse audiences.

• Collaborated with fellow artists to organize inclusive live shows, emphasizing representation of POC and LGBTQ+ communities.

• Achieved recognition with nominations for Best Pop at the Austin Music Awards in 2020 and 2022.

• Developed and maintained a brand identity through strategic marketing and audience engagement initiatives.

• Managed all aspects of production and promotion for live performances and music releases.

• Cultivated a strong network within the local music scene to foster collaborative opportunities and community relationships.

Sparefoot Austin, Texas

Customer Service Representative Feb 2014 - Nov 2015

• Served as the initial point of contact for customers, efficiently managing a high volume of reservation inquiries via phone.

• Assisted clients in selecting appropriate storage units by utilizing advanced online database research and exploratory conversation.

• Ensured superior customer service by addressing inquiries and resolving issues promptly.

• Relayed critical information to supervisors and team members to maintain alignment and effectiveness.

• Collaborated with website developers to troubleshoot and resolve website issues, enhancing overall user experience.

• Conducted multitasking effectively, balancing call handling with additional administrative responsibilities. Capitol Credit Union Austin, TX

Member Services Specialist/Loan Officer Jan 2013 - Feb 2014

• Provided comprehensive member services by addressing inquiries and resolving issues to ensure a high level of customer satisfaction.

• Processed loan applications, evaluated creditworthiness, and made recommendations for loan approvals or denials.

• Facilitated loan closings and ensured all documentation was accurate and compliant with regulatory standards.

• Conducted financial assessments and offered personalized financial solutions to meet members' needs.

• Assisted members with account management, including deposits, withdrawals, and account maintenance.

• Collaborated with team members to develop and implement strategies for enhancing member engagement and retention.

• Educated members on credit union products and services, promoting financial literacy and awareness.

• Maintained up-to-date knowledge of industry trends, products, and regulatory changes to provide informed advice to members.

• Achieved and exceeded individual and team sales targets by cross-selling financial products and services. Starbucks Austin, Texas

Certified Barista Apr 2006 - Jul 2012

• Delivered exceptional customer service by efficiently preparing and serving a wide range of coffee and tea beverages, ensuring customer satisfaction and repeat business.

• Maintained a clean and organized work environment, adhering to health and safety regulations to ensure a safe and welcoming atmosphere for both customers and staff.

• Collaborated with team members to manage high-volume periods, ensuring timely and accurate order fulfillment while maintaining quality standards.

• Assisted in training new baristas, providing guidance on company protocols, beverage preparation techniques, and customer interaction to uphold Starbucks' brand standards.

• Managed cash register operations, including processing transactions, handling cash, and balancing the register at the end of shifts to ensure accurate financial reporting.

• Participated in inventory management by monitoring stock levels, placing orders, and restocking supplies to maintain optimal inventory for daily operations.

• Engaged with customers to understand their preferences and provided personalized recommendations, enhancing their overall experience and promoting product offerings.

• Contributed to promotional activities and initiatives, such as new product launches and seasonal campaigns, to drive sales and customer engagement.

EDUCATION

St. Edward’s University

Bachelor of Arts in Global Studies, Business and Economics in Latin America Austin

Dec 2011

CERTIFICATIONS

TABC 2024

Food Handlers Certificate 2024

Customer Success Certification, Sales Assembly 2023 SKILLS

SalesForce • ZenDesk • Toast • 8x8 Contactual • Slack • Social Media (Facebook, Instagram, Twitter, TikTok Etc.) • MS Office • GSuite • Google & Facebook Ads • Project Management • Office Management • Organization • Data Entry • Time Management • Multitasking • Public Speaking • Performance • Team Leadership • Recruiting and Screening • Critical Thinking • Quick Learner • Adaptability • Relationship building • Strategic account management

• Problem-solving • Data analysis • Product knowledge • Communication • Empathy • Time management • Customer Relationship Management (CRM) • Strategic Planning • Problem-Solving • Product Knowledge • Problem Solving

• Cross-functional Team Leadership • Strategic Account Management • Relationship Building • Customer Service • Technical Proficiency • Customer Relationship Management • Communication Skills • Strategic Thinking • Conflict Resolution • Team Collaboration • Negotiation • Training • Event Organization • Onboarding • Attention To Detail

• Customer Retention • CRM Software Proficiency • Data Analysis • Collaboration • Presentation Skills • Autonomy

• Customer Engagement

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