Alicia Wilson

High-energy, customer-focused operations and onboarding professional with 7+ years of experience leading client implementations, driving product adoption, and managing accounts for SMBs and growing organizations. Expert at partnering with business owners and real-world operators to streamline digital workflows, configure management software, and deliver engaging, tailored training. Proven track record in identifying at-risk clients early, establishing early "quick wins," and building sustainable usage habits that maximize retention and long-term customer value in fast-paced environments.

Account Manager - INSTANT TEAMS - Remote

(2023-01)

• Manage end-to-end client onboarding and account management lifecycles for SMB and enterprise accounts, translating complex customer requirements into structured implementation plans and timelines.
• Deliver tailored interactive training sessions and technical walkthroughs to small business leaders and operational stakeholders, driving rapid platform configuration and adoption.
• Guide new accounts to early "quick wins," establishing key operational habits that maximize product activation, customer satisfaction, and long-term account retention.
• Monitor account health metrics to proactively spot at-risk accounts early; develop tailored churn-mitigation strategies and intervention workflows that reduced churn and boosted renewal outcomes.
• Lead regular client business reviews (QBRs/MBRs) to evaluate product usage, highlight delivered value, and align software capabilities with evolving customer business goals.

Customer Success Manager - INSTANT TEAMS - Remote

(2021-02 - 2023-01)

• Directed day-to-day client program execution across distributed teams; created standardized operating procedures (SOPs), onboarding guides, and self-serve resources to accelerate time-to-value.
• Delivered 1-on-1 coaching and team enablement programs to build strong software usage habits and ensure high operational compliance across remote workforces.
• Partnered with clients during WBRs/MBRs to analyze platform usage data, translate insights into action plans, and resolve delivery friction points before they impacted retention.

Team Lead - INSTANT TEAMS - Remote

(2020-09 - 2021-02)

• Served as primary point of contact between clients and operational teams, conducting daily/weekly syncs to coach users through process transitions and system updates.

Business Development & Operations Consultant - RED BIRD REMODELING

(2025-04)

• Partner directly with SMB business owners to audit existing workflows, clean up CRM/financial software data, and implement tailored digital tools for frontline/field operators.
• Supported the conceptualization and deployment of field-facing technology solutions (Home Trust Pros app) designed to connect operations with growth targets for deskless teams.