Emily Williams

Customer Success professional with 4+ years in SaaS onboarding and retention. Proven track record of reducing churn and driving product adoption for B2B clients. Skilled in Salesforce, Intercom, and data-backed account planning

Customer Service Representative - Envoy Technologies

(2019-01 - 2021-12)

• Resolved 40+ daily customer inquiries via Zendesk, maintaining a 98% satisfaction rating and first-response SLA under 2 hours
• Diagnosed and escalated SaaS platform bugs to engineering using Jira, decreasing average resolution time for technical issues by 1.5 days

Onboarding Success Associate - CloudKitchens

(2021-01)

• Owned end-to-end customer onboarding for 50+ restaurant partners, reducing average time-to-launch by 20% through a standardized 14-day implementation playbook
• Maintained a book of 75+ accounts post-onboarding, achieving 110% net revenue retention through upsells of premium kitchen add-ons

Bachelor of Science - Business Administration - California State University, Dominguez Hills (2025-05)