Iwan Williams

Customer Onboarding and Implementation Specialist with 4+ years of SaaS experience helping customers achieve rapid product adoption, activation, and measurable business outcomes. Successfully onboarded 969 customers while driving 2x higher retention among fully activated users. Experienced in customer onboarding, implementation support, stakeholder engagement, customer training, risk identification, and cross-functional collaboration with Product, Engineering, and Customer Success teams.

Proven ability to guide customers from onboarding through adoption while delivering exceptional customer experiences, retention outcomes, and long-term customer success.

Product Support & Onboarding Specialist at Passion.io (2022-04 – 2026-04)

Led end-to-end onboarding and implementation journeys for 969 creators, guiding customers from initial setup through product activation and launch while achieving 2x higher retention among fully activated users.

• Developed onboarding plans and customer success milestones that accelerated time-to-value and increased product adoption across a diverse customer base.
• Delivered personalised onboarding, training, and enablement sessions that helped customers confidently launch and scale their mobile applications.
• Acted as a trusted advisor throughout the customer lifecycle, identifying adoption barriers, recommending solutions, and helping customers achieve their business objectives.
• Managed a portfolio of 244 Expand-tier and 81 Strategic creators, balancing multiple onboarding workstreams while maintaining high engagement and retention outcomes.
• Partnered closely with Product, Engineering, Finance, and Customer Success teams to resolve implementation challenges and improve customer outcomes.
• Closed 7 of 8 high-priority escalations through structured stakeholder collaboration, proactive communication, and issue resolution.
• Successfully retained 864 at-risk accounts through consultative customer conversations, solution-focused retention strategies, and value-based recommendations.
• Resolved 99.4% of 2,724 customer support cases while maintaining high customer satisfaction and protecting recurring subscription revenue.
• Maintained onboarding documentation, knowledge base resources, and customer success processes within HubSpot to support scalable onboarding delivery.

Training Officer at MW Wheels SA (Pty) Ltd (2014-05 – 2022-03)

• Designed and delivered structured onboarding and cross-training programmes for more than 200 employees, improving readiness and reducing time-to-productivity.
• Coordinated stakeholder engagement across operational departments to align workforce capability with business requirements.
• Managed annual skills development planning, compliance reporting, and SETA submissions across eight reporting cycles.
• Implemented employee development initiatives that improved workforce capability and supported operational performance goals.

Training Officer at MAHLE Behr South Africa (2011-09 – 2014-04)

• Developed a company-wide skills matrix and certification framework that standardised onboarding, training, and competency assessment processes.
• Collaborated with operational leaders to identify skills gaps and implement targeted development initiatives.
• Improved onboarding consistency across technical and production teams through structured training programmes.

Production Supervisor at Federal Mogul Sealing Systems (2005-01 – 2011-09)

• Supervised multi-shift production teams while maintaining quality, safety, and productivity targets.
• Coordinated operational priorities, workforce planning, and process improvement initiatives across manufacturing operations.
• Supported cross-functional teams to improve efficiency, standardisation, and overall production performance.

BTech in Human Resources Management – Nelson Mandela University (2018 – 2020)