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Christian Williams
Manager, Project Delivery - Customer Experience Analytics @NiCE
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WORK HISTORY
Manager, Project Delivery - Customer Experience Analytics @NiCE
Atlanta, GA, US
In my role, I lead a talented team of five project managers to deliver enterprise AI SaaS solutions for Fortune 500 clients. I focus on driving exceptional client outcomes, managing escalations, and maintaining a $17.1M book of business within the Americas Services group. By aligning strategic initiatives with client needs, I consistently exceed quarterly revenue targets and secure long-term contract renewals.• By fostering client advocacy for case studies and testimonials, I drove a 40% growth in the AI cloud pipeline and boosted the division’s book of business from $26M in 2023 to $36.6M in 2024.• I unified delivery practices by designing and implementing a governance framework that reduced escalations by 50%, drove an 8-point YoY increase in CSAT scores, and reduced onboarding time by 45%.• I turned around major accounts, including a large financial services corporation, and enabled a real estate services company to win a CX Excellence Award while securing contract renewals and retaining >$10M ACV.• Mentoring is my passion, and I’m proud to have developed high-performing talent, with two of my team members promoted internally, including one recognized for executive leadership potential.• I played a critical role in integrating teams post-acquisition, ensuring cultural alignment and operational synergies while maintaining a focus on customer outcomes.• I introduced systems to prioritize competing demands like revenue generation and strategic sales, allowing the team to deliver consistent results even under tight timelines.
EDUCATION
University of Illinois Urbana-Champaign
Master of Business Administration - MBA
Georgia Institute of Technology
Bachelor of Science (B.S.)
ABOUT CHRISTIAN WILLIAMS
I help organizations transform complexity into clarity by leading high-impact initiatives that improve customer experience, operational performance, and business growth. With 16+ years of cross-industry leadership in AI, SaaS, healthcare, and energy, I drive strategic programs that deliver measurable value, turning innovation into results. I combine strategic vision and hands-on execution to lead high-performing teams that deliver enterprise technology solutions, implement data-driven strategies, and manage multimillion-dollar portfolios. I improve customer satisfaction, reduce escalations, and secure long-term renewals by streamlining processes, enforcing governance, leveraging design thinking, and using data-driven strategies. I work directly with executive stakeholders to align strategic goals with operational realities, ensuring that every project delivers clear, measurable business value. I thrive on solving complex problems that have real-world impact. Whether turning around at-risk accounts, launching innovative AI solutions, or transforming customer experiences, I’m passionate about creating sustainable value for clients and their customers. I enjoy driving collaboration, developing talent, and continuously improving how teams work together to deliver exceptional outcomes. MBA with focus in Strategic Innovation and M&A BS in Engineering from Georgia Tech Certified in Six Sigma Green Belt and Innovation Mentorship Award-winning leader with experience across Fortune 500 clients and international projects Strategic Planning & Execution SaaS Program Management AI-Powered CX Transformation Governance & Risk Management Stakeholder & Client Engagement Team Development & Leadership Operational Efficiency & Cost Reduction Design Thinking & Innovation Strategy’ I enjoy connecting with leaders who are ready to make bold moves and achieve breakthrough outcomes. If you\'re passionate about AI & digital transformation, customer experience, or building high-performing teams, let’s start a conversation.
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