Executive Q & A with Kelly Williams, General Manager, Professional Services and Customer Success

l_kellywilliamsKelly Williams has been a part of the Noetix team since 2003 and has more than 25 years of experience in the consulting industry, focusing predominantly on Business Intelligence and Oracle technologies.  As the General Manager of Professional Services and Customer Success for Noetix, Kelly manages the delivery of services around the globe with a highly skilled team of professionals located in the US, UK, and India.

You are managing Noetix’s recently launched Customer Success Program.  Can you tell us a little bit about it?

This is a program we’ve wanted to initiate for several years.  It brings our various customer success initiatives together into one program that is targeted at making sure our customers achieve the ROI they intended when they invested in Noetix solutions.  We have stakeholders from across the company that meet with customers on a regular basis to obtain feedback so that we can continuously improve our products and services while simultaneously providing recommendations that assist customers with achieving their short- and long-term business goals and BI objectives.

Services are an integral, though often overlooked, piece of a successful BI strategy.  Why do you think that is?

We all use software in our everyday lives and are rather accustom to the point and click simplicity of it all.  Although enterprise software can’t compare from a complexity point of view, software companies do such a great job of promoting the ease of installation and use of their products that a common misperception is simply that services isn’t needed.  Based on nearly 30 years of experience in IT consulting, let me tell you that is a huge misperception — there is no replacement for consultants that have deep functional knowledge having worked with enterprise BI solutions for years.  Their expertise accelerates adoption and gets useful solutions into the end customers’ hands much faster than doing it without them.  Training, best practice mentoring, and sharing lessons learned from other customers are extremely valuable and are the key reasons for leveraging consulting services today.

You’ve recently relocated to the Redmond headquarters.  What is it like being in the corporate office compared to out in the field?

It’s great — I like seeing people beyond the FedEx delivery truck drivers!  I’ve enjoyed our Fan Fridays and competitive cooking “smack downs” as well as the opportunity to have in person discussions with my colleagues.  It turns out a lot really does get accomplished over the water cooler in the kitchen!

What do you like best about the area so far?

The water!  I grew up on the southern Oregon coast and spent a lot of time at the beach.  I now live in Kirkland and get to walk along Lake Washington regularly.  It’s beautiful!

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