Tayla

Willms

I make software easier to adopt, and easier to love. Five years building client success at scale — and designing the products that keep people in them.

I work at the crossover between two disciplines that rarely talk to each other. Being the person on the phone with a frustrated user changes every design decision I make. I know where adoption breaks, what questions go unasked, and what it costs when onboarding fails — and I build against all of it.

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Experience

EyeCarePro

Full-time

Client Success Specialist

2024 – Present

SaaS practice management platform serving independent optometrists across North America.

  • Own the full post-sale client journey across a portfolio of 35+ active practices — from kickoff and onboarding through to long-term account health and retention
  • Led enterprise-level platform migrations, coordinating cross-functional teams to move accounts from legacy systems with minimal disruption to practice operations
  • Designed and operationalised a repeatable onboarding framework that reduced time-to-go-live and created clear handoff structures between sales, onboarding, and support
  • Managed website redesign projects end-to-end for optometry clients — improving functionality, usability, and performance
  • Supported QA testing of new platform features, identifying bugs and usability issues before release — acting as the internal voice of the customer

Web Design & Development

Contract

Web Designer & Developer

via Resolutum · 2020 – 2024

Multiple clients across industries requiring website design, build, and ongoing content management.

  • Designed and developed client websites from brief to delivery — handling UX, visual design, and build across a range of industries and brand requirements
  • Managed ongoing website updates, content uploads, and technical troubleshooting across multiple live client accounts simultaneously
  • Coordinated directly with clients to translate vague briefs into clear project scopes, timelines, and polished final deliverables

Bursary Management Platform

Contract

Platform Administrator

via Resolutum · 2020 – 2024

Coordinating a digital bursary system connecting student applicants with partner funding organisations.

  • Administered the bursary management platform end-to-end — overseeing the full application lifecycle from submission through to partner organisation review
  • Managed communication between applicants and partner organisations, ensuring clarity, timeliness, and appropriate escalation of complex cases
  • Provided frontline technical support to platform users, diagnosing and resolving issues while maintaining clear documentation of recurring problems

Skills

UI Design UX Research Figma Prototyping Wireframing Design Systems Client Success Platform Migrations Project Coordination CMS Management QA Testing Stakeholder Communication Technical Support Process Improvement Client Onboarding & Training
Currently seeking full-time roles

Let's work together.

Open to full-time and contract positions in Client Success, UI/UX Design, or Project Management. Based in South Africa — remote-ready.

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