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Work Background
CalendlyCustomer Success Manager III
Jun. 2022 - Dec. 2024RemoteCustomer Experience Impact Award Recipient: "Johna is works diligently to enhance the way CS works with each other and with other teams like product and marketing. Two key examples are the efforts she made with Voice of Customer, many of the requests are now in development for Q4, and most recently her work on the Executive Assistant use case collateral. She is constantly striving to push the needle further in resourcing and support of our customers. We would not be making as much progress on the product front had it not been for her direct efforts consolidating and pushing our biggest requests." • Managed a portfolio of 70 enterprise accounts totaling $2M in revenue, served as a strategic thought-partner dedicated to the customers' business objectives with a focus on driving platform adoption. • Conducted executive business reviews with key stakeholders to review performance metrics, discuss goals, and adjust strategies to ensure value realization. • Analyzed usage data and feature adoption to identify trends, implement retention strategies, and proactively mitigate churn risks resulting in above average retention rates. • Spearheaded a Voice of the Customer program in partnership with product, marketing and customer experience teams. This initiative directly influenced the product roadmap and impacted business decisions. • Scaled-Digital Customer Success Team Lead responsible for ideating, creating, and refining customer-facing content focused on driving engagement, usage and advocacy to align with customer needs and Calendly’s business goals. • Facilitated training sessions and developed educational resources to enable customers to maximize their use of the platform, driving platform proficiency and long-term success. • Leader of strategic process improvements and creation of scalable initiatives to drive adoption through playbooks and digital success plans.
GartnerClient Success Manager, Global Enterprise
May. 2019 - Jun. 2022Fort Myers, Florida, United States• Responsibilities included supporting $5.6 Million CV per year across multiple product types and IT domains. Working with C-Suite Executives & Senior IT Leaders to ensure they receive utmost value of their investment. • Developed an in-depth knowledge of client’s business, industry, and critical priorities. Provided strategic partnership to build a strong business case for renewal throughout the contract lifecycle. • Drove continuous client engagement and value by ensuring the connection of key business and technology-related decisions and initiatives to Gartner expertise. • Collaborated with the Strategic Accounts team on delivery-oriented activities: prospecting new business, creating and delivering client impact assessments, and building business cases for renewal conversations with key C-level stakeholders. • Performed initial onboarding of accounts with enterprise level clients, ensuring strong adoption and ongoing engagement throughout the client’s lifetime. • High touch monthly interactions with each client in my portfolio to review key initiatives. • Collected quantifiable and qualitative value statements from clients to be used in renewal discussions. • Cultivated personal relationships with clients based on trust, business value, and excellent client service. • Coached peers on best practices related to rapport building, habit building, active listening, and overcoming process challenges.
GartnerClient Success Partner, Global & Large Enterprise
May. 2019 - Aug. 2021Fort Myers, Florida, United States
LaPlaya Beach and Golf ResortCatering Sales Manager
Apr. 2018 - Apr. 2019
The Club at GrandezzaDirector of Banquets and Catering
Feb. 2017 - Apr. 2018
The Club at GrandezzaCatering Sales Manager
May. 2015 - Feb. 2017
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