Brett Johnson Email & Phone Number

Remote

- Orchestrated the full lifecycle of 3 new app solutions and major updates, including 5 innovative AI features, driving product strategy from conception to launch in collaboration with UX, development, and QA teams, under the strategic direction of the CEO at a fast-paced startup.- Enhanced platform usability and customer engagement by leading cross-functional team training, client demos, and collaborating with Marketing and Growth teams on content creation, onboarding improvements, and retention strategies.- Leveraged analytics tools like Mixpanel and user feedback to inform data-driven decisions, optimizing product features, and user experience based on quantitative usage data and qualitative customer insights.- Implemented streamlined processes for development, maintenance, and launch of app solutions and AI features, including writing code for AI tools and working closely with senior developers and the customer success team to align product roadmap with market needs and company objectives.

- Strategically managed relationships with over 30 large enterprise accounts, guiding comprehensive onboarding, training, and sustained support. Led numerous custom app projects, culminating in strong client loyalty and retention.- Onboarded and mentored junior members of the customer success team in the software and client engagement strategies, resulting in enhanced product usage and client success.

- Onboarded and trained 20 Enterprise clients with a high satisfaction rate, resulting in increased retention and revenue growth.- Successfully increased app development efficiency through implementation of new internal processes.- Lead development of new help site articles, increasing customer self-service and decreasing support ticket resolution time.

- Participated in the cohort 4 Fellowship, focusing on learning about sustainability, climate change, and the role of technology in environmental conservation and emissions reduction.- Contributed to the development of a software aimed at encouraging a zero-waste lifestyle, applying knowledge gained during the fellowship to a capstone project.

- Provided expert phone and email support for desktop and web-based software and hardware troubleshooting, significantly improving customer satisfaction.- Led the initial development of a customer support website, reducing support tickets by enabling self-service for common issues.- Actively gave feedback to management on user experiences and common challenges, influencing product enhancements and strategic decisions.

- Managed end-to-end photography projects for real estate clients, demonstrating exceptional project management skills by adhering to strict deadlines and ensuring high-quality deliverables.- Demonstrated proficiency in a variety of software tools for photo editing and client management, highlighting adaptability and a knack for learning new technologies.

- Hired, trained, and managed a team of support reps to deliver exceptional service for 100+ SMBs.- Improved customer satisfaction by establishing a process for documenting and addressing common problems and questions.

- Revamped and enhanced desktop program through Visual Basic 6.- Successfully learned Ruby on Rails with collaborating with an agile team to help develop a new cloud software- Optimized user interface and systematically resolved bugs informed by client feedback via the tech support team, boosting usability and customer experience.

- Delivered expert phone and email support for desktop and web-based applications, enhancing customer satisfaction through effective troubleshooting and user guidance.- Played a pivotal role in communicating customer feedback and identifying prevalent issues to management, driving bug fixes and new features.