Johnny Davis Email and Phone Number
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As a Customer Success Manager, I have led both small and large teams/organizations, driving results, productivity and revenue. Specifically, I have:- Consistently exceeded team goals and KPI's; recognized for increasing customer adoption and ACV; while decreasing attrition metrics.- Helped develop strategies that changed the way companies leverage unforeseen market, segment and product opportunities effectively.- Increased productivity for inside sales teams- Created and staffed scaled operational service centers to support Sales and Clients.- Transformed the world's largest SaaS provider's approach to empowering their global community of technical experts and enterprise architects.- Developed senior leaders and high-functioning teams by providing people with the right experiences, candid feedback, coaching, and training.- Defined balanced scorecard framework that enabled companies/divisions to track performance and drive actionable insights.- Identified, built and iterated processes and tools used to support client and internal users that drove efficiency, reduced costs and improved quality of delivery using PMP methodologies.- Acted as a liaison for customer management communities at worlds largest CRM conference (Dreamforce)- Managed vendor relationships to provide scaled and outsourced service solutions.Areas of Expertise:Customer Success ● Strategy & Execution ● Value Optimization ● Software-as-a-Service (SaaS) Personas & Journey Mapping ● Key Performance Indicators (KPIs) ● Account Management ● Post Sales Enablement ● Business Requirements ● Return-on-Investment ● Cross-Functional Leadership ● Customer Satisfaction & Retention ● Analytic Insights ● Conflict Mitigation ● Public Speaking ● Community Enablement & Execution ● Program Management ● Art of Possible
Zscaler
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Customer SuccessZscaler Jul 2023 - PresentSan Jose, California, UsDriving Customer Success, optimization and new business opportunities by qualifying and nurturing customers in the cyber-security space that have a shared goal of realizing their full cloud potential and user mobility by securely and efficiently connecting their users to all applications from any device, anywhere, at scale.
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PresidentPacifica Education Foundation Jun 2024 - PresentPEF provides community sourced funding to the Pacifica School District to support specific academic and enrichment programs across every elementary grade level (TK-8) and school (6). Programs are chosen based on input from parents, educators and administrators of the Pacifica School District. Visit www.pacificaef.orgI function to drive community awareness, solicit participation, and fund raising efforts by injecting wall-to-wall innovation and a unique brand of "JDEnergy" into our events and Ops processes. -
Vice PresidentPacifica Education Foundation Jun 2018 - Sep 2024PEF provides community sourced funding to the Pacifica School District to support specific academic and enrichment programs across every grade level and school. Programs are chosen based on input from parents, educators and administrators of the Pacifica School District. Visit www.pacificaef.orgI function to drive community awareness, participation, and fund raising efforts; by injecting wall-to-wall innovation and unique energy into our events and Ops processes. Simply, I "uplift" all aspects of the foundation, empowering their ability to sustain existing programs and incubate new ones.
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Member Board Of Directors: Strategy & Volunteer Outreach ChairPacifica Education Foundation Sep 2017 - Jun 2018The Pacifica Education Foundation (PEF) is an all-volunteer, non-profit organization founded to protect and advance quality education for the children of the Pacifica School District.
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Customer Success Manager, Senior PrincipalSalesforce Mar 2018 - Mar 2023San Francisco, California, UsPromoted to drive retention and new business across Health & Life Sciences regional portfolios for America’s most trusted cloud-based software company with revenues exceeding $26.5B. Built strategic relationships with the goal of becoming a trusted advisor to senior executives on digital transformation initiatives, focusing on Governance, and Centers of Excellence methodologies. Analyzed top business priorities with the goal of increasing product functionality and adoption to drive measured value-based outcomes.- Consistent top performer surpassing KPI targets, measuring platform utilization (+ 10%), actual contract value ($1.3M ACV), and customer attrition (<4%).- Key influencer in multi-million-dollar, three-year contract renewal for a major household pharma brand; worked cross-functionally with senior leadership and the account team to drive and showcase product value, while uncovering new ACV opportunities.- Designed and implemented framework enabling leadership to empirically measure the value of customer success programs at macro and micro levels, with the goal of allocating resources strategically. FY22: Designed and delivered pilot framework, methodology, and enablement for team Engagement models; providing leadership engagement value insights.FY19-21: Managed regional portfolio of accounts driving adoption up >10%, exceeding retention target goals, and uncovering new ACV for Sales teams routinely. -
Customer Success, Architecture & Operations Senior ManagerSalesforce Mar 2014 - Mar 2018San Francisco, California, UsPromoted to serve as a steerco lead tasked with developing new foundational processes and maturing existing programs to support large-scale transformation initiatives within customer success operations.- Spearheaded the global design, framework, methodology, and enablement processes for customer accelerators, establishing program uniformity to solve customer challenges in a repeatable, scalable format, which is still leveraged today.- Improved speed to value by 50% by implementing the new success framework (Accelerators) designed to align specialized success resources to customer challenges effectively.- Simplified success content intake processes, reducing content development and approval time by 20% and streamlining global content localization and internationalization efforts by 50%.
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Customer Success, Global Community LeaderSalesforce Oct 2011 - Mar 2014San Francisco, California, UsHand-selected and promoted to mentor, lead, and empower a global community of 200 Success Architects on best practices, mitigating role challenges, and up-leveling soft/hard skills through training and professional development forums. Managed critical aspects of the role transformation and rebranding efforts.- Developed communications, KPIs, job descriptions, leveling guides, and marketing assets for the largest Customer Success role transformation initiative, enabling Salesforce to attain 100% capacity in four months; qualified ~50% of the team to transition from Cloud Success Technologists to their new Success Architect role.- Generated 35% departmental cost-savings with a 95%+ employee satisfaction rating.- Named Program Manager for the world's largest annual CRM expo (Dreamforce) tasked with developing and executing “Circles of Success” for more than 4K participants from 2K+ companies, annually; six years running.- Exceeded KPI targets by delivering 50% more customer impressions and increased capacity; and a 4.8/5 CSAT rating through the execution and rollout of the new scale pilot model.
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Sr. Customer Success ManagerSalesforce Jul 2008 - Oct 2011San Francisco, California, UsHired to oversee the CRM implementation and adoption for 20+ strategic Vertical Global Enterprise accounts, supporting >$5M ACV. Produced success blueprints to meet technical/business requirements and address gaps in functionality. Led strategies to help companies effectively deliver staffing, support, and customer content. - Consistently acknowledged as a top contributor and thought leader for strategic internal initiatives and transformative programs such as Premier Services Upsell, Customer Success Excellence, and Employee Onboarding & Mentorship Programs.- Increased first call resolution rate by 40%+ by standardizing governance and taxonomy models across the Global Success Knowledge Base.- Quickly recognized as a role model and leader in customer success, routinely exceeding established KPI targets, ie: (ACV, adoption, and attrition).
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National Inside Sales ManagerOpentable Aug 2006 - Jul 2008San Francisco, California, Us- Generate inside sales of a Dining Incentives Service to Independent and Corporate accounts across North America and Canada. Duties include consultative presentations, solution and value-based selling techniques to qualify leads, discover requirement sets, demonstrate applicable solution concepts and, developing metrics-based values presented to VP’s, GM’s, and executives. Solutions include licensed software, hosted services, maintenance, and consultative training services.- Key responsibility of driving deeper adoption and utilization of OpenTable.com services through webinars and teleconference meetings to improve and nurture customer satisfaction.- FY2008: Achieved 220% quota achievement- FY2007: Achieved 178% quota, setting new company records each quarter -
Senior Operations Planning AnalystOpentable Jun 2003 - Aug 2006San Francisco, California, Us- Metric reporting, process analysis and presenting conclusions/recommendations to Directors/VP’s- Assisted in the development of our Sarbanes-Oxley (SOX) compliancy audit by preparing work flow controls analysis for documentation and recommendations.- Internal Product Manager. Developed internal policies, procedures, customer-facing collateral, and application development methodologies to ensure user acceptance. - FY2006: Process documentation, control identification for SOX audit. Relocated to FL.- FY2005: Improved workflow on distribution process; cutting time to delivery by 50%+. Implemented an internal knowledge base to centralize/organize data. Savings of $250K YoY.- FY2004: Restructured inbound customer email flow; reducing admin efforts by over 75%. An exponential savings of $230K compounding annually.- FY2003: Implemented process changes yielding a savings of $200K+ and 4000+ labor hours captured in one year for our Operations Department.
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Mgr, Customer Support Network OperationsOpentable Feb 2001 - Jun 2003San Francisco, California, Us- Responsible for managing a team of twelve Tier 1 and 2 support agents and escalations. Successful headcount planning and utilization reduced department expenses ~30% while increasing CSAT metrics. Facilitated regular team enablement events.- Collaboration with Sales, Product, Engineering, Implementation and QA teams.- FY2003: Developed internal hub for maintenance and repair of our product platform; instead of outsourcing. Saved $15K in the first year – rising exponentially.- FY2002: Implemented support policies creating billable services with structured pricing resulting in 30%+ increased revenue contributions and 50% reduced call handle time.- FY2001: Developed a national call center for a rapidly maturing start-up company. Developed process documentation, escalation paths and procedures, trained tier 1 and 2 support agents on customer-centric support processes.
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Senior Operations CoordinatorOpentable Nov 1999 - Jan 2001San Francisco, California, Us- As employee #12; my primary focus was implementing our beta product onsite, training customers, and relaying feedback to Product and Engineering teams in an upstart “dot com” environment. - Technical Sales Engineer called on for negotiating unique implementation scenarios, and a key player in the development of the company’s proprietary software and documentation. - FY2000: Hand selected to oversee the opening/development of our international partner in Paris, France. Communication and problem-solving abilities were my most valued assets.
Johnny Davis Skills
Johnny Davis Education Details
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University Of North Carolina At Chapel Hill -
University Of San Francisco, Computer SciencesManagement & Network Engineering
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Santa Fe Community CollegeBachelor Of Business Administration (B.B.A.)
Frequently Asked Questions about Johnny Davis
What company does Johnny Davis work for?
Johnny Davis works for Zscaler
What is Johnny Davis's role at the current company?
Johnny Davis's current role is A Maverick and Innovator with a proven track record of engineering and executing scale programs in Customer Success, Operations, and Community Building by dispensing my own unique brand of infectious energy..
What is Johnny Davis's email address?
Johnny Davis's email address is jo****@****ail.com
What is Johnny Davis's direct phone number?
Johnny Davis's direct phone number is +141527*****
What schools did Johnny Davis attend?
Johnny Davis attended University Of North Carolina At Chapel Hill, University Of San Francisco, Computer Sciences, Santa Fe Community College.
What are some of Johnny Davis's interests?
Johnny Davis has interest in Social Services, Children, Economic Empowerment, Education, Environment, Science And Technology, Disaster And Humanitarian Relief, Human Rights.
What skills is Johnny Davis known for?
Johnny Davis has skills like Crm, Saas, Salesforce.com, Cloud Computing, Management, Competitive Analysis, Strategy, Account Management, Leadership, Enterprise Software, Customer Relationship Management, Software As A Service.
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