Keith Johnson Email & Phone Number

Austin, Texas Area

Austin, Texas Area

- Lead technical and tactical transition of a large support organization from a tier-based support model to a swarm-based model in less than 6 months. - Ideate, develop, and maintain a complex algorithm to prioritize incoming support issues based on company vision, values, and strategy; Integrate the index with existing software and systems; Advocate.

Austin, Texas Area

• Lead a team to make medium- and long-term recommendations for scaling the User Services organization
• Analyze past support data to create team and individual success metrics
• Implement technical case routing process to ensure our most technically challenging issues are routed to the appropriate internal resource. Manipulate ticketing software using its API and Python
• Continue to iterate on organization-wide metric to quantitatively measure customers' support needs
• Investigate complex customer issues using internal logging tools (Splunk and Qubole)
• Continue to manage support relationships with some of Box's largest customers

Austin, Texas Area

• Advocate internally for some of Box's largest customers.
• Be a technical resource for Box customers, maintaining a satisfaction score of 97+%.
• Lead the Premier Commercial team and ensure new Commercial Premier customers are onboarded appropriately.
• Train helpdesk technicians on how best to support Box and facilitate efficient escalations to Box Premier Services.
• Serve as a technical account manager for some of Box's largest accounts.
• Nominated for Customer Success Recognition Award: Q4 2016 and Q1 2017.

Austin, Texas

• At MC I learned: how to find a shared goal among a dozen different stakeholders; how data is valuable insofar as you can act on it; how to think beyond the horizon.
• Communicate Mission Capital’s mission, grant-funded activities, and sponsorship opportunities to top local and state funders.
• Craft grant proposals and grant reports.
• Research new grant funding sources and create corresponding cultivation, solicitation, and stewardship plans.
• Represent Mission Capital to the Austin/Travis County Pay for Success Task Force and contribute to a federally funded feasibility study on the PFS model for reducing teen pregnancies in Central Texas.
• Manage Mission Capital's Salesforce database; generate reports; manage integrations; ensure data integrity.

Washington D.C. Metro Area

• At FUSA, I learned: the difference between doing good and making change; how to reconcile and present conflicting data; how to advocate tactics on behalf of a vision; and how important it is to organize information.
• Craft proposals for internationally prominent grantmaking organizations.
• Prepare prospect reports for executive leadership.
• Communicate with program leadership and staff regarding expected funder outcomes.
• Prepare and submit interim and final grant reports; track grant-reporting requirements and maintain reporting calendar.
• Manage intern and fellowship recruiting; track all applications and maintain applicant database.

Silver Spring, MD

• At DB I learned: how valuable it is to make quick decisions; how hard it is to quantify diminution of risk; how much harder it is to be a leader than an authority; and how to recognize vision even if you don't get it.
• Oversaw daily operations of a business grossing over $1.25M a year.
• Increased annual gross sales 10+% within first year.
• Managed a team of 20 employees.
• Repeatedly broke monthly sales records.
• Maintained relationships with vendors, contractors, and local regulatory agencies.

Washington D.C. Metro Area

• At HFA, I learned: how much effort it takes to make things look easy, how not to burn popcorn in the office microwave, what leadership looks like, and how hard it is to juggle.
• Managed production process for an annually published book series for healthcare providers.
• Set production schedule and coordinated deadlines for authors, editors, and printers; collaborated with over 20 academic authors simultaneously.
• Edited materials submitted to the organization for publication; created in-house style and usage guide.
• Created, designed, managed, and contributed to HFA Hospice and Caregiving blog.
• Served as Managing Editor of Journeys, a monthly newsletter distributed to over 50,000 people; edited all stories; designed all issues.