Nathan Johns, Pmp Email and Phone Number
Nathan Johns, Pmp work email
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Nathan Johns, Pmp personal email
At HeadLight, my leadership in customer success management has been defined by innovative strategies and a steadfast commitment to excellence. With a PMP and CCSM certification complementing my customer success expertise, I've spearheaded initiatives that drastically reduced new hire ramp-up times and standardized user deployment processes. My approach centers around enhancing user adoption, satisfaction, and driving revenue growth, underscored by a robust deployment framework and evaluation metrics crafted in Salesforce.My tenure as Manager has been marked by cultivating a team that seamlessly integrates sales, customer experience, and customer feedback to elevate the overall service delivery. By implementing process changes and fostering a culture of knowledge sharing, our team has not only achieved a 100% customer retention rate but also increased account revenues by over 20% year over year. This relentless pursuit of customer success has been instrumental in maintaining high NPS scores and strengthening stakeholder relationships through effective, quarterly business reviews.
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Lead Project Manager And OwnerAnthrasite ServicesTamaqua, Pa, Us
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Co-FounderAnthrasite Services May 2024 - PresentTamaqua, Pennsylvania, United States
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Manager - Customer Success TeamHeadlight Apr 2022 - May 2023Tamaqua, Pennsylvania, United StatesManaged a team consisting of Customer Success Managers, a Learning Program Manager and a Post Sales Engineer for all existing and new customers.HIGHLIGHTS: ► Developed New Hire Training resulting in reduction of ramp-up time to within 30 days of hiring► Created a new Deployment Framework within Salesforce in partnership with a Salesforce developer resulting in more timely and standardized deployment of new users and increased collaboration between sales, CX and customers. ► Initiated process and procedure changes within the department to better facilitate knowledge sharing, voice of the customer information and product feedback. ► Implemented an evaluation process/ metrics for team members further clarifying their KPIs and metrics for quarterly reviews. -
Customer Success ManagerHeadlight Jul 2021 - Apr 2022Tamaqua, Pennsylvania, United StatesManaged a portfolio of private and government accounts billing over $2.2 million annually while owning the renewal and upsell opportunities through the use of Salesforce, JIRA and G-Suite applications. HIGHLIGHTS: ► Successfully completed 20+ onsite and virtual deployments of new customers and users while aligning with customers’ scope, schedule, deliverables, resources and risks. Deployments had 100% NPS customer satisfaction scores and 90% training satisfaction scores. ► Increased account revenue by 20%+ year-over-year including new customer, new user and new product revenue growth. ► 100% retention rate and renewal of all accounts with zero churn. ► Held quarterly business reviews identifying gaps in customer processes and ability to increase utilization of software. Filling these gaps with training, technical support and coaching as necessary resulted in building a community of advocates within customer accounts. ► Lead pilot of new product, Smart Forms, in partnership with asphalt producer association on converting DOT paper forms to a digital process. These forms were adopted by OEM asphalt producers creating new customers and revenue streams for the company. ► Assisted in the revisions to Verizon cellular account reducing the annual spend on cellular plans by ~$30,000 by revising plans, reducing lines and increasing data pool for active lines.
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Government Account ManagerVerizon Aug 2015 - Jul 2021Allentown, Pennsylvania AreaManaged 360+ government and non-profit accounts, billing over $1.8 million annually by soliciting referrals, networking, and prospecting with a portfolio of Software as a Service (SaaS) products in addition to traditional phones, tablets and cellular modems. HIGHLIGHTS: ► Hosted quarterly business meetings with C-Level Executives across accounts resulting in 15%+ year-over-year revenue growth and under 8% active line churn with an NPS score of 65+ (above the industry average of 28 and Verizon average of 12) ► Developed and Deployed Distance Learning and Remote Office Solutions for school districts and non profit organizations serving over 20,000 students and faculty in the Lehigh Valley ► Leveraged connections with local government officials, first responders, and municipalities to expedite storm outage recovery throughout Pennsylvania’s entire Northeastern region; cellular service restored within 36 hours of interruption. ► Converted a high profile government account after two years of diligence and follow up, transferring 100+ lines from a competitor. -
Solutions ManagerVerizon Sep 2014 - Jul 2015Allentown, Pennsylvania AreaManaged end to end business operations for a top performing stand-alone store location and a staff of 17 (sales, customer service, and operations associates). HIGHLIGHTS: ► Contributed to hiring and promotion decisions, analyzed site performance, and strategized growth tactics are just a portion of the initiatives carried out to ensure business objectives were met and our site produced month over month.► I equipped each of my employees with the knowledge and tools to excel, maximize sales, and maintain customer service and retention goals, establishing consistently high performance across the site.► One of the secrets behind our success was my ability to motivate, inspire, and drive action, including conducting daily coaching evaluations and partnering underperforming agents with top sales representatives, monitoring and providing support until standards were met.
Nathan Johns, Pmp Skills
Nathan Johns, Pmp Education Details
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Business Administration And Management, General
Frequently Asked Questions about Nathan Johns, Pmp
What company does Nathan Johns, Pmp work for?
Nathan Johns, Pmp works for Anthrasite Services
What is Nathan Johns, Pmp's role at the current company?
Nathan Johns, Pmp's current role is Lead Project Manager and Owner.
What is Nathan Johns, Pmp's email address?
Nathan Johns, Pmp's email address is na****@****zon.com
What schools did Nathan Johns, Pmp attend?
Nathan Johns, Pmp attended Bloomsburg University Of Pennsylvania.
What skills is Nathan Johns, Pmp known for?
Nathan Johns, Pmp has skills like Leadership, Customer Experience, Solution Selling, Team Building, Consultative Selling, Sales Process, Senior Level Appointments, Strategic Partnerships, Salesforce.com, B2b, Quotas, Google Suite.
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