Nathan Johns, Pmp Email & Phone Number

Tamaqua, Pa, Us

Tamaqua, Pennsylvania, United States

Tamaqua, Pennsylvania, United States

Managed 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.

Tamaqua, Pennsylvania, United States

Managed 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.

Allentown, Pennsylvania Area

Managed 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.

Allentown, Pennsylvania Area

Managed 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.