Stephanie Johnson, Mba, Smc Email & Phone Number

San Antonio, Tx, Us

San Antonio, Texas Metropolitan Area

•Exceeds individual metrics (KPIs) which include retention, upsell, qualifying leads and case studies. •Provides feedback on team processes and identifies/executes on process improvements to maximize efficiencies and operational gains to include Call-To-Action (CTA), Playbooks, Success Plans, and Customer 360 in Gainsight along with creation and rollout of new Quarterly Business Review Deck for peer CSMs. • Provides education and coaching to drive product adoption, enhance product… Show more •Exceeds individual metrics (KPIs) which include retention, upsell, qualifying leads and case studies. •Provides feedback on team processes and identifies/executes on process improvements to maximize efficiencies and operational gains to include Call-To-Action (CTA), Playbooks, Success Plans, and Customer 360 in Gainsight along with creation and rollout of new Quarterly Business Review Deck for peer CSMs. • Provides education and coaching to drive product adoption, enhance product value, and achieve return on investment for customers to deepen their relationship. • Leverages the voice of the customer to provide feedback to the Product Team to influence future to roadmaps. • Identifies successful customers and turns them into advocates, measured by participation in reference calls, case studies, webinars, and in person events.• Engaged member of Diversity, Equity, Inclusion, Belonging Committee and a leader for the Women's Employee Resource Group. Show less

At FM: Systems, I create customer profiles to show a 360 view of support tickets, issues, tenure, sentiment, and better understanding of the customer experience in current state. I partner with Sales to increase customer satisfaction by being the liaison between internal departments and the customer to drive resolution. My focus is on fostering relationships with the customer to gain insights into the overall experience and leverages those outputs to drive internal business process… Show more At FM: Systems, I create customer profiles to show a 360 view of support tickets, issues, tenure, sentiment, and better understanding of the customer experience in current state. I partner with Sales to increase customer satisfaction by being the liaison between internal departments and the customer to drive resolution. My focus is on fostering relationships with the customer to gain insights into the overall experience and leverages those outputs to drive internal business process changes. Show less

San Antonio, Texas Area

In Customer Success at Rackspace, I managed and owned enterprise accounts worth $25K to $200K in monthly spend. I drove collaboration with the Sales and Service Delivery team to meet technical, business, and support needs across my portfolio of stakeholders. I served as a Member of the Churn War Room to discover solutions and brainstorm alternative avenues aimed at motivating and mentoring Account Managers to overcome obstacles. Through holistic Root Cause Analyses, I was able to… Show more In Customer Success at Rackspace, I managed and owned enterprise accounts worth $25K to $200K in monthly spend. I drove collaboration with the Sales and Service Delivery team to meet technical, business, and support needs across my portfolio of stakeholders. I served as a Member of the Churn War Room to discover solutions and brainstorm alternative avenues aimed at motivating and mentoring Account Managers to overcome obstacles. Through holistic Root Cause Analyses, I was able to resolve issues from identification to resolution and ensure customer expectations are achieved. I worked cross-functionally with experienced technical and digital teams and analyzed operational processes, escalation procedures, and performed training needs assessments to identify weaknesses and improve overall quality. I maximized the strength of the customer relationship by building a solid rapport with stakeholders in both the client and the Rackspace organization through identifying and taking advantage of sales, networking, and public relations opportunities and manage difficult situations to ensure Rackspace’s reputation of FANATICAL support is upheld. Awards and Recognition:Inspiring Mission Award winner December 2015 of the Preferred SegmentRevenue ChampionsVoice of Customer Thought LeaderProgram Manager for Executive Leadership Team: Behind the Curtain event for POWERBoard of Communications for POWER Show less

As a Sales and Market Trainer, I mentored and coached new Agents and assisted with onboarding to sales teams. I also built relationships with clients to facilitate the transaction of purchasing and selling a home. I created white paper marketing materials to educate potential clients on processes of buying and selling a home.

As Chief of Staff and Executive Operational Planning Advisor, I supported the department President and coordinated all communication requirements based on the Executive Council, COO, and Board of Directors. I delivered advice and guidance on communication materials with Executive management and SMEs. I facilitated planning with internal and external partners to communicate goals, objectives, and strategies to the entire team. I provided support for monitoring and documenting progress to… Show more As Chief of Staff and Executive Operational Planning Advisor, I supported the department President and coordinated all communication requirements based on the Executive Council, COO, and Board of Directors. I delivered advice and guidance on communication materials with Executive management and SMEs. I facilitated planning with internal and external partners to communicate goals, objectives, and strategies to the entire team. I provided support for monitoring and documenting progress to achieve business goals and communicated to stakeholders. Additionally, I prepared the President for daily/weekly/monthly business meetings, speaking engagements, filming, and company visits. I assisted project teams in the development and implementation of employee department events and business conferences. Show less

As a User Experience Design Strategist, I partnered with Executive sponsors, stakeholders, and member research to facilitate strategic sessions for defining the target state to including brainstorming, innovation, and real-time prototyping and journey mapping. I advocated for the customer view and applied a customer-centric lens to a problem. One of my favorite aspects of the role was creative problem-solving and joining in sessions focused around envisioning and member-centric thinking… Show more As a User Experience Design Strategist, I partnered with Executive sponsors, stakeholders, and member research to facilitate strategic sessions for defining the target state to including brainstorming, innovation, and real-time prototyping and journey mapping. I advocated for the customer view and applied a customer-centric lens to a problem. One of my favorite aspects of the role was creative problem-solving and joining in sessions focused around envisioning and member-centric thinking with business partners. I communicated and translated findings into recommended changes using sketches, flow, diagrams, wireframes, mockups, prototypes, member experience blueprints, visual concepts, and business cases. In this role, I taught an internal course based around the Stanford School of Design - Design Thinking Methodology. My team created, taught, and spearheaded this course within the organization. Show less

As a Senior Financial Foundations Specialist, I project managed a quotes-not-sold pilot project in the Insurance Agency and monitored and coordinated its success. I provided customer telephone support and service for Members regarding insurance policies. I empathized with Members and provided integrated solutions to make it easy for members to acquire multiple USAA products.

As an Internet Marketing Coordinator, I project managed the Park Perks Pass program including planning, monitoring, and executing the program for 200 participants. I also serve as a Relationship Manager for SeaWorld San Antonio partner hotels and fostered the User Experience for front line staff. I partnered with the communications department to integrate vacation packaging in multiple channels. I also maintained the SeaWorld SA website to build a simple online experience design for… Show more As an Internet Marketing Coordinator, I project managed the Park Perks Pass program including planning, monitoring, and executing the program for 200 participants. I also serve as a Relationship Manager for SeaWorld San Antonio partner hotels and fostered the User Experience for front line staff. I partnered with the communications department to integrate vacation packaging in multiple channels. I also maintained the SeaWorld SA website to build a simple online experience design for potential visitors. Show less

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Texas Real Estate License, Real Estate

Bachelor Of Business Administration (B.B.A.), Marketing