Johnny T Johnson
Customer Success Consultant @Self
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WORK HISTORY
Customer Success Consultant @Self
US
Builds strong client relationships and drives retention by serving as the main point of contact across onboarding, product training, and long-term engagement, translating business goals into actionable success plans and leading recurring touchpoints that increase customer satisfaction and renewal rates.• Leads customer onboarding and implementation projects by managing timelines, delivering live training sessions, configuring platforms to meet client-specific requirements, and coordinating with cross-functional teams to deliver seamless transitions and accelerate time-to-value.• Monitors account health and customer lifecycle milestones by analyzing usage data, adoption trends, and feedback to identify risks or opportunities, then initiating interventions, success plans, or expansion strategies that align with both client KPIs and internal growth goals.• Delivers tailored product consultations and performance reviews by preparing quarterly business reviews (QBRs), showcasing ROI metrics, offering optimization recommendations, and maintaining executive alignment to support long-term customer outcomes.• Collaborates cross-functionally with Product, Sales, and Support by communicating customer needs, documenting feature requests, resolving technical issues, and influencing roadmap decisions that contribute to customer satisfaction and company-wide alignment.• Manages contract renewals and expansion conversations by leveraging account insights, usage benchmarks, and relationship history to influence decision-makers, guide upsell opportunities, and maintain high renewal rates in competitive B2B and SaaS environments.
ABOUT JOHNNY T JOHNSON
Experienced and results-driven IT with over 25 years of expertise in managing strategic accounts, overseeing enterprise-level new installations, and addressing complex technical issues, whether operating independently or within secure customer data networks. Demonstrated proficiency in directing and managing field support teams, optimizing workflows, enhancing communication channels, and maintaining high levels of customer satisfaction. Exceptional at leading technical teams, maintaining composure under pressure, and driving teams to resolve critical challenges effectively. Proven ability to adhere to cost parameters set by executive leadership, ensuring field team engagement, conducting customer meetings, and achieving profitable outcomes. Skilled in developing comprehensive training programs, collaborating with sales teams to quote new solutions and resolve difficulties, and implementing cost control measures to align with senior management\'s profitability targets. Adept at fostering strong customer relationships and ensuring compliance with organizational standards and regulatory requirements:• Operations Management• ITIL Processes• Profit and Loss Analysis• Area Service Management• Customer Engagement / Service • Project Management• High-Level Contracts Negotiations• Training Programs• Sales Collaboration• Team Leadership • Data Analysis• Payroll Management• Cost Oversight• Revenue Generation• Third-party Products Mgmt.
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