Justin Johnson

About Justin Johnson

Areas I Excel In Early in my career I served as a social worker and through that…

Experience

1. Director of Global Customer Support

   JumpCloud

   Jun 2022 — Present

   Rapidly promoted to increasingly responsible roles during tenure based on exceptional track record of results. Define/implement standardized Key Performance Indicators (KPIs) to align organizational goals with team benchmarks. Meticulously manage $5M+ departmental budget. Serve as trusted advisor to cultivate relationships with internal/external stakeholders, and C-level executives to foster long term strategies for mutual success. Partner with cross-functional teams to ensure seamless customer delivery and exceptional satisfaction throughout sales cycle. Strategically coordinate global Business Process Outsourcing (BPO), leading team of global contractors. Instrumental in scaling teams from 10 staff in Colorado to five direct reports/80 indirect reports in a 24x7x365 global environment across U.S, UK, Singapore, Australia, Costa Rica, and Mexico. Pioneered first paid support service which transitioned customer support from cost center to revenue generating. Introduced innovation/automation by rolling out multiple tools Salesforce email support, Five9 phone system, and Intercom Chat/AI Tool to provide premium global 24x7 support and reduce customer cases by ~15% in first three months of implementation. Key contributor to growing revenue and profit growth 5x and staff expansion from 100-700 at JumpCloud. Championed first ever Artificial Intelligence (AI) and Machine Learning (ML) solution for support. Deflected 19% cases per month and reduced manual support labor by 100s of hours. Piloted first workforce management team to boost global staffing efficiency including forecasting/hiring model for 24x7 support. Reduced headcount spend by 25%+ in one year without losing headcount while increasing overall cases and customers. Spearheaded continuous Customer Satisfaction (CSAT) improvement 10 of 12 months and deployed first quality assurance platform for unified processes which resulted in 94% CSAT rating with consistent future sustainability.

Education

• Colorado State University

  Graduate Certificate in Computer Information Systems, Computer and Information Sciences, General

  2018 — 2018

• Ohio University

  B.S. Sport Sciences, Major: Sport Management, Minor: Business

  2006 — 2011

Skills

• Marketing Strategy
• Event Planning
• Powerpoint
• Sports Marketing
• Educational Program Design
• Volunteer Management
• Fundraising
• Event Management
• Case Managment
• Social Media
• Sponsorship Activation
• Public Speaking
• Youth Mentoring
• After School Programs