Kelley Johnson
Evergreen,CO
Summary
Dynamic and results-driven professional with extensive experience working with and within Sales, Marketing, Operations and Technology to create the exceptional customer experience. Proven track record in leading high-performing teams to drive customer success, retention, engagement and satisfaction. Adept at developing and implementing strategic initiatives to enhance customer engagement, increase revenue and profit, and optimize operational efficiencies. Exceptional communication and relationship-building skills that foster long-lasting partnerships with key stakeholders, both internally and externally. Leverages a unique blend of technical and business acuity with customer-centric mindset to consistently deliver exceptional results that align with organization goals and objectives.
Overview
16
16
years of professional experience
1
1
Certification
Work History
NATIONAL DIRECTOR OF BUSINESS DEVELOPMENT
EMSL ANALYTICAL, INC.
01.2019 - Current
- Lead business development team and activities to support continued growth and nurture relationships, expanding services and contracts to maximize client and account value
- Directly manage team of five (5) business development associates
- Lead growth strategy design, create KPI's/OKR's, and manage implementation/action
- Partner with Sales team to conduct business audits and product analysis for National Accounts on a per-location level, supporting more than 2,000 locations across fifty Consulting & Engineering firms to understand business needs, consolidate services, and improve the Customer Experience
- Assist in negotiating best rates, cross-sell, up-sell, and secure multi-year, recurring agreements through a solutionselling approach to customer service, technical support, and service expansions
- Travel as-needed to see customers in-person to secure and expand business
- Assumed management and direction of Corporate Marketing team
- Championed, conceptualized, design oversight, and implemented a corporate strategy to unite and re-brand diverse service lines with goal to be visually connective
- Over 500 new documents created
- Hired or promoted from within four (4) new employees
- Train, develop and manage
- Travel as needed to Trade-show events
- Collaborate with IT team and work cross-functionally with all EMSL divisions (Operations, Accounting, Sales/Marketing) to successfully bring several technology projects to completion: New Data Extranet Portal (LCR) - Gather requirements, design UI/UX for dashboards, high-level testing and user experience
- New Product Website - Write design specifications as 'expert user' in check-out experience; led marketing team in creating pages for 800+ products, descriptions, photographs, etc
- And SEO
- New Test Management Software - Designed and implemented data initiative (Tableau/SQL) to gather historical data on all 47 EMSL locations to understand what services are performed in all locations; worked with IT on UI/UX for employee search and view
- Industrial Hygiene Division break-out - Designed searchable database for non-technical employees to view technical data on 800+ compound/matrix/method combinations
- Over 30,000 data points created and logged
- Prima$150MM annual revenue expected in 2023
- (20% increase since 2019) Identified and secured new business development across 50 national accounts
- Collaborated with IT to implement business process improvements, systems, and new technologies to improve capacity and communications.
WEST REGION, BUSINESS DEVELOPMENT MANAGER
EMSL ANALYTICAL, INC.
01.2015 - 01.2019
- Directed a cross-functional team of account representatives serving clients in the U.S
- West before creating and assuming a corporate role overseeing enterprise-level strategy, business process improvement, and growth efforts (described above)
- Mentored and coached a team of five (5) sales representatives by driving professional development and individual goals while encouraging the team to build and nurture a pipeline of potential opportunities
- Realized 100% regional growth over four years, building a nearly $20M book of business through multi-year assignments, renewals, and contract expansions
- Facilitated business acquisitions and mergers, serving as the transition manager to successfully integrate four (4) new regional laboratory acquisitions into corporate structure, processes, and systems
- Collaborated with operations, IT, and customer service leadership to identify areas of opportunity and implement business, technology, and people processes to drive efficiency and productivity across a growing enterprise.
VICE PRESIDENT, STRATEGIC MANAGEMENT
CITADEL ENVIRONMENTAL SERVICES, INC.
01.2010 - 01.2014
- Identified, implemented, and led corporate change management, culture building, and digital transformation initiatives to instill consistency and cohesion across business operations, customer service, project management, and training
- Promoted into executive leadership and partnered directly with the CEO to identify areas of improvement while steering a corporate unification strategy aimed at standardizing business, operations, and technology processes, all to improve customer success, retention and satisfaction
- Led a systems implementation and roll-out of an enterprise management system (ERP) designed to align six different verticals and independent lines of business into a cohesive customer and financial management system
- Alleviated disparities between systems ad customer-facing activities to reinforce corporate branding and ensure consistency across products and services previously managed at an individual manager and silo'd level
- Designed report templates, employee dashboards, and technology trainings to establish baseline best practices for customer service, data management, project management, and ERP system use
- Implemented business process improvements to drive a cohesive and intentional corporate culture, including design of a formal employee training and onboarding programs based on Stanford University's 'The Carrot Principle.' Conceptualized and introduced the 'Citadel Green Promise' sustainability program to create internal and external transparency for green initiatives, digital transformation, and environmentally friendly business practices
- Optimized sales, marketing, and product materials within the environmental consulting and engineering verticals, segmenting information by customer and service line to provide more precise delineation of services and processes.
DIRECTOR OF BUSINESS DEVELOPMENT
CITADEL ENVIRONMENTAL SERVICES, INC.
01.2008 - 01.2010
- Pioneered and managed a complete rebranding campaign, including creative assents, logos, marketing materials, and deliverables, while developing a five-year strategic sales and marketing plan that yielded a 20% increase in revenue.
Education
Bachelor of Arts - Business Management and Organizational Leadership
BRANDMAN UNIVERSITY
Skills
- 20 Years as Customer Advocate
- Cross Functional Expert in Sales, Marketing, Operations and Technology
- Program Design & Implementation
- KPI Creation and Management
- Team Building and Mentoring
- Data Visualization & Analysis
- Tableau, Qlik, SQL, CRM, Microsoft Suite
- Hubspot Certified in Sales, Marketing, Customer Success
- Technology Migration and Integration
- Outstanding Communication and Interpersonal Skills
Certification
Leadership in Energy and Environmental Design, Accredited Professional (LEED AP), UNITED STATES GREEN BUILDING COUNCIL
Associations
- San Fernando Valley Business Journal, Women in Business Award Nominee
- Indoor Air Quality Association (IAQA), Southern California Chapter
Timeline
NATIONAL DIRECTOR OF BUSINESS DEVELOPMENT
EMSL ANALYTICAL, INC.
01.2019 - Current
WEST REGION, BUSINESS DEVELOPMENT MANAGER
EMSL ANALYTICAL, INC.
01.2015 - 01.2019
VICE PRESIDENT, STRATEGIC MANAGEMENT
CITADEL ENVIRONMENTAL SERVICES, INC.
01.2010 - 01.2014
DIRECTOR OF BUSINESS DEVELOPMENT
CITADEL ENVIRONMENTAL SERVICES, INC.
01.2008 - 01.2010
Bachelor of Arts - Business Management and Organizational Leadership
BRANDMAN UNIVERSITY