Kianna Johnson
Larchmont,NY
Summary
Dynamic and results-driven Senior Client Success professional with over nine years of experience in customer service. Proven ability to build long-lasting client relationships, drive retention, and provide data-driven insights to meet and exceed recruitment goals. Skilled at leading cross-functional team meetings, managing complex client accounts, and delivering measurable ROI. Seeking to leverage my strategic expertise and creative problem-solving skills as a Technical Apprentice Engineer with the BOOST Program at Indeed.
Overview
6
6
years of professional experience
Work History
Senior Client Success Specialist
Indeed.com
New York, NY
04.2021 - Current
- Cultivate and manage long-term relationships with key clients, achieving an average revenue retention rate of over 78%, equating to more than $12 million in retained revenue while in the dedicated model.
- Lead data-driven client meetings to analyze campaign performance, measure ROI, & provide actionable insights that align with clients' recruitment goals.
- Collaborate with internal teams, including Sales, Product, Finance, & Technical departments, to deliver seamless solutions and resolve high-level client issues.
- Consistently exceed CS KPIs quarter over quarter, demonstrating a strong commitment to client success and retention.
- Played a pivotal role in improving internal processes by streamlining the CS Bootcamp initiative, which enhanced product knowledge & internal training consistency.
- Organized and facilitated cross-departmental team meetings featuring speakers from UX, CS Management, & other departments, promoting a collaborative and inclusive work environment.
Client Support Manager
Century Consulting Services
New York, NY
07.2018 - 04.2021
- Oversaw the training and integration of all team members by providing coaching & breakdown of calls/correspondence to uphold a quality of excellence for the clientele.
- Supervised a team of 17-25 employees, providing coaching and performance feedback to ensure high-quality client support & adherence to best practices.
- Coordinated with the department Directors and other cross-functional divisions to conduct audits and reviews of staff database entries, aiming to achieve complete accuracy & resolve discrepancies.
- Communicated policy updates and information to the team to assure seamless efficiency of the new protocols.
- Co-managed department schedules to maximize PTO/Sick time coverage in all HR reporting systems.
Education
Bachelor of Arts - International Studies
Manhattan College
The Bronx, NY05.2014
Skills
- Client Relationship Management
- Data-Driven Insights & ROI Analysis
- Cross-Functional Team Leadership
- Strategic Problem Solving & Conflict Resolution
- Client Retention & Revenue Growth
- Product Knowledge & Technical Proficiency (Salesforce, JIRA, Zendesk, Tableau)
- High-Level Communication and Presentation Skills
Timeline
Senior Client Success Specialist
Indeed.com
04.2021 - Current
Client Support Manager
Century Consulting Services
07.2018 - 04.2021
Bachelor of Arts - International Studies
Manhattan College
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