Darius Johnson
Holland,OH
Summary
Experienced Enterprise Client Success Specialist with 6+ years in the EdTech sector. Skilled in using Salesforce CRM and ChurnZero analytics to improve operations and offer data-driven insights. Proven ability to onboard and train 300+ enterprise teams, build relationships, and reduce churn rates with innovative strategies.
Overview
6
6
years of professional experience
10
10
Certification
Work History
Technical Support Agent & Enterprise Client Success Specialist
Edlio
07.2023 - 07.2025
- Onboarded 300+ school teams, enhancing client satisfaction and product use.
- Provided tailored guidance to Los Angeles Unified School District, boosting solution value.
- Built client trust through consistent service and support.
- Conducted virtual meetings to improve user proficiency and satisfaction.
- Implemented targeted training sessions that resulted in measurable improvements in user proficiency and overall client satisfaction.
- Monitored client progress and resolved issues promptly, ensuring seamless experiences and reducing support ticket volume.
Customer Success Specialist
Edlio
06.2021 - 07.2025
- Served as primary knowledge resource for 350+ clients, providing technical support for system, design, and account management issues.
- Delivered internal platform expertise to cross-functional teams including Sales and Marketing departments to support product inquiries.
- Developed Salesforce reports and dashboards while optimizing workflows to enhance team productivity and operational efficiency.
- Created ChurnZero analytics reports and forecasting models to identify at-risk accounts and implement retention strategies.
- Conducted comprehensive client training sessions on proprietary CMS platform, sales processes, contract renewals, and best practice development.
- Onboarded and trained new Client Success team members on Edlio CMS and internal CRM systems to ensure consistent service delivery.
Shift Supervisor
Starbucks
10.2020 - 06.2021
- Managed daily sales operations averaging $7,000 USD while leading team of 8+ partners.
- Established performance-oriented culture resulting in improved employee satisfaction and retention.
- Created effective scheduling systems that optimized individual abilities to meet demand expectations.
- Generated loyal customer relationships through hospitality leadership and consistent service quality.
- Recognized with Partner of the Quarter Award for exceptional performance and leadership.
Store Manager (Seasonal)
Starbucks
03.2019 - 10.2020
- Improved store rating from 3.7 to 4.2 by fostering a welcoming environment.
- Managed supply chain relationships and invoices for store efficiency.
- Developed and executed social media and rewards programs for customer engagement.
- Identified workflow inefficiencies and implemented strategies for growth.
- Enhanced community positivity, contributing to noticeable service improvements.
Education
Associate of Arts - Digital Media
San Joaquin Delta College
Stockton, CA04.2015
Skills
- Technical application support
- Customer support ticket handling
- Network configuration
- Effective relationship management
- In-depth product knowledge
- Troubleshooting and technical guidance
Certification
- Git & GitHub - Codecademy (Feb 2023)
- Git BASH & CLI - Codecademy (Feb 2023)
- Edlio Leadership Academy Graduate - Edlio Leadership Academy (Sep 2022)
- Google IT Support Specialization - Coursera (Dec 2020)
- IT Security: Defense against the Digital Dark Arts - Coursera (Dec 2020)
- Operating Systems: Becoming a Power User - Coursera (Dec 2020)
- Programming Foundations: Fundamentals - LinkedIn (Dec 2020)
- System Administration and IT Infrastructure Services - Coursera (Dec 2020)
- Technical Support Fundamentals - Coursera (Nov 2020)
- The Bits and Bytes of Computer Networking - Coursera (Nov 2020)
Timeline
Technical Support Agent & Enterprise Client Success Specialist
Edlio
07.2023 - 07.2025
Customer Success Specialist
Edlio
06.2021 - 07.2025
Shift Supervisor
Starbucks
10.2020 - 06.2021
Store Manager (Seasonal)
Starbucks
03.2019 - 10.2020
Associate of Arts - Digital Media
San Joaquin Delta College
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