Leena Johnson
Fremont
Summary
Results-oriented Program & Client Management leader with a track record of transforming enterprise engagements into measurable business outcomes. Achievements include a 40% boost in demand forecasting accuracy and a 30% increase in operational efficiency, underscoring the ability to drive substantial growth and customer satisfaction through effective implementation strategies.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Client Partner
Zuora
08.2025 - Current
- Drive long-term business growth for a portfolio of enterprise implementing customers by leading engagements from presales scoping through post-go-live, ensuring clients successfully adopt Zuora's Billing and Revenue platform to achieve their Order-to-Cash objectives.
- Develop trusted executive-level relationships across Finance, RevOps, and Engineering organizations at strategic accounts — serving as the primary point of accountability for implementation health, escalation management, and expansion.
- Collaborate with Account Executives, Delivery Managers, and Solution Architects to qualify service opportunities, define implementation scope and timelines, estimate level of effort, and draft Statements of Work — owning P&L for the services portfolio.
- Map customers' business initiatives and digital transformation roadmaps to Zuora's platform capabilities, accelerating adoption of consumption billing, usage metering, hybrid subscription models, and AI-linked monetization structures.
- Partner with Global System Integrators (GSIs) to establish governance frameworks and delivery alignment, ensuring consistent quality and on-time execution across complex, multi-workstream programs.
- Lead customer escalations proactively, restoring confidence and structuring clear remediation paths — drawing on deep knowledge of Zuora Billing, Revenue, and Orders architecture to diagnose root causes quickly.
- Cultivate strategic accounts as Zuora advocates within the Subscription Economy community; communicate upcoming product changes, roadmap enhancements, and platform best practices to executive stakeholders.
- Become a subject-matter expert on subscription billing, revenue recognition, and the Journey to Usership — advising customers on modernizing legacy Subscribe/Amend postures toward Orders-first, consumption-ready architectures.
- Global Services — Monetization Transformation
Program Management Lead
Amazon
06.2024 - 08.2025
- Developed the first comprehensive demand forecasting model for 3,100+ partner stores, achieving a 40% improvement in forecast accuracy.
- Architected a data modeling system integrating Prime customer behavior and geography for real-time operational efficiency.
- Created a quarterly newsletter reaching 500+ stakeholders with 80% engagement, improving transparency in product development.
- Established a central channel for sharing customer experience wins through Voice of the Customer, reducing duplicated efforts by 40%.
- Improved customer satisfaction scores by 7 points through data-driven enhancements from the Virtual Walk the Store program.
Director, Client & Business Operations
Cisco Systems Inc.
06.2007 - 04.2024
- Led a team of 10 program managers executing a multi-million-dollar transformation portfolio to enhance Cisco's operational capabilities for SaaS and ELA business models, improving efficiency and scalability.
- Led the implementation and integration of ERP and business intelligence systems, streamlining workflows and reducing operational costs by 20%.
- Directed major system upgrades and data migrations aligned to strategic business goals, contributing to a 30% improvement in partner strategy alignment.
- Established a new partner program with clear standards and compensation models, resulting in a 40% increase in service delivery efficiency.
- Designed a more efficient product launch model that reduced team size from 25 to 5 while improving launch timelines by 50%.
Lead – Business Operations, Channels & Partners
Cisco Systems Inc.
05.2018 - 04.2022
- Enhanced partner relationships leading to a 25% increase in satisfaction and 15% revenue growth.
- Supported the generation of over $2 billion in SaaS revenue by pivoting toward recurring revenue streams.
- Launched a standardized partner program, improving performance metrics by 35% and reducing onboarding time by 50%.
Lead – Architecture Business
Cisco Systems Inc.
04.2014 - 04.2018
- Drove strategic improvements achieving a 30% boost in operational efficiency across departments.
- Streamlined partner program launches to under 6 months, enhancing market responsiveness.
- Designed a Commerce Renewals Platform adopted by 70,000 partners, resulting in a 25% revenue increase.
Lead – Business Analyst
Cisco Systems Inc.
05.2007 - 04.2014
- Created innovative offer structures, enhancing partner engagement and satisfaction.
- Launched a global service program for 70,000 channel partners, driving widespread operational improvements.
Leader, Customer Service Management
ICICI Prudential Mutual Funds
04.2004 - 01.2007
- Led customer support teams to deliver exceptional experiences for portfolio holders, including international clients.
- Collaborated with fund managers to resolve concerns for top-tier investors while ensuring regulatory compliance.
- Designed an efficient CRM system for rapid query resolution, leveraging market trend insights.
Education
MBA - Business Management
Narsee Monjee Institute of Management Studies
Mumbai, IndiaM.S. - Biology
University of Mumbai
Mumbai, IndiaB.S. - Biology
University of Mumbai
Mumbai, IndiaSkills
- Strategic Account Management
- Client Revenue Management
- SaaS leadership
- Market Strategy Development
- Subscription billing
- Financial Strategy Development
- Portfolio management
- Team leadership
- Escalation management
- Process improvement
- System integration
- Executive Relationship Building
Websites
Certification
- Zuora Billing 101 and 201
- Zuora Revenue 101 and 201
Timeline
Senior Client Partner
Zuora
08.2025 - Current
Program Management Lead
Amazon
06.2024 - 08.2025
Lead – Business Operations, Channels & Partners
Cisco Systems Inc.
05.2018 - 04.2022
Lead – Architecture Business
Cisco Systems Inc.
04.2014 - 04.2018
Director, Client & Business Operations
Cisco Systems Inc.
06.2007 - 04.2024
Lead – Business Analyst
Cisco Systems Inc.
05.2007 - 04.2014
Leader, Customer Service Management
ICICI Prudential Mutual Funds
04.2004 - 01.2007
MBA - Business Management
Narsee Monjee Institute of Management Studies
M.S. - Biology
University of Mumbai
B.S. - Biology
University of Mumbai