Justin Cagney

Led organizational strategy and enablement in Customer Technologies, shaping digital solutions and adoption across ~130K customers (~$9.4B revenue). Used CRM and operational data to prioritize alignment across segmented account base. Operationalized KPI frameworks into OKR tracking, performance dashboards, and leadership reporting rhythms used to monitor organizational health and execution progress. Coordinated with finance to support organizational planning and execution. Acts as Chief of Staff to leadership, facilitating alignment, staff forums, and execution of strategic priorities. Partnered with Product and Operations stakeholders to align performance metrics with organizational priorities and customer outcomes. Concurrently managed a regional Customer Technology Consultant team during restructuring. Awards: Key Contributor (2025, 2026)

(Concurrent role through Dec 2025) Led a regional customer technology organization delivering onboarding and implementation for FedEx shipping platforms, ensuring adoption and retention across ~$520M in revenue (~7.2K customer entities). Managed and coached a team of Customer Technology Consultants on adoption, technical risk mitigation, and customer success interventions to protect recurring revenue. Analyzed adoption challenges and coached consultants on strategies to improve engagement, retention, and recurring revenue. Partnered with Sales, Product, and Operations to align adoption strategies with revenue goals and ensure seamless customer experience. Onboarded one of the first customers on FedEx Surround, guiding adoption and onboarding for additional enterprise accounts.. Established consistent planning, performance review, and enablement practices, improving predictability of outcomes and service quality. Awards: Five Star (2023), GEM Award (2022), Key Contributor (2020, 2023), Bravo Zulu (multiple times)

Served as a trusted technology advisor for FedEx’s largest enterprise customers, supporting a $6B portfolio (~10 accounts). Delivered technical adoption guidance, proactive risk mitigation, and operational enablement, driving adoption and reducing revenue churn risk. Analyzed adoption challenges and implemented targeted strategies to improve customer engagement and retention. Led migrations from legacy platforms to modern solutions, improving platform scalability and stability. Resolved critical production issues to ensure operational continuity for key enterprise shipping operations.

Led onboarding, integration, and adoption for enterprise customers across the FedEx technology suite, serving as the primary technical advisor. Managed the transition from FedEx-provided hardware to customer-managed systems within aligned territory, successfully sunsetting the program. Mentored new and experienced consultants and managed additional territory to maintain service coverage. Awards: Bravo Zulu (2017), Vital Link (2016)

Reviewed numerous modules with regards to Microsoft Dynamics AX. Worked directly with consultant manager.

Managed and mentored upwards of twenty employees at the teller line of various Chicago branches. Conducted quarterly employee reviews. Provided white glove financial services to clients.

Consulted with clients on wide array of financial services. Established various accounts while complying with financial regulations. Managed the resolution of complex financial issues. Assisted with branch management.