Building Relationships, Driving Results: Alyssa’s Leadership Story
Introduction
I’ve always loved envisioning possibilities. My husband and I have gut-renovated several old houses together. We’re definitely not handy, but we love imagining the design and enjoy the process. I also have an endearing love for organization: my spice drawer is alphabetized, and my closet is color- and sleeve-length-coded. The Container Store is one of my favorite places to wander. And when we need to recharge as a family, we head to Cape Cod. There’s something about going over the bridge that instantly feels like vacation. Our evenings there often end with a walk for ice cream, and time on the water is our favorite way to slow down and connect.
Those little pieces of my life, creativity, attention to detail, and human connection, are also at the heart of how I approach work. As Senior Vice President of Customer Excellence at Workhuman, I lead a global team helping clients get the most out of their recognition and engagement programs, creating meaningful impact for organizations and the people who make them thrive.
My Journey
I’ve always been fascinated by what drives people, what connects them, and how organizations can build lasting relationships with their clients. That curiosity led me into a career in SaaS and service-based businesses more than 20 years ago, where I discovered my passion for helping companies deliver exceptional client experiences and achieve their goals through strong, strategic partnerships.
Over the years, I’ve gravitated toward growth-stage companies that want to think differently about how they engage and retain their clients. I love to build, whether that means creating something from scratch or reimagining what already exists. I’ve led multiple large-scale client management transformations designed to improve retention, drive growth, and evolve alongside the needs of the business.
Today, my team supports clients ranging from Fortune 50 companies to mid-market organizations. Our focus is helping clients realize the full potential of their recognition and engagement programs — making work more human while delivering measurable results.
What Leadership Means to Me
Grit has been one of the most important qualities in my career. The ability to stay focused on outcomes, work through challenges, and keep moving forward even when things get tough. Leading client-facing teams means navigating constant change: shifting priorities, evolving customer expectations, and the occasional curveball. Over time, I’ve learned how to stay grounded in the face of uncertainty, to problem-solve when the path forward isn’t clear, and to help teams stay motivated when things get hard. That ability to work through tough moments and come out stronger on the other side has shaped how I lead and how I show up for my teams.
I’ve also learned the power of curiosity: asking questions, exploring new ideas, and imagining what’s possible before others might see it. That mindset helps uncover opportunities others might miss and reimagine how we can deliver even greater value for clients.
I’m a builder by nature. I start with a clear vision of what’s needed, then work backward with teams across the organization to bring it to life. Collaboration is key at every stage - the best outcomes come from bringing together different perspectives and creating something stronger than any one person could on their own.
Over time, I’ve also come to appreciate the balance between drive and groundedness. I lead with urgency and high expectations, but also with trust, kindness, and transparency. I’ve learned that extending trust early creates the foundation for others to lead with confidence. In high-stakes environments, where there can be pressure to appear bulletproof, I’ve found strength in leading with authenticity and care. That balance of clarity, warmth, and humility helps create stability and connection. It allows people to feel both challenged and supported, which is where real growth happens.
Ultimately, I think of leadership as equal parts grit and grace: the determination to deliver and the humanity to do it in a way that brings others along.
Supporting Others to Lead
I’ve been fortunate to work with some incredibly impressive leaders throughout my career. At every stage, and still today, I’ve made it a priority to seek out leaders I admire, at all levels of the organization. I ask them about their thought process, how they approach challenges, and what advice they’d offer in navigating tough moments. Those conversations have been invaluable - they’ve given me perspective, confidence, and new ways of thinking that have shaped how I lead.
I’ve also learned a lot simply by observing how someone handles a difficult situation, how they celebrate a win, and what it feels like to be on the receiving end of their leadership. I take those lessons and make them my own when I find myself in similar situations.
The truth about leadership is that you’ll never be fully prepared for everything that comes your way. The best you can do is draw on your own experiences, and those of others, to make the best decision you can in the moment. And when things don’t go as planned, trust yourself to adapt, learn, and move forward.
I encourage members of my team to step into leadership by creating space for them to stretch, take risks, and own their ideas. I make a point to have honest conversations about career goals, share my own experiences, including the challenges I’ve faced - let’s face it, we often learn more from what didn’t go well than from what did - and actively advocate for them when opportunities arise.
One example is a high-potential team member who was hesitant to lead a cross-functional initiative because it was outside her comfort zone. I worked with her to break the project into manageable pieces, coached her through stakeholder conversations, and gave her autonomy to make key decisions. By the end, not only had she delivered an outstanding outcome, but she also gained the confidence to pursue larger leadership opportunities. Seeing someone grow into their full potential in moments like that is incredibly fulfilling.
True leadership is rooted in relationships with clients, colleagues, and teams. It’s about creating opportunities for others to stretch, take risks, and grow, while fostering a culture of collaboration, trust, and shared success. Along the way, I’ve learned that challenges are inevitable, but they provide us the opportunities to learn and adapt. Leadership is a constantly evolving journey for all of us, no matter where we are in our careers, and mine has been shaped by curiosity, persistence, and the guidance of incredible mentors.
Ultimately, I hope that by modeling curiosity, grit, and empowerment, I can inspire the next generation of leaders to step confidently into their potential, knowing that they have the skills, support, and resilience to thrive along the way.
What Customer Excellence Means at Workhuman
For me, Customer Excellence is about anticipating and exceeding our customers’ needs at every touchpoint. It’s not just delivering a solution; it’s creating experiences where customers feel supported, understood, and empowered to get the most value out of our platform.
Our programs are designed to help our clients engage, recognize, and inspire their employees, driving meaningful impact not just for the organization, but for the people who make it thrive.
However, our customers’ needs are constantly evolving, so staying ahead means listening closely, analysing trends, and being proactive. That means combining data insights, customer feedback, and cross-functional collaboration to identify opportunities early. My team emphasizes continuous learning, experimenting with new approaches, and sharing best practices so we can iterate quickly. By blending responsiveness with forward thinking, we ensure every interaction not only supports our customers’ goals but also enhances the experience for their employees, helping them feel recognized, valued, and inspired.
Looking Ahead
I see Workhuman continuing to transform the way organizations recognize and engage their people, expanding into new segments and industries while strengthening our position as a thought leader in employee experience and culture. I hope to impact that journey by ensuring our customers achieve measurable success and real impact, making certain that both organizations and their employees benefit from our programs. By focusing on both customer and employee experiences, we help ensure Workhuman’s solutions create meaningful, lasting value while supporting the company’s broader vision of shaping the future of work.
Why Join?
Our team is a place where curiosity, creativity, and collaboration are embraced, and where team members are genuinely supportive of one another. You have an opportunity to work directly with customers, understand their challenges, and see the tangible results of your work. There’s space to innovate, take ownership, and develop skills across strategy, operations, and relationship management. Most importantly, you have the opportunity to make a meaningful impact not only on our customers’ success but also on the experiences of their employees. For anyone who wants to grow in a supportive, dynamic environment while contributing to something that truly matters, this is a team where you can thrive.
Without our humans, it’s just work.Opens in a new tab
About the author
Alyssa Johnson
Alyssa Johnson is the SVP, Customer Excellence at Workhuman where she leads a global team dedicated to managing the full customer lifecycle for Fortune 50 through mid-market companies ensuring clients maximize their recognition and employee engagement programs. Alyssa has spent the last 20+ years in a variety of client management roles at technology start-ups, scale-ups and public corporations. She has a passion for working with organizations to drive business outcomes through programs that impact workplace culture.
Most recently, Alyssa was the SVP, Client Management at Blueboard, a boutique recognition company. During her 5-years at Care.com, Alyssa led Global Client Management for Care@Work, the B2B division, where her teams successfully launched and managed care benefit programs for Fortune 100 through SMBs clients. Before joining Care, Alyssa held several key roles at Yankee Group Research, including as the VP, Account Management & Client Service.
Alyssa holds a bachelor’s degree in business administration from Boston University and a Master’s in Integrated Marketing Communications from Emerson College. A native of MA, Alyssa currently lives in Weston, MA with her husband and their two daughters. When she is not attending her children’s sports games and activities, Alyssa and her family love to spend time on Cape Cod.