Christy M. Crawford, MPA

847-***-**** ad1i07@r.postjobfree.com linkedin.com/in/christy-crawford-mpa

Career Summary

•Executive Customer Success Leader with 10+ years of experience and a proven background in program development, leveraging expertise in strategic planning, training and development, and relationship management, resulting in top organizational performance that actively engages and retains customers

•Established a focus on training to ensure that sales representatives were empowered for success, driving conversions from 1% to 6% and consistently meeting or exceeding established organizational goals by 110% - 140%

•Developed relationships and communicated with each student, utilizing cross-selling and upselling to find the best fit aligning with the student’s needs

•Leveraged expertise to train, develop, and manage a high-performing team of Enrollment Counselors in top technical sales, developing and facilitating individual and group consultative selling training, improving the team performance within the tech programs and platforms

•Achieved 45% enrollment numbers through record-breaking term development, participating in weekly meetings to improve the overall yield and retention rates

•Established a program to utilize donations that did not make sense, establishing a yard sale to generate funding to support various programs, generating 2X the previous year and increasing to 2 yards sales a year, utilizing funding to bring about community awareness of the nonprofit

Professional Work Experience

Simplilearn – Denver, CO

Director of US Sales and Admissions (Sales & Customer Success) 2022 – Current

•Recruited to establish and lead the organization as it transitioned into the US demographics, leveraging proven techniques from India to transition into the US market

•Responsible for building and leading a team of US Sales Representatives as well as overseeing a group of 20 Sales Representatives in India, focusing on expanding the world’s #1 Bootcamp into the US

•Stood up the US organization and established the US Admissions team, as well as developed all processes and procedures, implementing best practices and facilitating training to ensure growth and success

•Developed and cultivated relationships and collaborated to secure 8 US University partnerships, launching strategic sales initiatives to exceed sales goals

•Implemented the use of Salesforce CRM, establishing and utilizing dashboards to secure critical data and leveraging the data to develop a data-driven sales strategy

•Established a focus on training to ensure that sales representatives were empowered for success, driving conversions from 1% to 6% and consistently meeting or exceeding established organizational goals by 110% - 140%

Springboard – Denver, CO

Senior Admissions Director (Sales & Customer Success) 2020 – 2022

•Hired as an Admissions Director and recognized for consistent top performance, receiving a promotion to the Senior Admissions Director position in 8 months, which was an organizational record time

•Oversaw the management of 6 Admissions Directors and utilized expertise to train, mentor, and develop, establishing a foundation for success in leading enrollment, organization, and pipeline management

•Utilized Salesforce CRM to develop dashboards and best practices, supporting data-driven decisions and strategy development, consistently achieving or exceeding goals by 120% - 150%

•Developed relationships and communicated with each student, utilizing cross-selling and upselling to find the best fit aligning with the student’s needs

•Leveraged expertise to train, develop, and manage a high-performing team of Enrollment Counselors in top technical sales, developing and facilitating individual and group consultative selling training, improving the team performance within the tech programs and platforms

•Created various tools to assist in performance effectiveness and efficiency, including on-the-phone scripts, lead generation strategy, and metric tracking

•Directed the launch of the organization’s first LGBTQIA group, supporting Diversity, Equity, and Inclusion

Transamerica – Denver, CO

Client Transition Services Manager (Customer Success) 2019 – 2020

•Responsible for the development and implementation of B2B SaaS customer experience strategies, focusing on enhancing the overall customer experience

•Established collaboration with various internal teams and customers, ensuring consistent, seamless conversions

•Analyzed the information provided in various plans, maintaining compliance with all federal and state regulations

2U Inc. – Denver, CO

Senior Admissions Counselor, Admissions Manager (Sales & Customer Success) 2017 – 2019

•Promoted to Senior Admissions Counselor in record time and oversaw the launch of an innovative program for Information Cyber Security Masters with the University of California Berkeley from the ground up, creating the curriculum and selling the program before course titles were established, resulting in exceeding sales goals

•Utilized Salesforce to develop various reports and campaigns, supporting the optimization of overall productivity

•Leveraged expertise to coach, train, and develop team members concerning productivity strategies, policy updates, and best practices, utilizing performance improvement plans to achieve challenging goals

•Achieved 45% enrollment numbers through record-breaking term development, participating in weekly meetings to improve the overall yield and retention rates

•Gathered program data through Salesforce, Tableau, and email analytics, analyzing data and developing a sales strategy resulting in a 50% rise in team metrics

•Collaborated weekly with program stakeholders, discussing performance, and strategizing on adjustments, ensuring overall progress

•Established an initiative to identify low-performing metrics, facilitating strategic team training resulting in an 18% increase in individual performance

•Utilized Salesforce reports and dashboards to create a weekly focus, delivering the admissions team with a roadmap to achieve individual and team goals

•Provided white glove service while working with high-demand clients, establishing relationships to convince the university to step outside of the set way of thinking

The Action Center – Lakewood, CO

Manager, Volunteer Programs & Special Events (Customer Success & Fundraising) 2015 – 2017

•Oversaw the management of 150 volunteers daily at the non-profit organization, managing the recruitment and training of all volunteers supporting the program, including technology training

•Provided low-income and transient families with clothing and food, including a self-service grocery store providing clients with the opportunity to walk around and pick specific foods that meet individual needs

•Directed upwards of 300 daily volunteers on several special events, including Thanksgiving Dinner Meal Delivery, and the back-to-school Backpack Drive

•Established a program to utilize donations that did not make sense, establishing a yard sale to generate funding to support various programs, resulting in raising 2X the funding from previous years and increasing to 2 yards sales a year, utilizing funding to bring about community awareness of the nonprofit

•Developed and executed various events, generating $100K in revenue to support organizational programs

Additional Experience

Bridgepoint Education

Student Success Advisor, Admission Counselor (Sales & Customer Success)

Education & Certifications

Ashford University – Master of Public Administration

Bradley University – Bachelor in Elementary Education, English Concentration

Google Project Management Certificate (Coursera)

Core Competencies

Strategic Sales Initiatives

High-Level Negotiations

Contract Management

Product Management

Project Management

Global, Cross-Functional, & Executive Collaboration

Relationship Building & Management

Customer Success

Policies & Procedures

Training & Development

Team Leadership

Goal Management / Attainment

Continuous Process Improvements

Strategic Planning

Business Development

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