Customer Success Client
Resume:
CRYSTAL
CONNEALY
FLEMING
Austin, Texas
*******.*******.****@*****.***
Education:
University of St. Thomas,
St. Paul, Minnesota
BA, Political Science
MEDDPICC
MASTERCLASS
2025
Resolved Leadership
Academy
Organizational Leadership
Certificate: 2020
Restaurant Leadership and
Organizational
Management Experience
Employment Experience
Manager, Client Success Department
10/2023- Present Exiger, Remote based in Austin, TX Own the ultimate success of Enterprise customers within the Oil and Gas vertical, including customer lifecycle and project success from post implementation through renewal lifecycle. Ensure organizations make proactive, risk-informed decisions by unifying compliance, cybersecurity and IT risk activities and aligning them with their business objectives.
Understand each customer’s business needs and environments to help guide the customer to achieve those goals and quantify their business ROI impact
Identify and develop new opportunities for expansion across the customer’s business and ensure subscription growth and increased solution footprint
Develop and implement tailored programs that provide continued value to the customer, and drive multi-year renewal partnerships
Develop strong customer advocates for conferences and webinar engagements
Interview, train, and mentor new Client Success Managers
Brand representation with Koch Industries, Jabil, Valero, Baker Hughes and United Airlines
Customer Success, Client Services, Sales & Marketing and Customer Experience 7/2005 – Present Self-employed Consultant, Austin, TX & Virtual Build lasting C-Level relationships in complex and multi-divisional organizations, advise clients on SaaS product adoption, lead cross-functional teams on the implementation of creative and data-driven strategies, and advise product management teams on new feature development. .
Raised on a Nebraska family farm to set the stage from farm to table to boardroom
Extensive experience driving SaaS product adoption, expanding relationships,and reducing churn across B2B, B2C, and Large Enterprise customer verticals
Enhanced UI/UX of client product websites through voice of customer evaluations
Develop Customer Advocacy programs and Case Study materials
Ability to thrive and create structure in both established and start-up environments
Natural leader in recruitment, training, and retention of top talent
Event Planning of fundraisers, catering, and social gatherings
Sales and Marketing for National Motivational Speaker through healthcare facilities, community groups and school organizations
Senior Customer Success Manager
4/2021- 9/2023, RiskOptics, Remote based in Austin, TX Own the ultimate success of RiskOptics Enterprise customers, including customer lifecycle and project success from pre-sale to post-sale with eventual renewal. Ensure organizations make proactive, risk-informed decisions by unifying compliance, cybersecurity and IT risk activities and aligning them with their business objectives.
Understand each customer’s business needs and environments to help guide the customer to achieve those goals and quantify their business impact
Identify and develop new opportunities for expansion across the customer’s business and ensure subscription growth and increased solution footprint
Attained 15% increase over company retention goal while also upgrading 25% of portfolio from annual to multi-year agreements for the past 9 quarters
Develop and implement tailored programs that provide continued value to the customer, and drive multi-year renewal partnerships
Develop strong customer advocates for conferences and webinar engagements
Interview, train, and mentor new Customer Success Managers
Customer Success and Sales Collaboration Award Winner 2022
Customer base: Koch Industries, Kubota, and SleepNumber Account Success, Acute Care Division
1/2019- 12/2020, Allen Technologies, a Sentrics Company, Austin, TX & Remote Improving the Patient Experience
Through direct patient support was able to give caregivers and administrators visibility to the end-to-end care experience, with the ability to track patient learning, capture patient feedback, and report on patient service levels.
Led cross functional team of customer success, support and onsite concierges
Customer training and adoption of patient engagement system
C-Level collaboration for strategic goal setting
Project Management of on-going customer projects
Marketing and case study development for company business needs
Daily Management: Salesforce, HubSpot, ZenDesk, Jira, Confluence, Slack Director of Customer Success & Client Services
6/2015 – 12/2018, InforcePRO, Austin, TX
Launched and led Support and Customer Success in Austin,TX and Gurgaon, India
Hired directly by CEO to develop complete Lifecycle Journey of Customer Experience
Negotiated and launched Gainsight Platform to nurture and grow customer base
Navigated Customer Lifecycle from Implementation to Retention and Renewal
Managed driving Customer Advocacy while ensuring customer satisfaction and value
Coordinated Monthly Client Advisory Group and Training sessions
Conduct company cross- training sessions for team members
Hire, train and mentor new InforcePRO team members
Enhanced UI/UX of current product website through voice of customer evaluations for re-design and launch
Daily management: Salesforce, Gainsight, SaaSOptics, ZenDesk, Jira, Slack Department Manager, Customer Success
12/2009 – 6/2015 HotSchedules, Austin, TX
Responsible for driving customer loyalty and ensuring that our customers are satisfied while receiving value from our products and services.
Work with clients’ C-Level teams to clearly define goals and best practices for their annual budgets and reviews.
Manage team of Customer Success Managers on development and product knowledge.
Conduct company cross- training sessions for new team members
IT Vendor of the Year – Hard Rock Café – Customer Success Manager
Partner of the Year – Bloomin’ Brands, Inc – Customer Success Manager
Sales Excellence Award Winner - 2013
Torch Team Advisor Member 2012-2015
Extensive Restaurant Management Experience - All Levels Worked throughout college and after touring the globe to build brands and teams Brinker International, Planet Hollywood, Hard Rock Cafe, and Hooters,International Daily Tool Management: Salesforce, Planhat, Confluence, Jira, Slack, ZenDesk
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