CASSIDY KRYCH
Phoenix,USA
Summary
Dynamic Senior Learning Experience Leader at Nextiva with a proven track record in curriculum development and strategic planning. Expert in driving sales and revenue growth while enhancing customer retention through effective training delivery and performance coaching. Adept at cross-functional leadership, fostering collaboration, and achieving measurable outcomes in fast-paced environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Learning Experience Leader
Nextiva
10.2021 - Current
- Designed and implemented a comprehensive curriculum for onboarding new Account Managers, tailored from SMB to Enterprise segments, ensuring a seamless transition and quick ramp-up
- Partnered with cross-functional teams to enhance communication and deliver ongoing education, encouraging alignment and continuous learning across departments
- Regularly updated and refined curriculum and training materials in collaboration with Account Management stakeholders, aligning with evolving initiatives to drive success
- Identified and established key performance indicators (KPIs) and metrics for role success based on hands-on experience, ensuring measurable and impactful outcomes
- Delivered targeted training and support to Sales, Support, Implementation, Customer Care, and other customer-facing teams, promoting cohesive branding and a customer-centric approach to problem resolution
Lead Mid Market Customer Success Manager
Nextiva
Scottsdale, Arizona
05.2020 - 10.2021
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Mid Market Customer Success Manager
Nextiva
04.2019 - 10.2021
- Managed a portfolio of 500 Mid Market clients, consistently exceeding monthly, quarterly, and annual revenue targets
- Led team to achieve quota attainment quarter-over-quarter
- Strengthened client and partner relationships through strategic planning and solution delivery
- Negotiated contracts and pricing to secure long-term partnerships
- Onboarded and mentored new Account Managers to empower them for success in the role
Senior Client Service Coordinator
DRS Services, Inc.
06.2015 - 04.2019
- Trained and developed a team of Customer Service Representatives, improving overall team performance by 15%
- Established KPIs to align team goals with business objectives, resulting in more efficient operations and improved client satisfaction
Education
Bachelor of Arts - Film and Television
The University of Arizona
12.2018
Dual Minors - Marketing, Spanish
The University of Arizona
05.2018
Skills
- Account Management
- Curriculum development
- Sales and Revenue Growth
- Strategic Planning
- Team Leadership
- Contract Negotiations
- Customer Retention
- SaaS
- UCaaS
- CCaas Sales
- Sales Enablement
- Customer Success Enablement
- Training delivery
- Performance coaching
- Cross-functional team leadership
- Content Analysis
- Process Improvement
- Professional Development
- Technical Enablement
- Excellent Verbal and Written Communication skills
Certification
- Career Essentials in Project Management, Microsoft and LinkedIn
- Customer Success Foundations, ChurnZero
Languages
- English, fluent
- Spanish, proficient
Languages
Spanish
Professional
Timeline
Senior Learning Experience Leader
Nextiva
10.2021 - Current
Lead Mid Market Customer Success Manager
Nextiva
05.2020 - 10.2021
Mid Market Customer Success Manager
Nextiva
04.2019 - 10.2021
Senior Client Service Coordinator
DRS Services, Inc.
06.2015 - 04.2019
Bachelor of Arts - Film and Television
The University of Arizona
Dual Minors - Marketing, Spanish
The University of Arizona
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