CASSIDY KRYCH
Phoenix,USA
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Core strengths include: success planning, customer health analysis, renewal management, and aligning data systems and business processes to deliver measurable customer outcomes.
Overview
10
10
years of professional experience
Work History
Senior Business Systems Analyst
Nextiva
Scottsdale, AZ
05.2025 - 11.2025
- Analyzed business requirements and documented functional specifications for stakeholders.
Collaborated with cross-functional teams to improve system efficiency and user experience. - Developed test plans and managed testing phases to ensure quality deliverables.
- Provided training sessions for end-users on new system features and updates.
- Managed project timelines, ensuring alignment with strategic business goals.
- Leveraged Oracle ERP, CPQ, and Salesforce to deliver an impactful and seamless end user experience.
- Collaborated with developers to identify and resolve software defects efficiently.
- Executed regression testing to ensure application stability after updates.
- Maintained test documentation and updated test cases based on requirements changes.
- Participated in Agile ceremonies to align testing efforts with development timelines.
- Implemented CI and CD processes for rapid deployment of software releases.
Senior Learning Experience Leader
Nextiva
10.2021 - 05.2025
- Designed and implemented a comprehensive curriculum for onboarding new Customer Success 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
- 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
- Coordinated with stakeholders to define training scope and requirements.
- Monitored project progress and identified potential risks proactively
- Implemented process improvements to enhance overall training efficiency and effectiveness
- Managed multiple projects with competing deadlines simultaneously, coordinating with stakeholders along the way to ensure support and adherence to OKRs
Manager, Mid Market Customer Success
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.
- Onboarded and mentored new Account Managers to empower them for success in the role
Mid Market Customer Success Manager
Nextiva
04.2019 - 10.2021
- Managed 500–700 Mid-Market Channel Accounts representing ~$11M ARR (≈$900K MRR) across top telecom partnerships with Telarus, Sandler Partners, and TCG subsidiaries.
- Served as a trusted advisor to Channel Partners and end clients, driving retention and growth through tailored success plans, and proactive renewal strategies.
- Consistently exceeded 125%+ of revenue quota and achieved 90%+ customer retention quarter-over-quarter.
- Identified upsell and cross-sell opportunities by analyzing customer usage and business needs, leading to multi-year contract renewals and expanded product adoption.
- Collaborated with internal teams to resolve escalations, improve system workflows, and deliver superior customer experiences.
- Conducted Quarterly Business Reviews (QBRs) presenting ROI insights, adoption metrics, and success strategies to partner executives and client stakeholders.
Senior Client Service Coordinator
DRS Services, Inc.
06.2015 - 04.2019
- Led client service programs for enterprise-level customers, improving satisfaction and retention through consistent performance reviews and data-backed recommendations.
- Created and tracked KPIs for client performance, identifying trends that informed process enhancements and increased client retention.
- Partnered with internal departments to resolve client challenges and improve onboarding workflows, enhancing operational efficiency by 20%.
- Coached team members in customer communication and relationship management, improving satisfaction metrics by 15%.
Education
Bachelor of Arts - Film and Television
The University of Arizona
12.2018
Dual Minors - Marketing, Spanish
The University of Arizona
05.2018
Skills
- Customer Success Management
- Curriculum development
- Sales and Revenue Growth
- Strategic Planning
- Project Management
- Team Leadership
- Contract Negotiations
- Customer Retention
- SaaS
- UCaaS
- CCaaS Sales
- Sales Enablement
- Training delivery
- Performance coaching
- Cross-functional team leadership
- Content Analysis
- Workflow Analysis
- Process Improvement
- Professional Development
- Technical Enablement
- Salesforce
- Jira
- Oracle ERP
- Oracle CPQ
- Systems analysis
- Quality assurance coordination
- Stakeholder management
- Process mapping
- Business development
Certification
- Career Essentials in Project Management, Microsoft and LinkedIn
- Customer Success Foundations, ChurnZero
Languages
- English, fluent
- Spanish, proficient
Languages
Spanish
Professional
Timeline
Senior Business Systems Analyst
Nextiva
05.2025 - 11.2025
Senior Learning Experience Leader
Nextiva
10.2021 - 05.2025
Manager, Mid Market Customer Success
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