Chrystal Wamstad
Diamondhead,MS
Summary
Experienced and dedicated Customer Success Manager with a 20-year background in testing, training, and delivering Casino Management Systems. Proven track record in managing and nurturing diverse customer portfolios, building strong relationships, effectively communicating, managing conflicts, overseeing projects/programs, delivering executive presentations, and fostering team building. Demonstrates independent decision-making skills and sound judgment that consistently contribute to the overall success of the company.
Overview
24
24
years of professional experience
Work History
Customer Success Manager
IGT- Gulfport, MS
10.2007 - Current
- Established strong customer relationships, resulting in increased customer loyalty.
- Analyzed customer data to identify trends and potential sales opportunities.
- Work with cross functional teams to develop short and long term business goals
- Develop and execute IGT Systems Business Reviews with Client Executives to develop product roadmap and long term business plans.
- Collaborate with customers to capture future enhancements to present to Sales, Marketing, Engineering and Business team to improve product performance
- Use of matrix and tableau to predict customer success, identify risks and Health Scores to quantify customer success and identify risks
- Led process improvement and problem-solving efforts to create standard procedures and escalation policies
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Develop remediation and action plans to quickly resolve any issues that arise
Sr. Systems Analyst
IGT - Gulfport, MS
12.2002 - 10.2007
- Project Manager and Testing Analyst for System Upgrades including Accounting, Marketing, and Operations
- Performed operational audits to determine how the operator used the system to provide a customized experience
- Design & test system upgrade path per customer and regulatory requirements
- Leading a team of 11 and responsible for creating and defining the team dynamics, procedures, and testing guidelines
- Responsible for training all existing and new employees
- ISO officer 2004 - 2007.
Systems Trainer
IGT - Gulfport, MS
12.2000 - 12.2002
- Professional Systems Trainer for all system products including Accounting, Marketing, and Operations
- Specialize in custom training and working with clients to ensure return on investment (ROI)
- Installed, upgraded, and supported Casino Management System
- Key support and instrumental for analyzing and troubleshooting new products; aided engineering to improve the product for future installations
- Responsible for analyzing internal controls & jurisdiction requirements
- Coordinate with various the regulatory agencies and IGT engineering, field support and compliance to ensure the IGT systems meet the necessary requirements
- Mentor to new employees and responsible for cross training existing employees for new products.
Education
Master of Science - International Business Management
Louisiana State University At Shreveport
Shreveport, LA2025
Bachelor of Science - Business Management
University of Southern Mississippi
Long Beach2015
Skills
- Excellent Communication & Presentations Skills
- Specialize in Professional Presentations to all sizes of audiences
- Experienced Customer Account Manager, Relationship Manager, and Project Manager
- Professional Trainer and Developed numerous training programs for internal and external users
- Key accounts development
- Inter-department collaboration
- Proficient in Microsoft Office, Salesforce, and SAP
- Customer Retention
Timeline
Customer Success Manager
IGT- Gulfport, MS
10.2007 - Current
Sr. Systems Analyst
IGT - Gulfport, MS
12.2002 - 10.2007
Systems Trainer
IGT - Gulfport, MS
12.2000 - 12.2002
Master of Science - International Business Management
Louisiana State University At Shreveport
Bachelor of Science - Business Management
University of Southern Mississippi
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