Crystal Culver
Roseville,CA
Summary
Highly skilled Enterprise Customer Success Manager with over 13 years in the tech and SAAS space with a proven track record of exceeding targets through strong relationship-building. Expert in complex problem-solving, and enhancing the customer experience. Known for elevating the customer experience, driving retention, and fostering growth. Adept at identifying and resolving critical issues, and effectively collaborating with cross-functional teams and stakeholders at all levels.
Overview
12
12
years of professional experience
Work History
Enterprise CSM - Professional Team Lead
Checkmarx
04.2019 - 03.2024
- Managed a book of business with over 11 strategic accounts and 25 enterprise accounts with an average ACV of $190K totaling $7M in annual revenue
- Lead and coordinated onboarding, and adoption of all Checkmarx portfolios, product features, and services
- Consistently exceeded retention quota each quarter
- Conducted monthly cadence calls and quarterly business reviews
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making
- Drove customer awareness, product features and service, features, and services to maximize adoption and product value
- Facilitated successful upsells and expansions by demonstrating the value of additional products or services to existing customers. Exceeded account expansion/cross-sell/upsell targets quarter over quarter.
- Trained and mentored all new hires
- Championed ongoing education among team members fostering a culture of continuous learning and growth.
- Identified opportunities for process improvements within the organization leading to more efficient workflows.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members
- Helped write and update all processes for the Checkmarx North America, CSM organization
Support Renewal Sales Account Manager-Enterprise Security
Micro Focus
01.2013 - 04.2019
- Managed over 80 customer accounts, many of which were top strategic accounts which equated to hundreds of enterprise security support renewal contracts for ArcSight, Fortify, Tipping Point and Voltage products for a total ACV of $13M
- Pipeline building and forecasting with weekly reporting to management
- Contract negotiation alongside legal and finance
- Increased sales revenue by identifying and pursuing new business opportunities
- Trained and mentored all new team members
- Served as team lead which included attending forecasting and war room calls and sending sales totals for monthly quota attainment to ensure accuracy for payout
- Processed all escalations, and pricing approvals for team
Enterprise Security Customer Operations Team Lead
Hewlett Packard Enterprise Co
12.2011 - 01.2013
- Managed team of 8 Support Operations Representatives
- Assisted in migration activities for two Enterprise Security product lines
- Worked to ensure that all processing metrics were met and exceeded by entire team
- Trained and mentored all new and existing team members
- Managed relationship with sales managers to ensure all needs of sales were met and exceeded
- Managed data base with all incoming requests and daily task assignment
- Wrote monthly and annual reviews for entire team for management to present
- Handled all customer escalations
Skills
- Complex Problem-Solving
- Attention to Detail
- Risk Management and Churn Prevention
- Product Adoption
- Customer Onboarding
- Business Reviews
- Relationship Building
- Customer Expansion
- Forecasting
- Gainsight, Salesforce and SAP
Quote
Do Not Give Mental Recognition To the Possibility Of Failure, Doubt or Defeat.
Kevin Bracy
Timeline
Enterprise CSM - Professional Team Lead
Checkmarx
04.2019 - 03.2024
Support Renewal Sales Account Manager-Enterprise Security
Micro Focus
01.2013 - 04.2019
Enterprise Security Customer Operations Team Lead
Hewlett Packard Enterprise Co
12.2011 - 01.2013
Similar Profiles
Blake SwartzBlake Swartz
Account Manager at CheckmarxAccount Manager at Checkmarx
Suzy GrimmSuzy Grimm
Renewal Specialist-Inside Sales Representative at CheckmarxRenewal Specialist-Inside Sales Representative at Checkmarx
FERNANDO BURGOSFERNANDO BURGOS
Nola # Sola Sales Territory Manager at CheckmarxNola # Sola Sales Territory Manager at Checkmarx