Crystal Longman
Denver,CO
Summary
Experienced Account Manager and Customer Success Professional with a track record of success in B2B SaaS and account leadership. Proven ability to drive revenue growth, manage client relationships, and lead cross-functional teams. Utilizes proactive strategies to address customer needs, enhance engagement, and ensure optimal customer success. Skilled in relationship building, problem-solving, and delivering tailored solutions with a focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking that consistently exceeds expectations.
Overview
15
15
years of professional experience
Work History
Lead Account Executive
Hybrid Marketing Co. & 4B Marketing
01.2023 - 06.2023
- Served as the primary point of contact for both B2B and B2C clients, building and maintaining strong relationships, ensuring alignment with business goals, and driving long-term satisfaction and retention.
- Developed and executed integrated marketing strategies tailored to client objectives, coordinating cross-functional teams to deliver campaigns on time, within budget, and with measurable impact.
- Delivered strategic pitch presentations and Quarterly Business Reviews (QBRs) to stakeholders, translating insights into action and aligning marketing performance with broader revenue and growth goals.
- Led strategic planning sessions to design marketing roadmaps and execution frameworks, enhancing ROI through proactive performance tracking and campaign optimization.
- Identified upsell and cross-sell opportunities and supported business development efforts through proposal development and contract negotiation, contributing to a 15% increase in client portfolio value, representing approximately $600K in annual revenue growth.
- Led key initiatives under the company’s Vision, Strategy, and Execution (VSE) framework, aligning internal team output with strategic objectives and maintaining execution focus through structured updates, feedback, and performance reporting.
- Maintained deep knowledge of client KPIs and marketing goals, serving as a trusted strategic advisor and translating evolving needs into executable campaign strategies.
- Collaborated with cross-functional teams to develop innovative solutions for complex client needs.
- Streamlined internal processes for improved efficiency in managing multiple accounts simultaneously.
- Effectively balanced demands from clients and internal departments while prioritizing tasks accordingly.
- Implemented effective negotiation strategies, securing profitable contracts that aligned with company goals.
- Optimized communication channels between departments, ensuring seamless collaboration on shared initiatives for maximum results.
- Continuously fostered relationships with key decision-makers within assigned accounts.
Mid-Market Customer Success / Account Manager
TaskRay (Salesforce AppExchange Partner)
08.2021 - 01.2023
- Owned a portfolio of mid-market accounts, driving client retention and expansion via consultative B2B solution selling.
- Delivered strategic business reviews and proposals to stakeholders and C-suite decision makers.
- Tracked platform adoption metrics to identify growth opportunities and mitigate churn.
- Maintained CRM accuracy (Salesforce), tracked renewals, and provided internal forecasting reports.
- Maximized account revenue by implementing effective upselling strategies for existing clients.
- Analyzed market trends and competitor activity to identify opportunities for business growth within the mid-market segment.
- Provided tailored solutions for each client based on thorough understanding of their unique challenges and objectives.
- Ensured customer satisfaction with timely issue resolution, anticipating potential problems, and providing proactive solutions.
- Collaborated with cross-functional teams to align product offerings with client needs and expectations.
- Negotiated favorable contract terms on behalf of clients by thoroughly understanding their requirements and pain points.
- Conducted regular reviews of portfolio performance, adjusting sales strategies as needed to ensure continuous improvement in results.
- Established strong relationships with key stakeholders in each account to foster long-term partnerships.
Customer Support Analyst
TaskRay (Salesforce AppExchange Partner)
02.2021 - 08.2021
- Resolved complex and escalated customer cases involving onboarding, technical workflows, and platform navigation.
- Provided in-depth guidance and troubleshooting, becoming a subject matter expert on product features and usage.
- Collaborated cross-functionally to communicate customer feedback for product optimization and feature enhancements.
- Developed and updated internal knowledge base articles and training resources.
- Managed approximately 15-25 Zendesk Support tickets per day from customers.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Partnered with sales, operations and field service teams to coordinate solutions.
Sales Development Representative
TaskRay (Salesforce AppExchange Partner)
09.2019 - 02.2021
- Sourced and qualified leads through outbound prospecting using Salesforce and Salesloft.
- Scheduled high-conversion discovery calls and demos with sales executives.
- Collaborated with Marketing to refine messaging and improve lead quality.
- Built and managed accurate sales pipeline to maintain high volume of activity.
- Used data analytics to identify and track sales trends and develop actionable insights.
Surgical Consultant
Grossman Capraro Plastic Surgery
03.2018 - 09.2019
- Converted cosmetic leads into consultations and high-value surgical procedures, averaging $300K+ in monthly sales.
- Delivered patient education, financial counseling, and surgery planning in a high-volume elective surgery practice.
- Utilized CRM and sales tracking tools to manage leads, follow-up strategies, and patient journey outcomes.
- Collaborated with surgeons and clinical teams to ensure a seamless patient experience from consultation through post-op recovery.
Cosmetic Patient Coordinator / Clinical Manager
SCL Health
08.2008 - 02.2018
- Served as the primary liaison for cosmetic surgery patients, managing consultations, scheduling, and pre/post-op care.
- Oversaw administrative functions including patient inquiries, insurance coordination, and billing for cosmetic procedures.
- Led staff onboarding, training, and performance management across clinical operations.
- Supported revenue generation through patient education, treatment plan conversion, and practice-level marketing initiatives.
- Ensured compliance with healthcare policies and coordinated cross-functional communications among medical and administrative teams.
- Handled sensitive situations with empathy when dealing with distressed patients or those facing serious health challenges.
- Maintained up-to-date knowledge on insurance policies, medical terminology, and clinic protocols in order to provide accurate information and assistance to patients.
Education
Core Studies - Liberal Arts And Sciences
University of Colorado Denver
Denver, COAssociate of Science - Radiologic Technology
Community College of Denver
Denver12-2006
Skills
- Customer relationship management
- CRM proficiency
- Data-driven insights
- Revenue expansion
- Negotiation skills
- Customer retention
- Stakeholder engagement
- Sales presentations
- Performance tracking
- Pricing strategy
- Account management
- Teamwork and collaboration
Technical Skills
Customer Relationship Management: Salesfore, HubSpot, Zendesk, Intercom, Freshdesk, Gainsight
Analytical Tools: Google Analytics, Tableau,Looker, Excel,
Communication & Collaboration: Slack, Asana, Trello, Microsoft Teams, Wrike
Productivity Software: Google Workspace, MS Office Suite, Slack, Zendesk, Dropbox, Zendesk
Craftsmanship
Salesforce Certification Actively Pursuing Salesforce Admin
Certification SuccessCOACHING Certified Customer Success Manager Program
Timeline
Lead Account Executive
Hybrid Marketing Co. & 4B Marketing
01.2023 - 06.2023
Mid-Market Customer Success / Account Manager
TaskRay (Salesforce AppExchange Partner)
08.2021 - 01.2023
Customer Support Analyst
TaskRay (Salesforce AppExchange Partner)
02.2021 - 08.2021
Sales Development Representative
TaskRay (Salesforce AppExchange Partner)
09.2019 - 02.2021
Surgical Consultant
Grossman Capraro Plastic Surgery
03.2018 - 09.2019
Cosmetic Patient Coordinator / Clinical Manager
SCL Health
08.2008 - 02.2018
Core Studies - Liberal Arts And Sciences
University of Colorado Denver
Associate of Science - Radiologic Technology
Community College of Denver
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