Crystal Thompson
Sunrise,FL
Summary
Senior Client Success and Onboarding professional with 8+ years of experience supporting enterprise hospitality partners across SaaS platforms, OTAs, and hotel technology ecosystems. Proven ability to lead end-to-end onboarding, manage high-value global accounts, drive platform adoption, and support retention and revenue growth. Deep expertise in hospitality integrations (PMS, CRS, Channel Managers), enterprise implementations, and cross-functional collaboration.
Overview
12
12
years of professional experience
1
1
Certification
Work History
LMS Account Manager
Business 411
10.2025 - Current
- Lead end-to-end onboarding and implementation for B2B SaaS clients, including system setup, branding, user provisioning, and live training.
- Serve as primary relationship owner for a portfolio of client accounts, ensuring adoption, satisfaction, and long-term success.
- Conduct proactive client check-ins, identifying usage trends, risks, and expansion opportunities.
- Partner cross-functionally with Sales, Product, and Operations to resolve technical and workflow challenges.
- Support renewals, upsells, and referrals by maintaining strong executive-level client relationships.
- Ensure consistent, high-quality client experiences across onboarding and post-launch phases.
Customer Success Onboarding Specialist
ThinkReservations
10.2024 - 02.2025
- Owned and led the onboarding function for new and returning hospitality clients, overseeing kickoff, configuration, training, and successful go-live.
- Acted as the strategic onboarding advisor for hotel owners and operators, aligning product capabilities to operational and revenue goals.
- Directed SaaS implementations by configuring accounts and guiding clients through best-practice workflows to accelerate time-to-value.
- Led client training initiatives (remote and on-site), ensuring stakeholder alignment and long-term product adoption.
- Served as the escalation point for onboarding challenges, proactively resolving risks and removing implementation blockers.
- Partnered cross-functionally with Sales, Engineering, and Operations to prioritize onboarding work, meet launch deadlines, and improve execution quality.
- Identified onboarding trends and adoption gaps, influencing improvements to training content, documentation, and internal processes.
- Supported retention and expansion by identifying feature adoption opportunities early in the customer lifecycle.
- Managed high-impact account closure conversations with a focus on client experience, feedback capture, and churn reduction.
- Provided after-hours leadership coverage during critical onboarding periods to ensure continuity and client confidence.
Global Accounts Coordinator
Priceline/Legacy Getaroom
03.2020 - 03.2024
- Supported high-value, enterprise hospitality partnerships, working directly with senior leadership and strategic partners.
- Led hotel onboarding and activation, guiding properties through PMS, CRS, and Channel Manager integrations.
- Managed property setup, deactivation, rate loading, promotions, and inventory optimization across multiple extranets.
- Produced monthly performance and financial reports for chain-level partners.
- Audited listings for content accuracy, rate parity, and conversion optimization.
- Created SOPs and QA processes to improve operational efficiency and scalability.
- Managed and trained an offshore operations team, coordinating workflows and ensuring delivery accuracy.
- Utilized Salesforce, Confluence, and Jira to manage workflows, documentation, and partner communications.
Market Coordinator
getaroom.com
11.2018 - 03.2020
- Owned hotel relationships across assigned markets, supporting contracting, onboarding, and revenue optimization.
- Negotiated contracts, managed onboarding, and supported promotional and pricing strategies.
- Oversaw rate loading, inventory management, and competitive analysis to drive profitability.
- Supported revenue and margin goals through strategic partner management.
Reservations Sales Agent
Elegant Hotels
04.2018 - 10.2018
- Input wholesale, guest, and group bookings
- Answer incoming calls from tour operators, guests, and partners.
- Utilize the Opera, and other technological systems to make reservations.
- Place outbound calls as necessary to complete reservations or answer customer questions.
- Complete reporting on various revenue/reservation areas as assigned
- Quality Control- Scan reservations created by the reservations team ensure accuracy
- Anticipate and respond to all customer needs in a timely manner, providing exceptional customer service, and assist in the handling of guest or client complaints according to procedures and ensuring satisfaction.
- Checking various extranet portals to retrieve unconfirmed bookings and requests.
- Elegant Hotels-Fort Lauderdale, FL
Reservations Supervisor
Victor Hotels
02.2017 - 04.2018
- Performing administrative duties and responding to email inquiries.
- Knowledgeable of the hotels amenities, packages and promotions.
- Dealing with a high volume of incoming calls and emails.
- Creating and verifying guest reservations and performing cashier related functions, such as, credit card and cash transactions.
- Acting as a liaison between departments when necessary, and maintaining a professional environment.
- Checking various extranet portals to retrieve unconfirmed bookings and requests.
- Managing group blocks, rooming list and direct billing.
- Victor Hotels-Miami, FL
Front Desk Agent
Seagull Hotel
10.2015 - 03.2017
- Greeting guest and ensuring quality service.
- Verifying guest reservations and performing cashier related functions, such as, credit card and cash transactions.
- Accommodating guest and special requests. Answering daily phone calls with proper phone etiquette.
- Knowledgeable of the hotels amenities, packages and promotions.
- Seagull Hotel-Miami, FL
Teacher Assistant
Casablanca Academy
03.2015 - 10.2015
- Supporting lead teachers in planning and implementing learning experiences that advance the intellectual, emotional, social, physical development of the children.
- Responsible for lesson planning activities such as P.E and Yoga. Creating materials for each activity.
- Supporting children with special needs with daily class work and daily life skills. Ensuring the child's wellbeing and safe environment.
- Casablanca Academy-Hollywood, FL
Digital Court Reporter
Absolute Video Inc
08.2013 - 03.2015
- Creating a verbatim transcripts of courts proceedings, conversations, legal proceedings meetings, and other events.
- Accountable for an accurate and complete record of verbal communications.
- Additional responsibilities include producing a written transcript of each audio recording made, taking notes to identify speakers and ensuring that the recording is clear.
- Absolute Video Inc-Miami, FL
Education
High School Diploma -
Miami Beach Senior High School
Miami Beach, FL06.2010
Skills
- CRM, PMS, LMS and CRS
- SaaS Implementations
- Standard Operating Procedures (SOPs) implementation
- B2B/B2C expertise
- Training & development
- Project management software
- Channel Management Expertise
- Customer Relationship Building
- Client Onboarding
- Client Retention
- Microsoft Outlook
- Google Docs
- Confluence
- Salesforce
- Zendesk
- Zoho
Certification
Hospitality and Tourism Management certificate from Florida Atlantic University
Timeline
LMS Account Manager
Business 411
10.2025 - Current
Customer Success Onboarding Specialist
ThinkReservations
10.2024 - 02.2025
Global Accounts Coordinator
Priceline/Legacy Getaroom
03.2020 - 03.2024
Market Coordinator
getaroom.com
11.2018 - 03.2020
Reservations Sales Agent
Elegant Hotels
04.2018 - 10.2018
Reservations Supervisor
Victor Hotels
02.2017 - 04.2018
Front Desk Agent
Seagull Hotel
10.2015 - 03.2017
Teacher Assistant
Casablanca Academy
03.2015 - 10.2015
Digital Court Reporter
Absolute Video Inc
08.2013 - 03.2015
High School Diploma -
Miami Beach Senior High School