Kristina Marshall
Ethridge,TN
Summary
Enthusiastic Customer Success Manager with over 6 years of experience in dealer engagement, customer success, and QA management. Adept at identifying customer pain points and aligning software solutions to improve their processes. Proven ability to create detailed reports, monitor user subscriptions, and reduce churn. Skilled in conducting video demos to maximize customer value and identify cost-saving opportunities. Expertise in setting up continuous integration environments and automating QA processes. Passionate about driving customer engagement and ensuring optimal site utilization.
Overview
23
23
years of professional experience
Work History
Director of Dealer Engagement
Projx360
Remote
09.2025 - 02.2026
- Fostered a culture of continuous improvement by implementing best practices in project management methodologies.
- Guided customers through platform features and functionalities to ensure effective application for their specific requirements.
QA MANAGER
Portal.io
USA
12.2023 - 03.2025
- Established a continuous integration environment by leveraging Rainforest and other related tools for automated testing.
- Discovered opportunities for automation within the existing QA processes through extensive research on emerging technologies.
- Facilitated communication between the development team and the support team regarding updates to bugs within the site.
- Remote
DEALER ENGAGEMENT MANAGER | CUSTOMER SUCCESS
Portal.io
USA
08.2017 - 12.2023
- Oversaw dealer engagement and optimized the utilization of the site.
- Collaborated with AV and electronics firms to identify their pain points and align Portal's software solutions with their operational processes.
- Maintained extensive knowledge of product offerings and services to effectively address customer inquiries.
- Developed detailed reports and monitored user subscriptions and attrition rates.
- Utilized CRM systems to identify potential churn risks and proactively contacted at-risk customers.
- Conducted video demonstrations with dealers to maximize their site usage and identify opportunities for time and cost savings.
- Remote
SYSTEM DESIGNER / PROJECT MANAGER
Kiwi Audio Visual
Carlsbad
06.2013 - 08.2017
- Supported all sales associates in the estimating process, directly impacting company revenue.
- Engineered audiovisual systems through customer interviews, job site assessments, and understanding building superintendent requirements.
- Oversaw large-scale projects from pre-wiring phase to final installation.
- Managed inventory effectively to align project requirements with general materials ordering.
MERCHANDISER
Costco Business Center
San Diego
01.2010 - 06.2013
- Operated hand trucks and pallet jacks to maneuver products throughout the store.
- Implemented strategic store layout changes, including the addition of new fixtures.
- Managed inventory levels and replenishment to ensure a consistent supply of merchandise.
STORE MANAGER
Kahoots Pet Store
Solana Beach
01.2010 - 01.2013
- Directed retail operations by overseeing staff, writing schedules, managing orders, driving sales growth, and handling bookkeeping tasks.
- Conducted interviews and hired prospective employees based on team needs.
- Trained staff on proper cash handling procedures, including daily deposits, credit card transactions, and end-of-day register reconciliations.
OPERATIONS MANAGER
Kiwi Audio Visual
Encinitas
01.2003 - 01.2010
- Managed installation scheduling, customer support, and human resources functions.
- Assisted all sales associates with the estimating process, driving overall company revenue.
- Designed audio-video systems through customer insights, job site evaluations, and analyzing builder needs.
Education
BACHELOR OF ARTS - BUSINESS ADMINISTRATION
California State University
San Marcos06-2003
Skills
- Customer engagement
- Product knowledge
- Leadership & Organizational Skills
- Communication Skills
- Brand representation
- New customer acquisition
- Client relationship building
- Product demonstration
- Test strategy development
Timeline
Director of Dealer Engagement
Projx360
09.2025 - 02.2026
QA MANAGER
Portal.io
12.2023 - 03.2025
DEALER ENGAGEMENT MANAGER | CUSTOMER SUCCESS
Portal.io
08.2017 - 12.2023
SYSTEM DESIGNER / PROJECT MANAGER
Kiwi Audio Visual
06.2013 - 08.2017
MERCHANDISER
Costco Business Center
01.2010 - 06.2013
STORE MANAGER
Kahoots Pet Store
01.2010 - 01.2013
OPERATIONS MANAGER
Kiwi Audio Visual
01.2003 - 01.2010
BACHELOR OF ARTS - BUSINESS ADMINISTRATION
California State University