Krystal Marks
Honolulu,HI
Summary
Dynamic SaaS onboarding specialist delivering exceptional support for Enterprise clients. Achieved an ~80% reduction in early-stage support tickets by implementing a value-driven onboarding strategy. Proven ability to streamline cross-functional processes and enhance customer satisfaction through effective communication and training.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Senior Escalation Manager
Snowflake
11.2024 - 09.2026
- Supported cross-functional resolution efforts across support engineering, product, and sales, translating complex technical issues into clear action plans for customers and internal stakeholders.
- Built an escalation management runbook to standardize communication cadence and resolution paths used by the team.
- Created onboarding and training app for new escalation management hires, improving new-hire time to competency.
- Managed stakeholder relationships to keep project goals and expectations aligned.
- Led cross-functional teams to support project deliverables and timelines.
Senior Support Onboarding Specialist
Snowflake
09.2024 - 11.2024
- Drove an ~80% reduction in early-stage support tickets by delivering a smooth, value-driven onboarding experience that identified customer needs early and set Enterprise accounts up for long-term success on the platform.
- Led end-to-end onboarding journey for high-value Enterprise accounts, serving as a trusted advisor through data migration, platform configuration, and feature adoption from kickoff to full activation.
- Served as primary point of contact during the implementation process, tracking progress against timelines and aligning expectations across multiple concurrent, detailed engagements.
- Evaluated onboarding feedback to identify areas for improvement in processes.
Customer Care Representative
Snowflake
07.2022 - 09.2024
- Selected for hiring committee for Customer Care Representative hires; trained and mentored new employees, evaluated onboarding readiness, and certified clearance for independent case ownership.
- Provided assistance to customers with inquiries about products and services. with inquiries on Snowflake's data platform features.
- Resolved technical issues using Snowflake's support ticketing system.
- Developed and updated support documentation across eight functional areas, enabling consistent customer-facing knowledge and expediting issue resolution.
Customer Support Representative
Gaggle
07.2021 - 07.2022
- Provided exceptional customer support via phone and email channels.
- Resolved customer inquiries with empathy and active listening skills.
- Managed technical and operational relationships across 1,100+ SaaS accounts via Zendesk, providing proactive, consultative support to maintain high customer satisfaction.
Contract Customer Service Representative
Seesaw Learning
06.2021 - 09.2021
- Facilitated customer onboarding and resolved issues for an early-stage, venture-backed SaaS platform during rapid user growth.
- Resolved customer issues through effective communication and problem-solving.
- Collaborated with teams to enhance customer service processes and policies.
Teacher / Mentor Teacher / Instructional Coach
NM & NV Public and Charter Schools
08.2011 - 05.2021
- Facilitated classroom discussions to encourage critical thinking and student participation.
- Implemented effective classroom management strategies to maintain a positive learning environment.
- Coached, trained, and guided individuals through structured learning journeys over a decade, applying these skills to enhance customer onboarding and product enablement.
Education
Bachelor of Science - Education
Indiana University
Bloomington, INSkills
- Customer onboarding
- Data migration
- Product enablement
- Project management
- Data analysis
- Process improvement
- Risk tracking
- Root cause analysis
- SaaS Environment
- Sales collaboration
- CRM documentation
- Program development
- Cross-Functional Communication
- Training and mentoring
Certification
SnowPro Core Certification, Snowflake (2025), ITIL v4 Foundation, SQL for Data Science, UC Davis (2022), Google Data Analytics Specialization, Coursera (2021)
Timeline
Senior Escalation Manager
Snowflake
11.2024 - 09.2026
Senior Support Onboarding Specialist
Snowflake
09.2024 - 11.2024
Customer Care Representative
Snowflake
07.2022 - 09.2024
Customer Support Representative
Gaggle
07.2021 - 07.2022
Contract Customer Service Representative
Seesaw Learning
06.2021 - 09.2021
Teacher / Mentor Teacher / Instructional Coach
NM & NV Public and Charter Schools
08.2011 - 05.2021
Bachelor of Science - Education
Indiana University