Crystal Mcintosh Email & Phone Number

Centreville, Va, Us

Washington D.C. Metro Area

Manages a team of Client Service Managers who support existing customers that comprise of $1.5+ million in monthly revenue. Serves as a customer advocate and an escalation point in every aspect of the customer lifecycle (ie. implemenation, billing, technical support, etc.). Responsible for growing the market revenue and reducing churn along with balancing the needs of the customer portfolio.

Managed a portfolio of existing customers of $7.2 million in annual revenue. Presented quarterly service reviews with assigned customer base as well as first bill review. Responsible for account “saves” and negotiated contract renewals. Implemented customer retention strategies in support of preventing churn. Served as an escalation point of trouble tickets where intervention was necessary. Facilitated quality control and project management by recording service inventory for clients and tracking the progress of any adds, moves, or changes. Submitted MACD type orders via LINX/TBS and assisted provisioning with verification of order details. Handled billing issues and disputes between customers and internal collections.

Hired and mentored new sales and retention representatives. Overachieved monthly recurring quota using best of breed tactics to ensure customer satisfaction. Managed assigned customer base and also used product penetration strategies to upsell and ultimately increase billable revenue. Served as team leader and assisted new acquisition reps with closing conference calls and sales appointments with prospects. Kept track of territory’s daily orders and created new sales incentives for reps. Assisted new sales reps in using prospect tools to approach small to medium size niche customers as well as those in certain vertical markets.