Crystal Sullivan Email & Phone Number

Raleigh, Nc, Us

Cary, North Carolina, United States

• Develop and manage cross-divisional programs focused on engaging millennials and influencing enterprise software decision makers and users• Partner with Customer Success to evolve the customer journey map for SAS’ approach to XaaS• Design research strategies and surface insights from external data, customer surveys and double-blind studies• Build and lead an internal council to drive implementation and execution of new programs and initiatives to reach target demographics• Shape SAS’ approach to peer-to-peer (P2P) software user review sites and user-generated content (UGC), e.g., G2, Gartner Digital Markets and Peer Insights, TrustRadius, PeerSpot, etc.• Partner with teams across Sales, Marketing and R&D to bolster P2P presences, leverage buyer intent data for retargeting, and influence product roadmaps through analysis of user reviews

Cary, North Carolina, United States

• Program manage the Global Customer Satisfaction Survey (GCSS), SAS’ largest customer survey• Direct team of customer insights analysts and data scientists to deploy and interpret feedback• Create insights reports based on GCSS data analysis and present findings to executive leadership teams around the company• Coordinate with global CX leads and other stakeholders across the organization to plan and execute GCSS biannually• Collaborate with Customer Retention and Sales leads to develop potential new Closed Loop program activities• Lead Voice of Customer (VoC) programs within Customer Engagement Marketing• Project manage a global brand study to capture perception of SAS against competitors among both customers and non-customers

Cary, North Carolina, United States

• Plan, coordinate and manage SAS’ social media listening strategy• Create scalable processes for widespread social listening adoption and enablement by integrating the efforts of multiple SAS business units and countries• Direct and build global social listening reports that measure social performance and uncover social media trends and influencers, including social Share of Voice reports to measure our performance against top competitors• Social listening governance throughout SAS• Continually optimize listening topics in response to changing business needs and global social objectives• Maintain the enterprise social media management system globally including member governance, rule creation, systematic strategy and implementation, user communications, and in-house trainings• Build social media displays for use at HQ and internationally, including on-site event presence

Cary, North Carolina, United States

• Shaped and directed the Social Media Monitoring and Response program as social media team lead for the Customer Contact Center and pioneering social listening at SAS• Monitored mentions of SAS and lead opportunities throughout Twitter and select LinkedIn groups• Listened to and engaged with SAS users and potential customers on Twitter, Facebook, LinkedIn, YouTube, Quora and Reddit• Liaised with subject matter experts and regional contacts across SAS to resolve customer inquiries• Compiled and distributed Social Media Monitoring and Response reports to demonstrate influence and results of program activities• Provided training and continued guidance on social selling for Inside Sales (2011 Sales Support Excellence Award recipient)• Delivered customer service through SAS.com Live Chat and SAS event recruitment

Raleigh, North Carolina, United States

• Supported clients directly on a daily basis to build positive working relationships• Managed outbound communications to media and event coordinators to secure press mentions, acquire speaking opportunities and gain rapport with industry influencers • Built quarterly and yearly PR plans around company announcements, messaging, speaking programs, and social media strategies through networks such as Twitter and Facebook • Assisted in securing press mentions in popular national and trade publications including New York Times, iMedia Connection, USA Today, Internet Retailer, Forbes, Advertising Age, ClickZ, MediaPost, Adweek, etc. • Drafted speaking session abstracts for clients based on industry hot topics and client announcements • Crafted proposals for potential new clients comprised of various PR strategies to address business goals and increase brand awareness• Created and managed schedules of brand tweets and status updates for Twitter and Facebook

Raleigh, North Carolina, United States

• Generated new, creative ideas for clients to incorporate into ongoing programs including speaking topics, general social media strategy, client messaging, etc.• Managed client programs including actively researching new speaking and award opportunities, monitoring for deadlines, organizing submission information, etc. • Conducted outreach to reporters, bloggers, and event programmers • Drafted press releases and media advisories• Created and managed client press lists• Monitored national and trade publications for opportunities to introduce clients to relevant press

Raleigh, North Carolina, United States

• Managed local sales team responsible for selling advertising space in NC State University campus directory yellow pages• Led team to reach Top 10 National Sales List on five separate occasions• Managed twenty local Raleigh advertiser accounts in the campus yellow pages• Motivated, mentored, and coordinated NC State University team members