Krystal Ferguson Email & Phone Number

Puyallup, Washington, Us

Mclean, Va, Us

- Website: www.pvthunderbball.com (now part of The St. James)-Expanded organization to a 501c(3) tax-exempt, non-profit with 1 team to 15 teams- Expanded organization to offer not only athletic services but also tutoring services, college scholarships, HS internship program and mentorship opportunities- Oversee planning and facilitation of events, as well as the recruitment and interviewing of prospective coaches and players (~150 people)- Fulfill various tasks such as social media marketing, fundraising, uniform selection and design, facility maintenance and security, practice planning, club financial management, budget administration, and staff supervision- Proactively communicating with parents and community partners- Developed youth mentorship program (connecting over 20 elementary/middle school players with a high school mentor)-Assist with college recruiting and college planning for high school athletes

Wilmington, North Carolina, Us

-Managed a nationwide team of account managers who were responsible for over 60M and worked across 14 product families-Developed strategies focused on net customer retention, upsells, and pipeline generation for YOY growth of existing customer accounts-Assisted with the creation of a Customer Journey map

Scottsdale, Az, Us

-Provides direct supervision to a team of K12 Enterprise CSMs, Mid-Size CSMs, Contract Renewal Specialist, as well as overseeing the Parchment teams that manage our High School Equivalency offerings and Strategic partnerships-Spearheading transition from reactive account management to proactive customer success management with the creation and implementation of a CS playbook-Managed a team of Implementation Specialist for 6 months resulting in a decreased time to live by 42% by improving sales handoff and kick off process-Increased divisional NPS in 6months by 35%-Accountable for a 98% customer retention rate and 20 million in revenue. Hitting GRR target with a 139.53% L12 attainment against bookings target-Improved internal documentation for all roles within department

Cambridge, Massachusetts, Us

-Improved role clarity, account team alignment, and role processes to enhance productivity and efficiency-Implemented and led three global initiatives to improve cross-team collaboration, customer outcomes, and the overall customer experience-Held accountability in monitoring team success on primary and secondary success metrics (C$R, RR, IRR, SQLs, etc); Hitting 118.31% RR L12 with a 119% attainment against target-Received Manager Top Performer Award-Provided direct supervision to a team of principal level channel consultants that managed our top-tier enterprise level partners-Served as a mentor for newly hired managers as well as managing two team leads-Developed and improved on-boarding and hiring process for new strategic consultants

Vienna, Virginia, Us

- Provided direct supervision to team of implementation managers for the SaaS Marketing platform at Surefire Local- Developed and improved the account kick-off and on-boarding process for new clients- Defined and measured individual and team key performance indicators focused on measuring customer adoption, customer satisfaction, services used, and overall customer success- Setup and rolled out new project management tool (Beynd) to improve internal communication, timeline management and team accountability- Created new hiring process and on-boarding schedule for newly hired implementation managers- Partnered with the Account Management and Product teams to expand customer usage of the new Surefire platform

- Took a 6 month sabbatical to travel and focus on my own professional development- Traveled to a new location 3.5 of the 6 months- Attended Power of Positive Leadership Conference- Launched expansion of my 501c(3) non-profit organization- Completed High Performance Mindset Training- Completed online course work on: Marketing, Leadership, and Change Management

Cincinnati, Ohio, Us

- Responsible for the customer experience of the SaaS College & Career Readiness platform at Hobsons- Focused on maximizing customer satisfaction at all touch points throughout the client journey- Responsible for building out and supporting our K12 Strategic Consulting Practice. Leading a team of 15 Strategic Consultants and Enterprise Project Consultants who are dedicated to serving the largest school districts in the nation- Responsible for re-building the technical product support team at Naviance. Managing a team of Advanced Product Specialists and Client Support Specialists to ensure Naviance clients have a consistent and positive experience.-Collaborated with Sales and Product teams to identify revenue-generating opportunities for continuous business expansion and revenue growth-Oversaw the delivery of presales support through advanced presentations, RFP content, product scoping, and services positioning.

Cincinnati, Ohio, Us

•Responsible for developing our K12 Strategic Consulting Practice•Support and coach four strategic consultants on guiding clients through appropriate data driven engagement models including change management procedures while managing a team of 10 implementation project consultants•Identify additional projects and programs necessary to incorporate Hobsons K12 into district culture and mission around student achievement•Develop, enhance, and leverage relationships with executive decision makers•Compile and analyze results, trends, and performance to support data driven decision making across moderate to high complexity K12 clients•Forecasted demands for services based on historical trends combined with sales forecast and business conditions •Received nomination for Leader of the Year Award•Deliver consulting support for strategic presales engagements in the form of RFP responses, presentations, demos, and scoping

Cincinnati, Ohio, Us

•Managed programs and initiatives critical to the success of the consulting services team including collaborating with stakeholders, designing solutions and proposals, and ensuring quality and scalable execution.•Delivered consulting support for presales engagements in the form of RFP responses, presentations and demos, scoping, and positioning.•Managed a team of 7 consultants•Coordinated with internal stakeholders (such as Product and Marketing) to provide consulting input and keep the team connected to internal initiatives.•Delivered internal enablement to assist with the professional development of consulting team members.•Identify additional projects and programs necessary to improve the operation and effectiveness of the consulting services team

Cincinnati, Ohio, Us

•Provide presales support in the form of advanced demos and presentations, RFP content, product and services scoping, and services positioning. •Serve as the central, strategic point of contact for moderate to high complexity K12 clients.•Lead internal team of consultants on large projects and engagements when necessary. Develop and monitor the project plan and scope of work in collaboration with project team.•Continually improve the consulting practice by assisting with onboarding and ongoing development/enablement of consulting team members and the enhancement of internal tools and client deliverables.•Serve as a mentor to team members, specifically observing engagements and meeting regularly with assigned consultant mentees.•Collaborate with internal stakeholders (e.g. services teams, product) to improve cross-functional coordination and advancement of the business and support successful implementations.•Follow project management best practices, including but not limited to time tracking, development and maintenance of project plans, and clear communication.•Identify issues, concerns and project risks and mitigate those risks. Develop solutions as challenges are encountered.

Cincinnati, Ohio, Us

• Responsible for ensuring successful implementation and rollout of the K-12 College and Career readiness solution• Collaborate with schools and school districts to define objectives and key performance indicators (KPIs).• Conduct presentations for students related to college and career readiness• Monitor and measure student, parent, and staff engagement.•Serve as the single point of contact to stakeholders on communications, decision-making, and change management procedures related to the project •Facilitate project kick-off to determine goals and objectives for the implementation •Coordinate availability of company resources needed for successful implementation including professional development and support •Develop, maintain, and monitor the project plan and scope of work, including tasks, timelines, resources and milestones •Execute the communication plan including regularly scheduled conference calls and meetings to monitor project activities, attainment of benchmarks, and to establish next steps •Conduct project updates and milestone reviews and adjust project timeline and schedules as needed •Identify additional professional services and/or product opportunities to expand member relationship and usage •Create and maintain all reference-able documentation and templates around project management methodology to ensure a reusable and repeatable process •Support Sales Managers on proposal creation by recommending the appropriate scope for professional services to meet member requirements •Coordinate with Sales on account transition for new accounts

Cincinnati, Ohio, Us

• Help Naviance Network members (typically schools and school districts) implement Naviance Succeed• Teach courses in a classroom setting and remotely via the Internet (using WebEx)• Organize and develop curricula for on-site trainings and webinars for new and existing clients• Conduct on-site trainings and webinars for new and existing clients.• Follow-up on participants’ questions from delivered courses and if necessary interface with Member Services to address outstanding questions/issues.• Assist in the development and maintenance of training standards and consistency• Assist with quality assurance of courseware• Provide post-course documentation, including course summaries and course evaluations

Rockville, Md, Us

• Coordinate and provide a smooth deployment for all new practices and partners• Train new users recruited by sales via onsite or WebEx trainings• Responsible for analyzing and designing best practice workflow scenarios for the software in different medical environments such as hospitals, independent physician offices, medical clinics and centers to ensure proper use• Monitor usage of new users that have been trained recently and make follow-up calls• Act as a project manager/account manager for new deployed medical practices• Generate weekly and monthly reports for the Director of Operations• Supervise/Manage Pre-Implementation Department• Screen resumes and conduct phone and face-to-face interviews • Technical support for clients using our application

Bachelor Of Science (B.S.), Health Professions And Related Clinical Sciences, Other

Master Of Education (M.Ed.), Curriculum And Instruction