Crystal Fitz
Ottsville
Summary
Account Management leader with a strong record of driving revenue retention, operational excellence, and scalable processes within the K–12 SaaS industry. Demonstrated success managing a $19.7M book of business across 3,180 accounts, with a 92% renewal rate, and generating $1.5M in expansion through data-driven engagement strategies. Repeatedly entrusted to serve as Interim Manager during leadership transitions, ensuring continuity, stability, and performance. Skilled in customer health analysis, renewal forecasting, cross-functional alignment, and scalable workflow design. Adept at leading through change, enabling teams with clear processes and tools, and enhancing customer value at scale.
Overview
19
19
years of professional experience
Work History
Manager, Account Management
LINQ
03.2024 - Current
- Renewed $14.8M in ARR YTD with a 92% renewal rate, exceeding organizational targets across a diverse K–12 district portfolio.
- Drove $1.1M in net ARR uptick through strategic district expansion, product adoption initiatives, and cross-functional collaboration.
- Managed a $19.7M Book of Business across 3,180 districts/schools, ensuring high adoption, strong stakeholder relationships, and long-term retention.
- Streamlined team workflows and improved forecasting accuracy, contributing to consistent YOY renewal performance and predictable revenue outcomes.
- Manage, coach, and develop a team of Account Managers focused on K–12 district accounts, ensuring strong client engagement, and renewal performance.
- Drive annual and multi-year renewals by demonstrating ROI, usage growth, and alignment with state standards and district goals.
- Identify expansion opportunities related to new product modules, grade bands, content areas, or district-wide rollouts.
- Support team members in navigating complex district structures and multi-stakeholder decision-making processes.
- Collaborate with Product and Engineering to share district feedback on features, integrations and compliance needs.
- Coordinate with Marketing on case studies, success stories, and advocacy-building within districts.
- Optimize account management processes for scalability across district portfolios, including renewal workflows and communication standards.
- Improve team efficiency through documentation, playbooks, usage dashboards, forecasting tools, and CRM hygiene.
- Develop strategies to support districts through key cycles—budget planning, assessments, state testing windows, and back-to-school rollouts.
- Analyze renewal risk, and revenue forecasts to provide accurate reporting to senior leadership.
- Use data to guide district discussions around ROI, instructional effectiveness, and strategic outcomes.
- Ensure the team consistently tracks interactions, risks, and opportunities in Salesforce.
- Cross-trained existing employees to maximize team agility and performance.
- Retrieved and organized data into required reporting formats to provide basis for comparison and evaluation.
- Work with cross-functional departments on renewal and upsell forecasting.
Senior Account Manager
LINQ
08.2022 - 03.2024
- Serve as the primary point of contact for high-value clients, building strong, long-term relationships.
- Conduct regular business reviews to understand client goals, challenges, and opportunities.
- Maintain high levels of customer satisfaction and ensure timely resolution of escalated issues.
- Identify upsell, cross-sell, and renewal opportunities to increase account revenue and reduce churn.
- Develop and execute account plans to align client needs with company offerings.
- Lead strategic planning sessions with clients to support growth initiatives and ensure alignment with business objectives.
- Monitor industry trends and provide clients with insights to support their strategic decisions.
- Manage project milestones, stakeholder communication, and post-launch follow-up.
- Coordinate cross-functional teams to ensure execution quality and accountability.
- Lead contract negotiations, renewals, and pricing discussions to ensure mutually beneficial agreements.
- Prepare and present proposals.
- Prepare and deliver performance reports and insights to internal leadership and client stakeholders.
- Use Salesforce to manage account activity, forecast pipeline, and maintain accurate records.
- Mentor junior account managers and support their professional development.
- Contribute to process improvements, best-practice development, and team training initiatives.
- Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
- Served as Interim Manager during multiple leadership transitions, ensuring continuity of service, stable team performance, and consistent renewal execution.
Customer Success Manager
LINQ
01.2019 - 08.2022
- Customer retention/outreach
- Helping the customer understand their product and improve their day-to-day workflow, performing periodic check-in’s
- Check-in’s
- Support new (and current) users’ questions (proactively)
- Spotting opportunities and threats
- Escalating and resolving areas of concern as raised by clients
- Collect and manage product feedback
- Carrying out client satisfaction surveys and reviews
- Letting customers know about other products the company offers
- Keep customers up to date on latest features
- Up-selling customers on additional products that will meet their needs
- Strategic planning for client satisfaction
- Spot patterns and trends in customer feedback
Senior Customer Care Specialist/ Configuration Specialist
LINQ (Formerly SRC Solutions Inc. Acquired by LINQ 2019)
06.2015 - 01.2019
- Use custom software (an internet-based application marketed to school districts automating the K-12 student registration process) to configure registration and other portals for our customers.
- Interact with customers regularly (generally school district officials) and use remote desktop tools to provide technical support; research and resolve customer issues that contain sensitive information.
- Work remotely and deliver work that is high-quality and on-time.
- Provide support for the sustainment of existing systems: perform updates and adjustments.
- Discover, test and propose configuration possibilities to accommodate customer needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Recruitment Coordinator
SRC Solutions (acquired by LINQ)
06.2015 - 01.2019
- Manage the flow of candidates
- Contact and schedule all perspective candidates for a pre-employment aptitude test
- Coordinate aptitude test dates/times with the administers
- Schedule interviews with candidates and corresponding leadership team member-based on aptitude test results
- Confirmed appointments and interviews with job candidates.
Specialty and Merchandising Manager
The Home Depot
01.2012 - 06.2015
- Oversee the specialty areas of the business; Flooring dept., Kitchens/ Appliances dept., Millwork dept., Lead generators and Expeditors (totaling 55+ associates).
- Develop, coach, supervise and hold the specialist accountable to ensure goals are met.
- Manage the “hard” side of the business; Communicate effectively with department Supervisors and together act strategically to:
- Meet/exceed sales plan
- Practice merchandise protection standards for shrink prevention
- Monitor and stay within daily markdown allowance
- Ensure that department is maintained and kept organized for heightened customer experience
- Ensure on hand accuracy to prevent over/under ordering of product
- Develop a strategy for areas of opportunity and discuss with Store Manager and Specialty captain weekly.
- Recruit and hire qualified candidates. Determine starting pay and pay increases over time. Observe, evaluate, coach, train, and develop associates
- Hold department supervisors and associates accountable for performance and or discipline related issues, as well as recognition for successes, accomplishments and expectations exceeded.
Operations Manager
The Home Depot
12.2009 - 01.2012
- Customer service- Respond to any customer issues that may arise and solve the problem as quickly as possible. Monitor the activity on the sales floor to help provide the customers with the best experience possible. Drive accountability on associates, for performance and discipline issues, through the supervisors to help ensure a superior customer experience.
- Oversee all operational aspects of the business. Including but not limited to; Front-end (cashiers and lot associates), the Special Services desk/ phone center, the vault, receiving, inventory management and associate coordinator (totaling 100+ associates).
- Consistently examine all reports required to be completed by the front-end, special services, vault and receiving, to see that they are being properly worked. These reports are tools used to identify shrink or any other loss to the company and if executed properly can be reversed and/or resolved, increasing store profit.
- Drive profitability through controlling expenses such as; labor, shrink, store use purchases and mark downs, cashier over/ shorts etc. Consistently analyze the P&L to monitor controllable costs as well as the uncontrollable costs and ensure maximum profit. Maintain store profitability through analysis, trend identification and responding to identified problems
- Recruit and hire qualified candidates. Determine starting pay and pay increases over time. Observe, evaluate, coach, train, and develop associates
- Participated in monthly, quarterly and annual closing and audit processes, preparation of monthly P&L reporting packages and leading budget vs. actual reviews with department heads
Front-End/ Special Services Supervisor
The Home Depot
08.2007 - 12.2009
- Customer service; Minimize lines and ensure that customers have a fast and accurate checkout. Respond to any customer issues or complaints and find a resolution.
- Review/ work all necessary reports to increase company profitability and monitor cashier performance.
- Develop, coach and lead associates. Make sure that all proper training is completed. Drive accountability through metrics as well as recognition.
- Review schedules and identify staffing needs. Communicate with Operations Manager.
Millwork Expeditor/ Millwork Specialist
The Home Depot
08.2006 - 08.2007
- Customer Service; Build special orders and installations. Primary contact for customers with questions, concerns, issues, or praises regarding special orders and installations of doors and windows. Take calls from customers and find a resolution for them as quickly as possible. Contact customers any time there is a status update and afterwards to ensure their satisfaction.
- Daily follow up with vendors to inquire about the time of arrival of the special orders for the customer
- Daily follow up with installers to schedule installations of doors and to receive waivers for completed jobs
- Ensure that products are received, and installations are completed in a timely manner and obtain completion waivers.
- Meet sales per hour quotas, as well as measure and lead goals.
Education
High School Diploma -
Northeast High School
Philadelphia, PA06.2006
Skills
- Skilled in Salesforce platform utilization
- Strong computer/technical skills
- Efficient at grasping new concepts rapidly
- Proven track record in client relations and operations
- Ability to manage, train, develop and provide accountability to large numbers of employees (100 associates)
- Acts with Integrity: Role model for ethical behavior; consistent and fair in dealings with others
- Deliver Results: motivates self and team to accomplish objectives
- Ability to prioritize and remain focused on company goals
- Ability to run a successful team and achieve sales and/or company goals
- Eight years retail/customer service experience
- Seven years retail management experience in high volume stores ($50 million - $70 million)
Timeline
Manager, Account Management
LINQ
03.2024 - Current
Senior Account Manager
LINQ
08.2022 - 03.2024
Customer Success Manager
LINQ
01.2019 - 08.2022
Senior Customer Care Specialist/ Configuration Specialist
LINQ (Formerly SRC Solutions Inc. Acquired by LINQ 2019)
06.2015 - 01.2019
Recruitment Coordinator
SRC Solutions (acquired by LINQ)
06.2015 - 01.2019
Specialty and Merchandising Manager
The Home Depot
01.2012 - 06.2015
Operations Manager
The Home Depot
12.2009 - 01.2012
Front-End/ Special Services Supervisor
The Home Depot
08.2007 - 12.2009
Millwork Expeditor/ Millwork Specialist
The Home Depot
08.2006 - 08.2007
High School Diploma -
Northeast High School