Meet the CS Team:
Up close and personal with ReviewTrackers’ award-winning Customer Success team
Director of Customer Happiness
Follow her hand lettering and watercolor artistry on Instagram via @madebycrystalann
A native Floridian with southern hospitality in tow, Crystal has continued to evolve her natural love of building meaningful user experiences throughout her 8-year career in marketing, events, community management, and customer success.
Joining ReviewTrackers in 2014 as the first member of our Customer Success Team, Crystal continues to contribute to our success by building a community of loyal, engaged users through support and feature education.
Before ReviewTrackers, she worked as the events director and community manager for Technori, a tech and innovation community for startups. Crystal also previously held the communications VP role for the Bay County Chamber of Commerce in Panama City, Florida.
Outside the office, Crystal loves to feed her creative soul by drawing letters and making things that evoke joy, love, and nostalgia. “I’ve always had a creative soul,” she says. “I started out with scrapbooking and painting and for awhile I even did graphic design. I designed logos for non-profits, then I started wanting to sketch and draw, and that turned into hand lettering.”
What do you love the most about working at ReviewTrackers?
It’s hard to narrow it down to one to two things, but I’d definitely say the people are the biggest thing — the people I work with (ReviewTrackers employees) and the people I get to work with (our customers).
Working on key accounts, I have gotten to work with some incredible and brilliant personalities. Every day, I get to partner with and assist really great people at some of the top enterprise companies around the world.
For example, I have a call every week with U.S. Bank, and every time I hang up, I feel so inspired by the initiatives that we come up with, or that their administrator shares with me. It’s truly exciting to get to be part of our customers’ challenges and goals and the things that they want to do with the data that we’re collecting for them. (Editor’s note: You can read the U.S. Bank Customer Success Story here.)
Also, working with team members who aren’t afraid to get their hands dirty and help me with whatever challenges I’m facing — and whom I also get to hang out with and be friends with — makes me feel like a part of a family. I feel like the people here at ReviewTrackers all help each other become better versions of ourselves.
Name three things you love.
- I love feeding my creative soul, which currently includes hand lettering, watercolor, travel, and seeking the joy in all experiences.
- I do what is called “bullet journaling.” I am an avid list-maker, and I used to struggle to find a planner or notebook that suited my needs. Then I stumbled upon, via Instagram, this way to make your own lists, where you take an empty notebook and draw out different templates that work for you. You keep doing versions of it until you find one that really works, and I finally have that. There’s also this whole community online about it, where people create bullet journals and use it as their planner, sketchbook, to-do list, or journal. I love my bullet journal and couldn’t do life without it!
- I’m also really into podcasts. I first got into podcasts where I’d watch a show and there’d be people talking about the show afterward — and I kind of get to nerd out over what I loved about the episode. Then I got into business podcasts. I also love fiction podcasts and true crime podcasts. I listen to them when I wake up in the morning and start to get ready for work; sometimes I’ll listen to podcasts in the evening, and I also listen a lot on the weekend, when I’m having a little creative date with myself.
Any secret talents?
People that know me really well know that I love hand lettering. What I’m calling my side hustle is “Made By Crystal.”
What’s one random fact that most people don’t know about you?
I have a motorcycle license — that is secret enough — and I used to drive a motorcycle in Florida until I sold it. I want to buy a scooter, I keep saying I’m going to, but I just haven’t done it yet.
If there’s one tip you could share with a customer so they could make the most out of ReviewTrackers, what would it be?
The accounts that have been the most successful with ReviewTrackers are the ones that take the time to identify what their needs and goals are. So the first thing I do when I have a kickoff call with a customer is to talk with them about their reasoning for signing up for ReviewTrackers, so we can identify specific objectives and create quarterly goals.
So my tip would be: try to reach a deeper understanding of what you specifically want to achieve. There is always more to ReviewTrackers than the features you’re already familiar with, and there is certainly more to the tool than the data the platform collects. Yes, ReviewTrackers is easy to use and intuitive, but at the same time, there are countless possibilities and so many creative ways you can harness your data in order to address your unique business challenges and foster operational, service, and performance improvements.