Chrystle Henderson
@chrystlehenderson
Enterprise Implementation Manager and Technical Support leader improving time-to-value and retention.
United StatesWhat I'm looking for
I’m an Onboarding/Implementation and Support leader with 19 years of experience guiding enterprise SaaS customers from contract execution through successful go-live and adoption. I bring a customer-centric approach to implementation strategy, stakeholder management, and training/enablement—so teams can accelerate time-to-value and drive long-term client success.
At CustomerOnboardingManager roles, I managed end-to-end software implementations, configured web-based compliance and vendor management solutions, and built customized training materials (including webinars and one-on-one training). I direct project timelines, coordinate cross-functional resources, mitigate risks, and ensure on-time delivery of implementation milestones while collaborating closely with Sales, Product, Support, and Development.
In technical support and incident management, I’ve provided engineering-level support across systems, applications, and infrastructure, conducting data and root cause analysis to implement corrective actions. I created internal knowledge sharing, managed 80–100 weekly support cases, minimized downtime through incident response coordination, and led continuous improvement via post-incident reviews—backed by strong account and customer success execution (including 98% retention across 20–30 accounts).
Experience
Work history, roles, and key accomplishments
Enterprise Technical Support Analyst
Guild Education
Provided enterprise technical support and incident management, resolving complex issues across systems and infrastructure. Performed root-cause analysis, built an internal knowledge-sharing platform, and handled 80–100 weekly support cases to minimize downtime.
Customer Onboarding Manager
B2Gnow EComply
Managed end-to-end onboarding implementations, guiding clients from contract execution through go-live and adoption. Configured compliance/vendor management solutions and delivered role-based training via webinars and one-on-one sessions.
Account Onboarding Specialist
NASDAQ Boardvantage
Managed 8–10 concurrent implementations with minimal supervision, delivering timely updates to senior leadership. Monitored progress, identified risks, supported decision makers, and improved onboarding processes through recommendations.
Customer Success/Account Manager
NASDAQ Boardvantage
Managed 20–30 accounts while maintaining a 98% client retention rate by addressing C-level concerns and resolving issues related to accounting, billing, and deliverables. Drove account reviews, opportunity planning, and completed upsell and cross-sell to influence pipeline outcomes.
Account Management Associate
Amplify (Wireless Generation)
Supported onboarding and product setup for 5–10 C-level clients while promoting from Lead Implementation Manager/Trainer to drive continuous improvement and strengthen delivery. Improved retention and satisfaction by building strong client relationships and enhancing onboarding practices.
Education
Degrees, certifications, and relevant coursework
Spelman College
Associate of Technology, Project Management
Associate of Technology at Spelman College with a project management focus (INROADS Scholar).
Cornell University
Certification, Diversity & Inclusion
Cornell University diversity and inclusion certification focused on principles and practices for inclusive environments.
Cornell University
Certification, Leadership
Cornell University Black Leadership Accelerator program certifications focused on leadership development.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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