Kirsten Carson

Scimax Global

Key member of the executive-level escalation team that managed strategies and tactics for de-escalating customer accounts, with additional responsibilities for handling at risk accounts.
Hold monthly Customer Success meetings and provide support for varying issues for over 15 accounts.
Determine communications strategy and execute programs to deliver communications objectives throughout the organization and to our clients.
Collaborate with key stakeholders to create and monitor strategic objectives within the corporate communications department budget.
Create and launch press releases and marketing campaigns while driving new ideas for consistent social media marketing.
Assist with and define key contributors’ annual objectives, perform periodic assessment to ensure goals are met or adjusted accordingly.
Own performance review process including bonus structures, promotions, and cost of living increases.
Adaptation skills in growing a startup company, implementing new processes, working across teams to fulfill business needs.

Scimax Global

Customer Success Manager for 15+ accounts in the Pharma and Biotech Life Sciences industry.
Key member of the executive-level escalation team for 15+ accounts gathering insights and data from our clients.
Conducted monthly CSM meetings to ensure consistent communication between all clients.
Owned the relationship for the successful implementation of services including Project Management.
Collaborate with internal teams (e.g., support, product management, platform management, senior management) to address client needs.

Endpoint Technologies

Assist sales management in determining the appropriate scope of work and manage the overall goals and deliverables for client projects while providing insights into new business opportunities.
Strong background working in a customer-facing environment and driving initiatives to improve customer satisfaction.
Contribute thought leadership and best practices, both internally and externally, around business transformation and program management.
Support ongoing projects and account managers through client-focused problem-solving and reevaluating requirements to meet business needs.
Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately gain success across teams.
Adaptation skills in growing a startup company.

Salesforce

Managed end-to-end implementation planning including project management, issue management, communication and change management.
Lead and difficult conversations regarding budget, resources, and timeline constraints, and formally captured and communicated outcomes of those meetings externally and to Salesforce leadership.
Created and managed project plans; monitored and reviewed project progress and timelines; adjusted schedules, and resources to bring over thirty projects to a successful close.
Facilitated requirements gathering sessions and assisted with the creation of project deliverables including Blueprint documentation, UAT plans, client success documentation.
Lead both small and enterprise-wide engagements, facilitated meetings, mentored new Salesforce team members, and effectively managed multiple client escalations.
Held weekly steering committee meetings to appropriately communicate project risks, issues, successes, and timelines.

Online Business Applications

Individually managed 35+ total software implementations ranging from $50k to $5Successfully managed the number one Top Pharma company in world on a $5M project lasting 3.5 years for the software implementation to over 120 countries with profound partnerships including US, Canada, EU, Asia Pacific, Japan including developing interfaces to their other regulatory systems.
Communicated as a key member of senior management to provide accurate reporting for ongoing program management.
Delegated responsibilities, schedules, and budgets for all departments including PMO,
Development, Quality Assurance, IT, Validation, Business Analysis, Training, and Technical Support for multiple projects.
Results-oriented approach to project management using agile methodologies to encourage thinking outside of the box and always using available resources and external sources to meet the overall goal.
Hosted weekly team building events and one-on-one team meetings, not only to discuss project status, but provide support and ensure that each team member has the available resources and materials needed for individual success.
Mitigated risk factors through careful analysis, practicing effective change management.

Online Business Applications

Maintained relationships with clients on a weekly basis and consistently met with clients at convention events throughout the year.
Consulted with clients 1 on 1 to determine current and future business needs.
Performed software demonstrations at worldwide conferences in the Pharmaceutical and Biotechnology Industries.
Attended tradeshows and networking events to promote the company’s product and grow future business with new and existing companies.
Managed all projects for marketing literature, tradeshow inserts, exhibits, and giveaways.

Experience