Kirsten Carson Email & Phone Number

Mountain View, CA, US

• Successfully manage over 40 Life Science accounts as the main point of contact for executives, IT, Quality Management, and overall user population.
• Ensure client expectations are well managed and effectively aligned to their strategic goals, adoption of the platform, and growth potential.
• 100% retention rate in a 10-month period.
• Act as the voice of the customer to our internal stakeholders, including flagging and managing risks, advocating for their needs, and ensuring alignment on objectives.
• Perform executive business reviews demonstrating progress towards and achievement of shared success measures including client engagement, adoption, utilization, and account growth while demonstrating a strategic.
• Serve as a trusted advisor with a solution-focused mindset to expand my account profiles while exceeding key performance indicators and NPS targets.

Princeton, New Jersey, US

• Hold monthly Customer Success meetings and provide support for varying issues for over 15 accounts.
• Key Member in all issues and crisis management team.
• Collaborate with key stakeholders to create and monitor strategic objectives.
• Manage end-to-end implementation including planning, executing, monitoring and controlling, and closing.
• Delegate responsibilities, schedules, and budgets for all departments including PMO, Development, Quality Assurance, IT, Validation, Business Analysis, Training, and Technical Support for multiple projects.
• Assist with and define key contributors’ annual objectives, perform periodic assessment to ensure goals are met or adjusted accordingly.

Miramar Beach, Florida, US

• 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.
• Assist sales management in determining appropriate scope of work and manage the overall goals and deliverables for client projects while providing insights into new business opportunities.
• 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, implementing new processes, working across teams to fulfill business needs.

San Francisco, California, US

• 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.

Woodridge, IL, US

• Individually managed 35+ total software implementations ranging from $50k to $5M.
• Successfully 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.
• Delegated responsibilities, schedules, and budgets for all departments including PMO, Development, Quality Assurance, IT, Validation, Business Analysis, Training, and Technical Support for multiple projects.
• Mitigated risk factors through careful analysis, practicing effective change management.

Woodridge, IL, US

• 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.
• Attended tradeshows and networking events to promote the company’s product and grow future business with new and existing companies.