Carla Cameron
Whitmore Lake,MI
Summary
Seasoned Project Manager with extensive experience at Lowry Solutions, specializing in customer success and professional services. Proven expertise in utilizing SaaS solutions and business analysis to enhance project outcomes and elevate client satisfaction. A strong leader with a track record of improving account management processes, resulting in increased customer engagement and operational efficiency.
Overview
18
18
years of professional experience
Work History
Project Manager Customer Success/Professional Services
Lowry Solutions
01.2023 - Current
- Managed project initiation, planning, execution, monitoring and controlling.
- Managed budget allocation within project constraints.
- Secure client contentment through effective deployment of software, hardware, and RFID systems.
- Provided technical assistance and resolved issues.
- Supervise team's daily operations successfully.
- Enhance customer experience, engagement, and value realization.
- Mapped customer lifecycle with product, interventions, and usage levels.
- Streamlined renewal and revenue operations.
- Collected data for churn metrics.
- Conducted and analyzed NPS customer surveys to gauge satisfaction.
- Supervised SaaS support team, ensuring all SLA targets were met for QBR reviews.
- Implemented new features and enhancements, detailing required post-deployment support.
- Facilitated customer onboarding, training, and engagement post-occupancy.
- Implemented Jira, Azure, and Salesforce platforms for project management.
International Customer Service Manager
FlexDex Surgical
02.2017 - 04.2019
- Collaborated with a start-up company specializing in medical devices for minimally invasive surgery.
- Developed Customer Service and Sales/Marketing departments to comply with ISO and FDA standards.
- Formulated and enforced guidelines for onboarding new clients, managing orders, driving sales tactics, crafting marketing strategies and spearheading business expansion.
- Communicated goals and strategies through stakeholder presentations.
- Engaged potential clients during multiple industry-specific trade events.
- Delivered comprehensive on-site training sessions.
- Spearheaded R&D initiatives in the field of engineering.
- Completed regular audits for FDA and manufacturing adherence.
- Implemented Q/A standards for product development.
- Led management of Direct Sales team.
- Optimized promotional strategies for increased revenue.
- Projections and forecast
- Monitoring and forecasting
- Market trends
- Enhanced project milestone tracking to ensure timely completion.
- Developed strong customer relationships.
- Provided physician support during surgeries and managed clinical trials.
- Oversaw onboarding and training for international sales teams.
- Spearheaded the launch of a medical device for minimally invasive surgery at a start-up company.
Customer Service Manager
BAK Industries
01.2018 - 12.2018
- Coordinate and supervise daily tasks within the CS department.
- Guarantee efficient and quality customer service.
- Developed training materials adhering to ISO9000 standards.
- Monitored customer interactions across multiple communication platforms.
- Led team consisting of 9 individuals.
- Developed and executed plans for performance improvement.
- Oversee recruitment and manage workforce timetables.
- Facilitated collaboration between manufacturing, QC, shipping, and upper management teams to enhance communication.
- Developed and enforced work instructions ensuring employee proficiency in product and system knowledge.
- Monitored and documented compliance with SLAs and NPIs.
- Developed Salesforce Service and conducted comprehensive CSM training for staff.
- Oversee creation of promotional content.
- Directed financial planning, performance quotas, customer retention programs and contract renewals.
- Optimized billing and collections workflow.
- Achieved significant improvements in staff retention over time.
Implementation Project Manager
Omnicell Pharmacy Automation/Robotics
10.2014 - 01.2017
- Led the full lifecycle of projects: initiation through closure.
- Managed budgeting and allocation of resources.
- Managed scope, timelines and risks for multi-million dollar account.
- Coordinated and balanced work efforts across up to ten projects.
- Led implementations with various hospital health information systems (HIS) vendors, HIS teams, and clinicians.
- Configured pharmacy automation software and hardware.
- Led and coordinated a 10-person cross-functional team in executing a $6M pharmacy software and hardware contract at 25 client sites within 16 months.
- Increased adoption rates successfully.
- Executed timely renewals for continued service agreements.
- Communicated project statuses clearly through detailed presentations and reports.
- Led weekly stakeholder meetings.
- Implemented HL7 standards ensuring seamless interoperability.
- Collaborated with Director of Pharmacy, Hospital C-Level executives, Nursing staff, Pharmacy Technicians, Materials Management.
- Served as subject matter expert in clinical workflow analysis.
- Cultivated strong customer relationships.
- Specialized in manufacturing demand forecasting and best practice implementation.
- Facilitated educational programs for nurse preceptors.
- Traveled extensively for business requirements.
Implementation-Marketing Manager
CFI Medical Solutions
01.2012 - 01.2014
- Increased sales in the soft goods sector within hospital operations.
- Managed direct and external sales force for Zero-Gravity RPS.
- Directed marketing and sales for CME.
- Achieved significant B2B sales targets consistently.
- Oversaw concept design and analysis across diverse data sets.
- Led international sales team and managed capital equipment transactions.
- Specialized in product development and clinical trial applications for cardiovascular surgeons.
- Developed and implemented effective nursing protocols at Bio-Med for optimal patient outcomes.
- Clinical Trials-Product Management
- Brand management, trademark filing
- Trade show director
- Produced, structured, and distributed social media materials for various product lines and training modules.
- Increased global sales and analyzed contracts.
- Traveled extensively with consistent 60% travel rate.
- Soft goods sales-hospital operating, territory growth
Strategic Account Manager
McKesson Health Solutions
06.2007 - 01.2012
- Managed escalations from independent pharmacy software and hardware customers.
- Oversaw project implementation and ensured timely delivery.
- Developed customer sales prospects.
- Oversaw implementation of Go Live while managing operations remotely.
- Facilitated weekly status calls for a portfolio of 12-15 active clients.
- Established solid relationships with customer leadership.
- Gained expertise in SaaS solutions.
- Specialized in 340B and LTC processes.
- Secured long-term contracts across US, EMEA, and Asia Pacific regions.
- Achieved above-standard profit margins.
- Oversaw sales pipeline and revenue cycle management.
- Served as PME Point Specialist for Health Mart and Central Fill special project.
- Frequent travel to multiple locations for project management.
Education
Associate - Science; Business Management
Washtenaw Community College
Skills
- Account management
- Business-to-Business Strategies
- Benchmarking
- Brand management
- Budgeting
- Business analysis
- Project Management
- Customer Success
- Software as a Service (SaaS)
- Sales Management
- Systems implementation
- Project development
- Project tracking
- Risk management
- Progress reporting
- Staff management
Awards
- Spotlight Award - CFI Medical Solutions
- Leadership Award - McKesson
- Best Performer - Omnicell
Timeline
Project Manager Customer Success/Professional Services
Lowry Solutions
01.2023 - Current
Customer Service Manager
BAK Industries
01.2018 - 12.2018
International Customer Service Manager
FlexDex Surgical
02.2017 - 04.2019
Implementation Project Manager
Omnicell Pharmacy Automation/Robotics
10.2014 - 01.2017
Implementation-Marketing Manager
CFI Medical Solutions
01.2012 - 01.2014
Strategic Account Manager
McKesson Health Solutions
06.2007 - 01.2012
Associate - Science; Business Management
Washtenaw Community College
Similar Profiles
Wyeth AgtarapWyeth Agtarap
Service Desk Data Entry Coordinator at Upwork - Freelancer (Client: Lowry Solutions)Service Desk Data Entry Coordinator at Upwork - Freelancer (Client: Lowry Solutions)
Kali StambaughKali Stambaugh
Study Clerk at Tami LowryStudy Clerk at Tami Lowry
Brittany EhrBrittany Ehr
Medical Record / Front Desk at Lowry PediatricsMedical Record / Front Desk at Lowry Pediatrics
Hannah Noble-MeyersHannah Noble-Meyers
Crew Member at Uncle Davey's Ice Cream ShoppeCrew Member at Uncle Davey's Ice Cream Shoppe
Samuel DeNinoSamuel DeNino
Warehouse Worker at Costco DepotWarehouse Worker at Costco Depot