Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

Karen Gobetz

Horsham,PA

Summary

Customer-focused professional with successful 13 year career in technology sector with a focus on healthcare and pharmaceuticals. Skilled in organizational strategies, data analytics, workflow optimization, vendor and stakeholder relationships, cross-functional team leadership, gap analysis, training and coaching Lifelong learner who is always looking for new ways to add value.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Manager, Product Operations and Enablement

Certara
04.2023 - 06.2024
  • Represented Certara's newest Advanced Tier offerings and introduced them to client base.
  • Partnered with teams across greater Certara organization to build relationships and ensure issues are resolved and action items are followed through.
  • Attended prospective client meetings facilitating discussions to drive engagement.
  • Conducted product trainings to educate clients on newest offerings and ensure understanding of value Certara products provide.
  • Managed client follow up as well as providing historical background for future use.
  • Created implementation plan for new products including implementation journey, user guide, email templates and follow up plans
  • Created FAQ documentation on new product to educate both clients and internal teams on high-level benefits of Certara's advanced solutions.
  • Represented Pinnacle 21 at industry conferences, strengthening relationships and building new connections.

Customer Success Manager

Pinnacle 21 By Certara
06.2019 - 04.2023
  • Supported a client base of over 80 clients, including top 20 pharmaceutical companies.
  • Assisted customers with onboarding and product setup to foster successful adoption and usage, decreasing implementation time from 6 months to 90 days.
  • Mitigated churn risk and increased adoption using data driven approach.
  • Provided training to clients throughout their product usage to ensure clients were utilizing software to its maximum potential.
  • Conducted regular account reviews and health checks to assess progress and strategize future growth opportunities for clients.
  • Identified gaps and overlaps between clients’ existing processes and our indented use cases to advise their scope and sequence in adopting our solutions.
  • Create internal and client-facing FAQs, designed implementation journeys, created playbooks for internal processes and developed internal templates for customer communications.

Manager, Account Management

NextGen Healthcare
07.2015 - 07.2019
  • Reviewed and assigned client accounts working to pair clients with an Account Manager. Clients who are actively engaged with an Account Manager. Clients working with an Account Manager report a 75% higher satisfaction rate than clients who are not part of the Account Management program.
  • Improved and maintaining overall client satisfaction scores, leading NextGen to be rated Best in KLAS, the industry standard for Electronic Health Records
  • Worked across all departments to increase client satisfaction and retention and to drive product adoption
  • Played a pivotal role in reorganizing and realigning team to move from specialty-based alignment to region based alignment to better partner with and support sales department
  • Served as point of escalation and driving issues to resolution for staff and clients
  • Coached and trained a team of 12 Account Managers including senior employees.

Client Care Team Lead

NextGen Healthcare
10.2014 - 09.2015
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Served as “right hand” to manager of Client Care department
  • Mentored and trained new hires
  • Assisted in interview and hiring process
  • Worked side-by-side with department manager to grow department from engagement based Client Care to strategic and ongoing Account Management
  • Collaborated with department director in order to create departmental structure allowing for greater coverage across NextGen’s client base
  • Drove overall satisfaction of escalated and high priority top tier accounts.
  • Served as subject matter expert through collaborating with specialty directors, product owners, and other teams

Client Care Specialist

NextGen Healthcare
04.2011 - 10.2014
  • Oversaw, managed and communicated with 25+ NextGen Healthcare clients on a consistent and ongoing basis through all aspects of NextGen post Implementation to ensure customer satisfaction.
  • Served as client's main contact within NextGen Healthcare post implementation.
  • Responsible for achieving accurate and timely resolutions to issues that may arise
  • Maintained constant communication with the accounts that are assigned
  • Served as clients' advocate within NextGen Healthcare with any issues, concerns or questions.
  • Managed Implementations
  • Prepared and manage plans to resolve customer issues

Education

Master of Science - Human Resources Management

Holy Family University
Philadelphia, PA
05.2009

Bachelor of Arts - Rhetoric And Communications

Mount St. Mary's University
Emmitsburg, MD
05.2005

Skills

  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Project Management
  • Gainsight
  • Jira
  • Salesforce
  • Pinnacle 21 Enterprise
  • NextGen EHR/PM Certified Professional

Affiliations

  • PHUSE

Certification

SuccessHACKER Certified Customer Success Manager, Level 5

Timeline

Manager, Product Operations and Enablement

Certara
04.2023 - 06.2024

Customer Success Manager

Pinnacle 21 By Certara
06.2019 - 04.2023

Manager, Account Management

NextGen Healthcare
07.2015 - 07.2019

Client Care Team Lead

NextGen Healthcare
10.2014 - 09.2015

Client Care Specialist

NextGen Healthcare
04.2011 - 10.2014

Master of Science - Human Resources Management

Holy Family University

Bachelor of Arts - Rhetoric And Communications

Mount St. Mary's University

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Karen Gobetz