Suzanne Nicholl PhD CCRA

Carta Healthcare is a leading provider of advanced technology solutions and clinical data abstraction services, designed to optimize healthcare organizations' operations, improve patient care, and drive performance through data-driven insights. By leveraging artificial intelligence and machine learning, Carta Healthcare empowers healthcare providers with tools to streamline clinical workflows, enhance decision-making, and boost operational efficiency.

• Report directly to the Chief Operating Officer.
• Directed efforts to enhance customer service delivery, product adoption rates, and stakeholder engagement.
• Responsible for leading the implementation and reporting of all client abstraction services and products..
• Coach and support a team of 10+ full-time client-facing Clinical Data Abstraction/Process Managers, and 160+ part-time abstraction staff, identifying opportunities for growth and development; supporting hiring, onboarding, and ongoing training for team members.
• Provide the CFO with real-time financial forecasting on contracted vs. actual revenue across services and products for existing clients.
• Implemented a new time-management software solution for services staff (170+) to provide accurate capacity and productivity reporting; was able to reduce client reporting time by 70% by introducing creative reporting solutions.
• Developed strategies to increase Carta’s footprint with existing clients, created new metrics reporting for executive clients, and increased overall recurring revenue via upsells by 30%.
• Built out new sales pipeline workflows in HubSpot to provide a clear overview of upsells, renewals, and new business, as well as create custom dashboards for client activity.
• Created executive dashboards for leadership, showcasing client health cards, CARR vs. ARR, expansion opportunities, client profiles, NPA scores, and referencability/case studies.
• Lead internal improvement activities, including operational processes and customer journey methodologies.
• Provide clinical, technical, and process expertise to address solutions for customer use cases.
• Act as the primary point of escalation for client accounts, both for the client and Carta Healthcare.
• Partner with Sales to identify and support growth – both within the assigned account and with prospective customers with similar profiles.
• Develop customer support initiatives for Carta products as they are developed and launched to end users.
• Collaborate with engineering and product operations on client implementations of Carta’s AI products, end-user feedback, and technical support.
• Develop and implement training programs for Carta's AI products.

• Lead and guide strategies for the Clinical Research Site Success team, to drive retention and expansion, and ensuring adoption and satisfaction using Veeva's clinical research site-facing software.
• Guide team members to provide a high level of engagement and satisfaction with clinical research sites.
• Foster cross functional collaboration and culture within the team and with other teams such as Sales, Marketing, Engineering, QA and Product Management to ensure a good and consistent customer experience.
• Develop processes with a focus on driving efficiencies and streamlining touch points for research sites.
• Hire, train, and appraise high-performing clinical research team members ensuring that they are well equipped and knowledgeable on clinical research processes, Veeva technology, playbooks, and all necessary tools.
• Actively develop and coach direct reports on performance and career progression; identify training needs across the team and develop plans to address.
• Create a holistic view of the customer with data from multiple sources, to effectively monitor all stages of customer health.
• Create and maintain a customer health dashboard to help derive metrics of customer usage across the suite of products.
• Serve as our customers’ internal advocates by sharing collective feedback and partnering with our product team to deliver research technology that aligns with the direction of the industry.

• Team Lead for the Customer Success Team, responsible for 350+ clinical research organizations and $10+ million annual recurring revenue.
• Actively develop and coach direct reports on performance and career progression; identify training needs across the team and develop plans to address.
• Assist in the product development and implementation of optimized research workflow capabilities within existing products and the launch of new products.
• Serve as a trusted, proactive partner to cross functional teams: Marketing, Support, Sales, Product Development and Finance.
• Secure customer adoption of new capabilities within existing products and exposure to the launch of new products that best serve the customer's research needs and business objectives
• Implement and maintain Customer Success departmental strategies.
• Investigate and proactively drive solutions on escalations for issues.
• Member of strategic planning committee tasked with capacity planning and staff optimization.
• Maintain a work culture that is energized, motivated and creates a positive atmosphere for the Customer Success team.

• Maintained and expanded relationships with strategically important clinical research organizations - CROs, Health Care Systems and Global Site Networks.
• Focused on organic relationship building with customers, to maximize their clinical research systems investment and ensure their deployment , implementation and ongoing use align with their strategic business goals and objectives.
• Ensured optimal usage of Clinical Trials Management Systems and integrated software solutions such as EMRs, eDCs, patient recruitment and communication platforms and eConsent/eReg/eSource solutions.
• Managed the customer account planning cycle (deployment through customer success) and ensure assigned customers’ needs and contractual business goals are being met on time and within budget.

• Managed large international multi-center heart failure clinical trials (drug/device).
• Ensured study operation compliance with government regulations, reporting requirements and funding requirements including IRB submissions, SDWs, AE reporting, SOPs, regulatory reporting, INDs and IDEs.
• Oversight of CRAs, clinical safety, data technicians and ECG Core Lab.
• Member of Executive Leadership team who provided operational oversight of the data management and clinical operations teams.
• Accountable for leading the clinical team to deliver trials within planned timelines and budget, and according to required standards of quality and compliance.
• Responsible for the training program for Investigators and Coordinators on study protocols and the associated eDC platform.

• Served as an official representative of the HSG in public communications.
• Directed scientific peer review committees, the establishment of special review panels, and the identification and selection of qualified experts to serve on these review committees.
• Fostered effective communication with the scientific community to enhance funding and request for proposals.
• Developed policies relating to scientific review and implemented review policies established by the HSG.
• Collaborated with peer review committees to review, administer, and evaluate the performance of the HSG’s research applications.
• Served as a representative in meetings with sponsors and potential collaborations.
• Oversight of the administration of the review and approval of research protocols, principal investigators, co-principal investigators and steering committees for these research projects and requests for use of bio sample repositories

• Managed large global multi-center trials related to Huntington Disease including a large global registry, genetic database and bio sample repository.
• Generated study documents, including Protocols, Operations Manuals, Informed Consent forms, Case Report forms and monitoring guidelines.
• Managed the study budget and assisted the financial team with overall study finance management.
• Managed the identification, evaluation and selection of clinical investigators.
• Oversight of study vendors, including selection, management and quality assurance, especially of monitoring and study management vendors
• Planned and represented the clinical study team to clinical investigators, vendors, and consultants at Investigator meetings.
• Responsible for training Investigators and Coordinators on study protocol, CRF management, regulatory and drug safety.

• Managed the execution, evaluation and outcome for research projects under the direction of the Principal Investigator, including design, and development of innovative research studies, assay methods and techniques.
• Managed multiple research projects, research budgets and research staff including technical associates, surgical residents, medical, undergraduate and graduate students and volunteers.
• Developed and maintained research laboratory SOPs, OSHA required laboratory safety and maintenance processes.
• Presented (25+ poster and oral) at national and international conferences.
• Authored/ co-authored on 13 peer-reviewed publications.

• Awarded and executed to successful completion an American Heart Association Postdoctoral Fellowship Award (NY State Affiliate), examining endogenous smooth muscle cell PAI-1 and its role in flow-induced smooth muscle cell migration and regulation of MMP and u-PA activity.
• Co-authored subsequent paper in Thrombosis Research
• Presented research at multiple global and national research forums.