Kelly Burrell

About Kelly Burrell

I’m a relationship-driven Customer Success Manager who thrives in post-sale ownership—helping customers turn complex software into real, day-to-day value.I currently manage ~70 medium-to-large pharmaceutical and medical technology accounts in a highly regulated environment, guiding customers from onboarding through long-term adoption and success. My onboarding philosophy is simple: clear milestones, realistic timelines, and measurable outcomes. My goal is to onboard customers to success within 90 days—and I’ve successfully onboarded 20+ customers using this approach.Beyond my customer portfolio, I was promoted to Team Lead, where I mentor and support five Customer Success Managers through regular 1:1s, knowledge sharing, and problem-solving. As the longest-tenured CSM on the team, I’m often the go-to escalation point and trusted advisor for both customers and peers.One of my biggest strengths is building scalable systems. I led a full redesign of our Zendesk workflows, created SOPs that standardized how CSMs work day to day, and centralized documentation to improve efficiency and consistency across the team. I’m considered a Zendesk Subject Matter Expert and genuinely enjoy building processes that make teams stronger.Customer Success is the career I’ve intentionally built and continue to grow. I bring energy, authenticity, and curiosity to my work and thrive in roles where post-sale ownership, onboarding, enablement, and long-term customer outcomes are the focus.

Experience

1. Customer Success Manager Team Lead Onboarding Manager

   Redica Systems

   Aug 2021 — Present

   Manage a portfolio of ~70 medium-to-large pharmaceutical and medical technology customers • Lead post-sale onboarding with a 90-day time-to-onboard goal, driving early adoption and long-term success • Successfully onboarded 20+ customers to platform adoption and operational success • Serve as the primary post-sale partner, supporting customers in meeting quality and regulatory objectivesTeam Leadership & Enablement • Promoted to Team Lead, mentoring and supporting five Customer Success Managers • Conduct regular 1:1s focused on performance, prioritization, and professional development • Act as an escalation point and subject matter resource as the longest-tenured CSMZendesk & Process Ownership • Led the redesign and optimization of Zendesk workflows to improve efficiency and visibility • Recognized internally as a Zendesk Subject Matter Expert (SME) • Authored SOPs that created streamlined, repeatable CSM processes • Centralized team documentation to improve consistency and scalabilityCustomer Enablement • Designed and owned the customer onboarding framework with milestone-based success plans • Led customer-facing webinars to support adoption of new applications and features

Education

• Jones County Junior College

  Business Administration and Management, General

Skills

• Security
• Finance
• Account Management
• Microsoft Office
• Sales
• User Experience
• Salesforce.com
• Management
• Team Building
• Product Knowledge
• Training
• Time Management
• Leadership
• B2b
• Teamwork
• Banking
• Customer Retention
• Customer Service
• Software as a Service (Saas)
• Business Development
• Microsoft Word