Carina Pellius

Commercially focused Implementation and Delivery professional with 12+ years' experience across SaaS, customer success, and enterprise project delivery, leading complex implementations across the US, EMEA, and APAC. Proven track record of managing end-to-end onboarding and delivery for global customers, translating business requirements into scalable solutions, and ensuring successful adoption through clear planning, risk management, and strong stakeholder alignment. Experienced working with Fortune 500 and multi-region organisations, coordinating Product, Engineering, Sales, and Customer Success teams to deliver high-quality outcomes on time and within scope.

Known for improving onboarding efficiency, strengthening internal processes, and building trusted customer relationships that support long-term growth. Progressed from technical support and training roles into senior delivery positions, bringing a strong foundation in product knowledge alongside strategic, solutions-driven project leadership.

Senior Associate – Implementation & Customer Delivery, EMEA and APAC - Catalyst

(2024-01 - 2025-08)

Catalyst is the go-to expert on advancing gender equity at work, leading women's inclusion and advancement and helping organisations drive systemic change. Led end-to-end delivery of large-scale customer programmes for Fortune 100 and Fortune 500 organisations across the US, EMEA, and APAC, managing multiple concurrent implementations and ensuring alignment between customer requirements, commercial scope, and delivery capability. Acted as the primary point of coordination across Sales, Operations, Legal, and Finance to ensure smooth project execution from contract through delivery.

• Managed 5–10 concurrent global customer programmes, overseeing planning, stakeholder coordination, and delivery against agreed scope, budget, and timelines.
• Supported late-stage sales cycles as subject-matter expert, shaping solution design and proposals contributing to ~USD 800k in upsell revenue against pro-rata targets.
• Led discovery workshops to define delivery structure, operational requirements, and success criteria before project launch.
• Coordinated SOWs, MSAs, Sales Orders, and Purchase Orders with delivery plans, ensuring commercial and operational alignment.
• Balanced customer expectations with internal capacity, managing scope changes, risks, and timeline adjustments.
• Analysed utilisation and cost tracking data in Salesforce and Asana to improve forecasting, identify trends and future delivery planning.
• Introduced process improvements to increase visibility, accountability, and consistency across global programme delivery.
• Delivered customer workshops and briefings, ensuring clarity on milestones, responsibilities, and outcomes.
• Coordinated complex global programmes involving multiple regions, stakeholders, and approval processes.

Senior Implementation Specialist, EMEA - Allbound (now known as Channelscaler)

(2021-08 - 2023-07)

Allbound Streamline partner management, drive engagement and improve ease of doing business with a next-generation PRM platform. Led end-to-end SaaS implementations for enterprise and mid-market customers across EMEA, managing multiple concurrent onboarding projects from discovery through configuration, integration, training, and go-live. Worked cross-functionally with Product, Engineering, Customer Success, and Support teams to deliver scalable solutions aligned to customer requirements, timelines, and commercial scope.

• Managed up to 25 concurrent implementations, owning timelines, scope, and stakeholder communication.
• Led discovery sessions to define business, technical, and integration requirements, then translating them into structured implementation plans and system configurations.
• Designed complex system configurations including API integrations with CRM and LMS platforms.
• Built detailed project plans covering milestones, risks, dependencies, and responsibilities.
• Reduced onboarding time from 90 to 60 days by redefining scope, improving workflows and delivery structure.
• Monitored progress using Salesforce, Gainsight, and Zendesk, identifying risks early and resolving blockers.
• Managed customer expectations around scope, technical constraints, and delivery timelines.
• Delivered training sessions and handover documentation to Customer Success teams, ensuring smooth transition from implementation to long-term adoption and support.
• Supported global enterprise deployments with multiple user groups and regional requirements.

Customer Success & Partner Enablement Specialist - Agility PR Solutions

(2020-04 - 2021-08)

Agility PR Solutions help PR pros generate & monitor coverage, measure results, & demonstrate their value. Monitor coverage across online, print, broadcast, & social media with an easy-to-use tool. Managed reseller and referral partner relationships, delivering training, sales enablement, and operational support to drive engagement, strengthen partnerships, and ensure alignment with business objectives.

• Designed and delivered Train the Trainer programs and created support guidelines to strengthen partner Support teams.
• Led sales enablement initiatives, including sales positioning workshops, high-level product demos, and competitive battle cards to equip partner Sales teams.
• Created SOWs and authored RFPs (Request For Proposal) tailored to partner requirements, ensuring alignment with business objectives.
• Produced monthly Research Newsletters in collaboration with the Research team and Confluence, keeping partners updated on market changes and unique selling points.
• Coordinated billing processes by curating spreadsheets, inputting invoices into the CRM, and liaising with Finance, the MD, and CEO to resolve queries.

Senior Customer Success Specialist (working also in Channel Partners Enablement) - Agility PR Solutions

(2018-10 - 2020-03)

As well as continuing my role of Senior Support Specialist, I created, led and delivered strategic customer and partner enablement, coordinating cross-functional teams, executive stakeholders, and training programmes to drive adoption, integration, and business growth.

• Hosted executive-level calls with C-Suite and partner leadership, pitching solutions and driving new partnership opportunities.
• Account managed select partners while coordinating cross-functional teams across Marketing, Finance, Sales, and Engineering in EMEA, USA, Canada, and the Philippines.
• Worked closely with the Development team to train partners and their customers on API integration, using Swagger to demonstrate functionality.

Customer Success Consultant, Managed Services - Agility PR Solutions

(2017-10 - 2018-10)

Managed high-value enterprise accounts, providing daily media briefs, in-depth analysis, and actionable reports that supported customer decision-making and maximised business impact.

• Delivered customised daily media briefs for Enterprise customers, including high-revenue accounts, (my highest revenue account being $200,000 CAD), by synthesising print, online, broadcast, and social media sources.
• Conducted in-depth scope calls to identify customer objectives, creating tailored research and analysis to meet business needs.
• Leveraged advanced search techniques and our own Boolean logic (to create search strings) across proprietary and third-party platforms to source high-quality, relevant content.
• Performed qualitative and quantitative analysis to produce biweekly, monthly, and quarterly reports, detailing tone, topic, and coverage trends for customers and their competitors.

Technical Support, Training & Product Operations - Ticketmaster, PR Newswire (Cision), TicketWeb and other internal product teams

(2012-01 - 2017-12)

Held technical support, product training, and operational roles across Ticketmaster, PR Newswire (Cision), and internal product teams such as TicketWeb. Building a strong foundation in customer support, system rollouts, and user training.

• Delivered customer training and onboarding for software products.
• Supported product launches using Agile and Waterfall methodologies.
• Worked closely with Sales, Product, and Engineering teams.
• Created training materials, user guides, and internal documentation.
• Provided helpdesk, technical support, and customer account assistance.

BSc (Hons) - Forensic Science and Investigative Analysis - Kingston University