Karen Kerns, Senior Account Executive: Passionately Providing Solutions To Clients
June 26, 2025
Karen joined the Winston family in 2021 as a Senior Account Executive, focusing on client retention. She is an absolute force of nature in the client account management world and tackles every project with an almost boundless energy that’s infectious. She’s often the first one in and the last one out, always buzzing with new ideas, and shows a relentless drive to exceed client expectations. Her clients adore her for her unwavering dedication and her uncanny ability to anticipate their needs before they even voice them. Her enthusiasm is palpable as she strategizes, negotiates, and problem-solves. Karen brings a strong presence for issue resolution, and while at times can be fiery on the client’s behalf, she will also offer to partner together in the same breath.
“I love Winston—even though fast paced, we retain that close-knit family business approach. I enjoy my job, and what better way to use my gift of gab! Connecting with people and building relationships is an innate part of me—both professionally and personally.”
Q: How would you describe your leadership style?
Karen: I would describe my leadership method as a Fireball Lifesaver—I come in hot and spicy but will give you all the support you need to ensure your success.
Q: Can you recall an instance on where you focused on client retention as a goal for either a new or existing client, and what that process was like?
Karen: I recall a new service being launched for a client that was also new to Winston. It was a tough implementation as small details were not discovered earlier on in the process on both the client and admin side, resulting in a challenge to deliver the high level of customer service we expect in our delivery. Through open, transparent communication to our client and our strong partnerships, we were able to collaborate together to mitigate the employee-facing challenges and have a successful launch. Teamwork is key with clients and administrators.
Q: What have you learned over the years that helped you progress into your current role?
Karen: You are never too old to learn—and that is definitely the case for me. I have learned to slow down, listen, and ask questions. You need to give people the opportunity to be heard. It’s still a work in progress, as I tend to run high energy, but I try to slow down and truly “hear” what you are trying to convey with actions, feelings, and words.
Q: How do you think future technology developments Winston is implementing will improve service delivery for clients?
Karen: Winston is a solution-oriented company focused on customer experience and agile with its approach to technology. We are constantly looking to the horizon for new concepts and options. Our future release of ZenDesk for service issue management will expedite the issue resolution process, while providing visibility into the resolution progress along the way. This will provide further support to our clients by improving turnaround times. We are also excited for our call center to expand the chatbot experience to help triage intake and assist in easy navigation to appropriate support. I am excited to see both features launch in the near future.
