What A Customer Success Manager At A Health Tech Company Wishes They Had Known Before Health Tech
Avery, a Customer Success Manager in health tech, wishes someone had emphasized the role's intensely "meeting heavy" nature and the necessity of navigating multiple teams to effectively represent the customer. The job requires creating "a really open communication loop" and proactively designing processes because, in reality, "you are the process."
Communication, Teamwork, Problem-Solving, Project Management, Industry Realities
Advizer Information
Name
Job Title
Company
Undergrad
Grad Programs
Majors
Industries
Job Functions
Traits
Avery Tinsley
Customer Success Manager
Health Tech Social Services Platform
University of California, Los Angeles 2020
Johns Hopkins MSEd
Biology & Related Sciences
Technology
Sales and Client Management
Took Out Loans, Worked 20+ Hours in School
Video Highlights
1. The Customer Success Manager role is extremely meeting-heavy, requiring constant communication and presentation skills.
2. Navigating the complexities of a large organization and collaborating with various teams is crucial for success.
3. Proactive process design and communication are essential for keeping all stakeholders informed and aligned, as pre-defined processes may be lacking.
Transcript
What have you learned about this role that you wish someone would have told you before you entered the industry?
It's really meeting-heavy, so you will not have a day off from being on camera, talking, and presenting. It takes a lot of juggling.
As someone who had no idea what the health tech industry was beforehand, and who had never had a full corporate job before coming into this space, I think one of the biggest things I wish I had known or had a better grasp of is when you are in these spaces, there are so many different teams.
When you represent the customer, and it's on your shoulders to make sure they stay with the company, don't turn their account, and continue to buy more or invest more, your job is to get one point across and have seven different meanings about it in one day. It can feel ineffective at times.
You have to figure out how to juggle all the opinions, perspectives, and information you gather from all these different places in the company. Then, continue to translate that and create a really open communication loop. So that's something I didn't know and wish I had.
I think there was a little naivete in going into this for me, thinking that there would be processes in place so everyone's in the loop and on the same page. No, you are the process. You have to design that to make sure all your teams are aware of what's going on. You need to get all the information you need from them, have representatives from different departments, and then keep everyone in the loop and on the same page.