Any HealthTech/IT CS folks in the House?

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Steve Anderson
Steve Anderson Member Posts: 3 Navigator
edited January 2021 in Metrics & Analytics
Hey everyone - great to be a part of such a supportive and engaging community.

I was wondering if there are any folks here that are in Healthcare / Health Technology / Digital Health Customer Success? I'd love to connect (LinkedIn and Twitter links in my signature).

I've been working within healthcare (payers, providers, third-party administrators, etc.) for most of my career but more recently within health tech startups.

I've found that Healthcare Customer Success has some unique nuances as compared to other industries - even the name "customer" success in the context of healthcare doesn't exactly feel right to me...

I'm interested to hear from others in this community on their experience in Healthcare CS - especially those who came into a healthcare CS team from another industry. What has been your experience? What's different when it comes to healthcare customer success as opposed to other CS industries?

Cheers!
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  • Amber Monroe
    Amber Monroe Member Posts: 15 Thought Leader
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    edited January 2021
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    Hi Steve, 

    I am in Healthcare IT, but have only known healthcare for the past decade. I certainly believe that the customer success journey has some similarities and differences than in other industries. Would love to connect and chat more. I have added you on Linkedin. It is always nice to have a fellow network of friends in the same industry!
  • Steve Anderson
    Steve Anderson Member Posts: 3 Navigator
    edited January 2021
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    Hey Amber! 

    Thanks for the note and the connection. I'd love to chat more about your experience in Healthcare IT. I agree that there are many parallels with other industries within CS - along with many differences! I'm keen to put together a list of valuable lessons learned from leaders like yourself in health tech CS for those newer to the industry. 

    I look forward to connecting further on LinkedIn!

    Cheers,
    Steve
  • Agustin Segalini
    Agustin Segalini Member Posts: 3 Navigator
    edited March 2022
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    Hi! I am also working in a healthcare IT startup. I am a family phycisian and a health informatics specialist but right now I am working on building a Customer Success department. I would lov to chat with both of you.
  • Emily Caccamo
    Emily Caccamo Member Posts: 6 Seeker
    edited March 2022
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    Hi Steve, 

    Yes! I am a Sr. Manager of Account Management (a team of 6 Customer Success Managers) at a healthcare IT company that specializes in software for inpatient pharmacy in hospitals. It is very niche. It is a company called Kit Check, and we have gone from startup to now a high growth company, having just launched our 3rd product. Happy to connect on LinkedIn and chat through the industry and how we approach it. My linkedin: https://www.linkedin.com/in/emilycaccamo/

    Best,
    Emily
  • Colleen Crosby
    Colleen Crosby Member Posts: 1 Navigator
    edited March 2022
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    Hi everyone!

    I'm building Customer Success at a MedTech start-up. I have experience at Fortune 200 company as well. 

    Is there a group or forum here that's health care focused? Would be great to have a consolidated resource. Happy to connect on LinkedIn as well: www.linkedin.com/in/colleencrosbypetrosky

    Colleen
  • Agustin Segalini
    Agustin Segalini Member Posts: 3 Navigator
    edited March 2022
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    Hi Colleen, that´s a great idea.
    I will connect all of you through LinkedIn.

    Cheers!

    Agustin
  • Natalia Gibbs
    Natalia Gibbs Member Posts: 1 Navigator
    edited March 2022
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    I love how everyone has been interacting with this post.

    I have a background in healthcare and looking to transition into CS. I would love to transition into health tech because because I am passionate about this type of work. It is something I very much enjoy doing and the skills and qualities I possess will mean I can add value to a #healthtech organization. https://www.linkedin.com/in/nataliapgibbs 

  • Amber Monroe
    Amber Monroe Member Posts: 15 Thought Leader
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    edited March 2022
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    Hi All, 

    Steve is awesome and he started a Slack channel for this niche market last year.

    Feel free to join us at https://join.slack.com/t/healthtechcs/shared_invite/zt-n2sl7epd-76UpCBAKdWN_qO3wP00kpQ so we can connect on all things CS related to our industry. 

  • William Robarge
    William Robarge Member Posts: 2 Navigator
    edited March 2022
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    Good Morning!

    I am a new CSM in the Healthcare IT space. It would be awesome to connect with others in this space or maybe join a group chat. 

    William Robarge | LinkedIn
  • Rob Kagan
    Rob Kagan Member Posts: 12 Contributor
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    edited March 2022
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    Hi

    Love to connect to like-minded people. I was an EMT for 16 years among other things. I am now a Sr. CSM for a native salesforce app (Youreka.io) where we help collect data for healthcare companies to digest and analyze.  For example, all the numbers coming out of the UK about covid, trends, infection rates....all come from our forms. They are also used in the healthcare landscape to inspect hospital equipment and health insurance forms. 

    Have a good day and keep fighting the good fight (better health outcomes for all),

    Rob
  • Bentley Davis
    Bentley Davis Member Posts: 4 Navigator
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    edited March 2022
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    I am also a CS professional in the healthcare space.  Currently I work primarily with hospitals with their quality metrics.  My experiences are varied -- a lot of history in healthcare and a lot of history with tech.  So, CS with healthcare made perfect sense for me.  But I agree that while there are similarities to CS as a whole, the client is unique.  

    I, too, would love to connect with others.  My LinkedIn is https://www.linkedin.com/in/bentleydavis/

  • Amandeep B
    Amandeep B Member Posts: 6 Seeker
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    edited March 2022
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    Not in the Healthcare space but interested. I will be adding you and others, that shared their info. here, on LI to learn further.
  • Diana Pavic
    Diana Pavic Member Posts: 1 Navigator
    edited March 2022
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    Hi everyone 
    Nice to be here, I am a new member.
    My name is Diana and I have a background in mental health. I am also in the process of transitioning into Customer Success in the healthcare space.
    I have a lot of transferable skills as I worked as a social worker for years.
    Can anyone point me in the right direction regarding the IT healthcare companies that employ worldwide? 

    I would also like to connect with everyone on LinkedIn http://linkedin.com/in/dianapavic
  • Steve Anderson
    Steve Anderson Member Posts: 3 Navigator
    edited March 2022
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    Hey everyone! So glad to see this thread get some recent traction! 


    As Amber mentioned, we've put together a small Slack channel to discuss all things HealthTech CS-related and just generally connect. Feel free to join our community using this link: https://join.slack.com/t/healthtechcs/shared_invite/zt-n2sl7epd-76UpCBAKdWN_qO3wP00kpQ

    Also always down to connect on LinkedIn and have a chat with folks as schedules allow! 

    Cheers,
    Steve

  • Guy Galon
    Guy Galon Member Posts: 26 Expert
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    edited March 2022
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    Hi there - Very much interested to hear your thoughts and insights on unique characteristics of CS in the healthcare industry . Moreover, I  would like to write  a post or an article about it on LinkedIn and looking to partner with one or more of the professionals in this  thread.  Fell free to contact me and.or connect with me on LinkedIn.

    https://www.linkedin.com/in/guy-galon-b1a80/
  • Yohan Ko
    Yohan Ko Member Posts: 1 Navigator
    edited March 2022
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    Just the thread I was looking for! I am a healthcare professional with 4 years of clinical experience looking to transition into CSM.  While taking some classes on CSM, I was struck by the similarities between a CSM and a clinician in terms of the role you play in helping your clients reach their goals.

    Would love to connect with y'all and talk shop!

  • Jeff Heckler
    Jeff Heckler Member, CS Leader Posts: 80 Expert
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    edited March 2022
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    Before I got into CS in 2011, I was the Dir of BI for Stanford Hospital and Clinics, as well as worked on Healthcare and HealthTech initiatives for Accenture.
    You are absolutely correct, @Yohan Ko, there are many parallels and overlaps between the clinician's work and the world of Customer Success.
    Additionally, I constantly push that "CS isn't just for SaaS anymore!"
    I'm interested to discuss, please send me a message and we can connect directly: jeffreymheckler@gmail.com
    Thank you!

  • Brittney Wilson
    Brittney Wilson Member Posts: 2 Navigator
    edited March 2022
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    I'm an informatics nurse and build the communities for HealthStream. :) Would love to connect https://linkedin.com/in/brittneywilson
  • Jeff Heckler
    Jeff Heckler Member, CS Leader Posts: 80 Expert
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    edited March 2022
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    Two of my LinkedIn posts this week contain HealthTech related comments from Healthcare professionals.
    You can see the input and individuals via the links, below, @Brittney Wilson


    https://www.linkedin.com/posts/jeffheckler_customersuccess-surveys-metrics-activity-6911624721277022208-xV7E?utm_source=linkedin_share&utm_medium=member_desktop_web

    https://www.linkedin.com/posts/jeffheckler_customersuccess-community-leadership-activity-6912351699118501888-lJ0K?utm_source=linkedin_share&utm_medium=member_desktop_web

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