PatientPop Customer Success Managers (CSMs) have a pivotal role in the success of our business as well as in our customer’s businesses (healthcare practices). In the past, we’ve written about the life of a Customer Success Manager, and now we are providing further insight into what the role is truly like from one of our best!
Chantelle Phillips graduated from California Lutheran University and earned a master’s of business administration from the University of Phoenix. Chantelle is someone who embodies one of our core values: win customer love. She always puts her customers first and loves helping them to succeed on the PatientPop platform. Chantelle also plays a huge role in our company’s volunteer efforts by spearheading an annual fundraiser that raises money and collects gently used clothing for local charities.
We asked Chantelle about what it’s like to work as a PatientPop Customer Success Manager. Read on to learn about her typical workday, her favorite PatientPop perks, and advice for anyone looking to join the team.
What do you do at PatientPop?
I work directly with customers to ensure they are successful with our product. This includes teaching them how to best utilize the practice growth platform, strategizing ways to achieve better results, and problem-solving when necessary.
Customer Success Managers are relationship-builders, really. We take the time to get to know our customers and understand their individual goals. That’s the most important part of what I do.
What does a typical day look like for you?
I spend much of my day talking with customers on the phone. Our conversations range from simple check-ins to in-depth performance reviews. In the latter, I’ll review their metrics and advise how to take full advantage of the PatientPop platform (and sometimes, our services) to get their desired results.
Internally, we’re always collaborating within our team and across the organization to discuss how we can continue to innovate and improve the customer experience.
What made you decide to join the PatientPop team?
I worked for various marketing companies throughout college and then worked as a compliance specialist at a sales company.
I learned about PatientPop from a friend. After hearing her experiences and meeting the team, I knew I wanted to join the company. The energy was great in the office, and I could tell the PatientPop culture was something I wanted to be a part of.
What are you up to when you’re not at work?
When I am not at work, I am writing my fashion blog (which will launch soon!), enjoying the beach, hiking, and spending time with friends and family. I love checking out all of LA’s trendy coffee shops and exploring the city.
What's your favorite thing about working at PatientPop?
The people. Even during my interview process, I met such kind, personable, and smart individuals. I didn’t expect to find a company with such an amazing group of people, so when I did, I knew I had to work here. That sentiment hasn’t changed since. I love being able to work with such a talented team of people who support and help each other to be successful.
Who inspires you and why?
My dad is my inspiration and a big reason I was drawn to PatientPop. Both of my parents are doctors and work so hard to provide top quality care to their patients. I love that I can make an impact in the medical industry by helping healthcare providers like them to be successful.
Tell us about a time you saw your work making an impact.
I once had a customer who did not fully understand how to best utilize the PatientPop platform to achieve their goals. They were unhappy and wanted to cancel their contract. I took the time to walk them through their dashboard so they could see their performance, which was excellent. I also thoroughly explained the service packages we offer so they understood how those could help improve their performance even more.
The customer was so appreciative of the time I took to talk with them and really diagnose the deeper issue. The customer is still with us today. Interactions like this make my job so worthwhile. It’s rewarding to give back to healthcare professionals and have an impact on the quality of care they provide to their patients.
What's your favorite PatientPop perk?
There are many, so it’s hard to choose! The dog-friendly offices, catered lunches, unlimited snacks, the ability to work almost wherever you like — at your desk, on a couch, outside on a balcony, and even sometimes from home. I also enjoy the casual dress because being able to come to work in a comfortable environment allows me to focus on the work itself.
Most of all, I enjoy that PatientPop allows me to host an annual fundraiser in the office that benefits those in need. It’s a fundraiser that I’m really passionate about and it’s important to me that my company and colleagues support and take part in that mission!
Any advice for someone interested in being a Customer Success Manager?
PatientPop is a fantastic place to grow your career. PatientPop CSMs are positive, great relationship builders, and are always hungry to improve professionally. We make great listeners, put our customers first, and use excellent time-management skills to ensure that our accounts are always taken care of. Most of all, PatientPop CSMs have a deep passion for people and helping them to be successful.