Customer Success Interview With Jamie Swensgard

Question 1 - What does the role entail in terms of day to day activities?

Jamie - After I am assigned a patient, I need to call the patient and set up a time for training.  Expediency is most important, as the patient needs to start using the home unit a.s.a.p..  

I then travel to the patient's home to do training.  I will often counsel the patient on their disease process, help them understand the urgency of using the unit and then train them or their caregiver on how to properly use the unit and conduct Lymph therapy.  

Question 2 - Why is this particular role important to the overall health and success of the business?

Jamie - This is the final step in the marketing and sales role for the medical device company I work for.  The patient is the customer and his/her use and success of use with the unit will provide good feedback to the doctors and therapists that prescribe the unit.  If the patient feels intimidated, overwhelmed or unsatisfied with the outcome the prescriber will not continue to use our products. I am the last impression many of our patients/clients have of our company. 

Question 3 - What are the hardest parts about the role?

Jamie - If I have to travel to very remote places for a long distance.  Many times the emotional toll the patient has been through refects in their willingness to use the unit or they are undereducated regarding the disease and I often am the one that has the responsibility of explaining the outcome. 

Question 4 - How much social interaction is involved in this role?

Jamie - 100% with the end user.

Question 5 - What kind of hard skills are necessary or useful for this role?

Jamie -  Medical knowledge, understanding how to read and disseminate medical white papers and citations.  10 plus years in medical sales. 

Question 6 - What are the most rewarding parts about the role?

Jamie - When a patient feels confident in using the unit and looks forward to a positive outcome.  I often have patients contact me or our company thanking me for my style of instruction and understanding. 

Question 7 - Is there anything cool or interesting about this role that most people don’t know?

Jamie - All the interesting people I get to meet. 

Question 8 - Are there any negative stereotypes or misconceptions people have about this role that you think are untrue?

Jamie -  That this is a typical hard sell medical sales job, much like a pharmaceutical salesperson would do.  My role is not intrusive, demanding or forced upon the client.

Question 9 - What does it take to be successful in this role? 

Jamie - Being on time, keeping set appointments, precision on paperwork and following federal medical standards.   Willingness to take time with each patient, meet their needs and limitations and remain positive when dealing with negative attitudes or expectations.

Question 10 - Why is this role important to the business economy as a whole?

Jamie - As stated above, my role is the last impression that the client has regarding the company.  The success of using the unit, the emotional reaction the patient will have and the final outcome of therapy will all be reported to the prescribing doctor/therapist.  If the patient has a negative outcome the prescriber will no longer prescribe our units.