For August, we are excited to announce that Andie Buchanan, Customer Success Manager, from the Customer Success Team has been nominated for the Employee Values Spotlight for embodying our shared company values.
If you work with Andie, you already know she lives our Protenus values every day. Andie builds strong trusting relationships with her customers and her teammates through her endless support and empathy while also holding herself and others accountable for providing the high-quality customer experience Protenus is known for. Andie doesn’t shy away from having direct and difficult conversations when needed, which is a very important skill as a Customer Success Manager. Thank you, Andie for setting the example that living our Protenus values isn't always the easy way, but the right way in the end.
Q&A with Andie
What’s your role at Protenus, and what do you do?
I am a Customer Success Manager, so my role is making sure my clients have everything they need to succeed, understand where they stand with their performance, and provide guidance on ways to improve. In addition to training and configurations, I make sure they’re connected to the best resources and people to assist them in whatever stage of their Protenus journey they’re in. Being a CSM requires wearing a lot of different hats and working cross functionally with every single department - which I absolutely love.
What do Protenus’ values mean to you?
Protenus’ values are guiding principles I can look to to guide me whether I’m working with internal or external teams.
Be Human reminds me to hold space for others beyond just our work purpose. I never want to forget we all have personal lives and you never know what is going on, so it’s important to lead with kindness and assume positive intent.
Build Trust speaks to my sense of responsibility to my clients and colleagues. I make sure to follow through on my commitments so people know they can trust me.
Live [Em]Powered guides me to build others up and always share my knowledge to assist others. It also reminds me I can lean on my colleagues for support and help when I need it.
Onward Together is a powerful phrase for reminding me to always be a partner and keep sight of our mutual purpose.
How is it working with our customers on a daily basis?
Working closely with our customers comes with ample challenges and rewards. There are always new problems to solve due to the uniqueness of each clients’ data, workflows, and policies so I’m constantly on my toes having to get creative and collaborate with other departments to find solutions. Coming up with those solutions and exceeding client expectations whenever possible is extremely rewarding. In addition to problem solving, seeing my clients succeed with Protenus and find ever-increasing efficiency in their work brings me a lot of joy and fulfillment in my role.
How has working at Protenus impacted your career?
Working at Protenus has improved my Customer Success skills immensely. Partially this is due to the encouragement received to become a certified CSM, but it’s also in the mentorship I’ve received from Customer Experience leadership at Protenus. I feel like I’ve significantly leveled up in my ability to handle challenging conversations and solve complex problems because I’ve been empowered to do so.
What has surprised you the most about working at Protenus?
I’ve been surprised by the level of executive involvement and engagement at the account level, which has given me the opportunity to learn from our incredible leadership team. I love the experience this provides for our clients as well! The transparency from the executive leadership is also very refreshing– they truly live the value of Build Trust through open sharing of information and addressing tough issues or questions head on.
