In September, our fully remote Customer Success team had the opportunity to come together in Dallas for an inspiring team offsite. While we may work from different corners of the country, these periodic in-person meetings allow us to focus on strategy, operational excellence, and, of course, build deeper connections as a team. Here’s a behind-the-scenes look at what makes these gatherings so valuable for our work—and for our members.
What Does the Customer Success Team Do?
Our Customer Success team is a powerhouse of expertise, made up of professionals with decades of experience across various segments of healthcare. From startups to top health systems, and even major EMR vendors, the depth and breadth of knowledge within our team allows us to provide unparalleled support to our members. But our roles go beyond typical customer support—we’re partners, advisors, and collaborators in your health system’s digital health journey.
The Customer Success Journey
When you become a Panda Health member, you’re paired with both a Director of Customer Success and a Digital Health Advisor. The Director is your go-to strategist, helping you navigate the complexities of digital health by identifying your health system’s priorities and guiding you to maximize the value of your membership. They act as a sherpa, ensuring you don’t just survive the digital health landscape but thrive in it.
Your Digital Health Advisor, on the other hand, is your tactical partner, working alongside your team to execute on those priorities. Whether it’s helping you evaluate potential vendors or implementing best practices for your digital transformation, they bring a wealth of industry insights to the table.
What Was the Focus of Our Dallas Offsite?
This offsite wasn’t just about strategy—it was about truly understanding how we can continue to deliver value to our health system members. Beyond the delicious donuts and tacos that Dallas has to offer, we focused on optimizing the customer onboarding experience. Our goal? To ensure that from day one, members are empowered to tap into Panda Health’s full suite of tools and services.
We also spent time exploring ways to deepen the connections between member health systems. We believe that peer-to-peer learning is one of the most powerful ways to foster growth and innovation, and we’re continually looking for ways to facilitate that exchange of knowledge among our community.
Why This Matters to Our Members
At Panda Health, we know that navigating the digital health landscape can be daunting, but with the right support system in place, the journey becomes much easier. The time we spend as a team strategizing and collaborating ensures that every health system we work with receives a customized, high-touch experience. And as we continue to build on our learnings from the Dallas offsite, we look forward to deepening our partnerships with members even further.
Looking Ahead
As we gear up for the final stretch of 2024, our team is more aligned and energized than ever. We’re excited to continue working with our health system members, helping them achieve their digital health goals, and building meaningful, lasting partnerships. Stay tuned for more updates as we continue to innovate and improve the way we serve our members.
