Meet Amelia, the Driving Force Behind Customer Success at Healthy Roster

Since January 2019, we’ve doubled the number of athletic trainers using Healthy Roster. To ensure this rapid growth doesn’t affect our ability to listen to our customers, we’ve promoted Amelia Boyer to Director of Customer Success. Amelia was one of the first employees at Healthy Roster and has played an instrumental role in growing our company, so we sat down with her to learn more about her goals for the position and how she plans to be an advocate for every Healthy Roster user.

How’d you get your start at Healthy Roster, and how have your previous experiences here prepared you for your new role?

I got my start at Healthy Roster a little over three years ago as our first account executive. I have never been your average sales person; a big component for me was the customer and their happiness with what Healthy Roster had to offer. I always found myself advocating for what was best for our customers instead of closing a deal. Because I have that mindset it was an easy transition for me to make to customer success. I love building relationships with our customers and learning how we can work together to build a better partnership.

What is Customer Success? How does it differ from or incorporate customer support?

I look at customer success as the voice of the customers. It focuses on relationship management to align Healthy Roster’s goals with our clients goals. Customer support is here to help with immediate questions or issues; customer success focuses on long term goals and building a product that our organizations will want to use for years to come.

What should customers expect from Healthy Roster’s Customer Success team in 2020?

We will be improving our training for all users with monthly feature refreshers. We have also created an AT advisory board of athletic trainers who use Healthy Roster. This is only the beginning of things to come!

How are you making sure our customers’ voices are heard?

We continue to strive to listen to our customers. Healthy Roster has done an amazing job with concentrating on what's most important to you so far. Now we have the opportunity to listen even more. We have a dedicated email, support@healthyroster.com that can be contacted anytime a user has ideas or input they would like to give. We will also be sending out surveys to ask for more specific feedback.

Lastly, over the past year we have added several certified athletic trainers as full time members of our team! Our on-staff athletic trainers have helped guide our product development, marketing and customer success efforts, providing invaluable real-world AT insight.

Can you give us any sneak peeks into what’s coming this year?

One of my first initiatives this year is creating a brand new Onboarding Kit that will help every new provider user in our system get up and running as quickly as possible. On the product side, our software developers are working hard building new features that our current customers have requested, including more customizable background questions and adding Chat to the web platform!

Finally, what excites you most about Customer Success at Healthy Roster?

I'm looking forward to building out this department. This will require me to push to improve myself so I can help Healthy Roster drive success for our customers. It’s great that our company is committed to adding a department that is devoted purely to the success of our clients! Our customers are our most important assets and we want to be sure we remain focused on their needs.