The best technology offering in the world will inevitably fall short if there isn’t a true partnership between the vendor and the customer. That’s why Socially Determined has one of the most uniquely active customer success teams in healthcare. Our approach has been an integral part of our growth as we continue to reshape how people understand and address social determinants of health.
Today, we sat down with our senior vice president of Customer Success, Leah Broder, MPH to shine a light on the CS team’s dedication to the art and science of their work.
What’s the origin of Socially Determined’s unique level of service as a customer success team?
The time and dedication from our CS team is, I think, rooted in the mission-driven nature of our organization. Company-wide, there’s a passion behind what we do and how we do it, and it really informs how the customer success team dedicates itself to making sure our customers can execute on what our insights reveal and feel the impact of our data for the people they’re serving.
That’s the basis of our approach. We’re very collaborative and strategic, which starts with customer success participation in prospective customer conversations. We partner with sales to identify high priority use cases ahead of contract signature. Once a contract is signed, we’re not just “implementation and done,” letting our customers do things on their own without a thought partner. We already have a foundation of trust, which allows our customers to focus on the execution of data integration across use cases. We have a deep appreciation of our customer goals out the gate and continue to build on this foundation of trust over time.
From a tactical perspective, our customer success team educates customers on our data, methodology and SocialScape platform navigation. The team also plays an important role in connecting the dots between any ecosystem of partners that our customers may be working with to transform insights to action.
Are customers surprised at the level of ongoing, hands-on support they receive from you and the Socially Determined team?
Our customers frequently say that we do not have a “take it and run” model. They are deeply appreciative of our collaboration and often note it as a differentiator.
We are seen as a trusted part of their team, brought in to provide input for strategy and roadmap conversations, making sure they fully utilize social risk insights across their initiatives. Our longstanding history of multiyear engagements, many of which started with Socially Determined’s inception, speaks for itself. And our organizational commitment is truly an organizational commitment. When the conversation calls for it, members of our data science team, our product team, engineering, and security team will join in to support customer needs.
This all-encompassing approach is part of the value we offer at Socially Determined. It makes mission and business sense. We’re at the cutting edge of social determinants of health data. We’re the experts, and if our customers can do more with that expertise, then it helps change healthcare for the better.
Have conversations with customers ever revealed new use-cases for our platform and data that you’ve since shared with other groups?
The short answer is a very enthusiastic, “Yes!” We learn from our customers every day. Working across customers and healthcare market segments provides a unique perspective. Part of the customer success team’s responsibility is ongoing use case documentation so that we can track initiatives over time, analyze trends across populations, and share insights that drive action. This dedication and curiosity allow the team to recognize patterns across customers that wouldn’t be obvious in a vacuum.
We say it often, but clinical insights only scratch the surface. It is our strong belief that social risk data tells an untold story. The work that our customers undertake, and the ultimate outcomes their effort reveals are powerful. While each customer has unique aspects of their journey, there are constant through-lines. Our customers are dedicated to improving health outcomes and reducing preventable costs of care. Understanding real-world examples is crucial for closing unnecessary gaps across the healthcare ecosystem.
Leah, thank you so much for joining us today.
For anyone who’d like to learn more about Socially Determined’s SocialScape® platform, (or to learn firsthand what it’s like to work with our incredible CS team!) reach out today.