July 12, 2019

Employee Spotlight: Kristin Latter, Customer Success Manager

Kira Caban

Our mission at Protenus is to advance the science of healthcare by bringing together creative and skilled individuals who are passionate about the security, usability, and applicability of health data. As this information becomes more voluminous, comprehensive, and, as a consequence, more vulnerable, we are building scalable, insightful solutions that address critical issues preventing the efficient, safe, and effective delivery of patient care.

Our team is comprised of a diverse group of people who come together to achieve this shared mission. To give a glimpse into our culture and highlight the diversity of our team, we’ve asked Kristin Latter, Customer Success Manager, to share more about her experience working at Protenus.

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What’s your role at Protenus, and what do you do?

As a Customer Success Manager, my job is to ensure our customers have the best possible experience using our platform. This includes on-boarding new customers, soliciting product feedback and answering questions about the data feeds that are integrated with the Protenus platform. It also requires explaining how our artificial intelligence promotes cases for review and ensuring end-users know how to efficiently navigate through the platform. 

I like to joke that my role is similar to a traffic cop. I manage and nurture the relationships of Protenus customers who use our platform on a daily basis; that means gathering their feedback and requests, directing it to the correct Protenus team member, and then reporting back to the customer with our findings. 

At Protenus, our customers are our number one priority so it’s exciting to be in a role where I am able to interact directly with both the product and the customer in order to ensure their experience with all aspects of Protenus are successful.

What did you do before coming to Protenus?

Before Protenus, I worked at OrderUp, a Baltimore on-demand food delivery startup that Groupon eventually acquired. I started as an Operations Manager where I onboarded the contractor workforce and restaurant partners to optimize delivery operations in Baltimore. I was then promoted to be the primary liaison to our franchise markets to enhance their operations, marketing, and sales efforts. I was responsible for maintaining great relationships with our vendors to gather their feedback and produce results to make their lives easier. I value the relationships I made at OrderUp and am thankful for the lessons and knowledge I’ve learned along the way.

What initially attracted you to Protenus?

Without a doubt, it was the product. I truly think that when you believe in the company you are working for, it will show up in your work every single day. When I came across the opportunity to work at Protenus where I would be able to see the differences our team was making in both privacy and drug diversion, I knew it was a chance to be part of something special.

What’s your favorite part of your job?

Our customers. I’m an extrovert, so having the opportunity to regularly check in with them (some customers as frequently as every week), hear about their day and discuss their current challenges is rewarding for me. Being able to effect change in their day-to-day operations and build real relationships with them is exciting and validates the move I made to Protenus. I’m exactly where I should be.

What’s the most important thing you’ve learned since starting at Protenus?

I’ve learned a tremendous amount about the healthcare industry and still have so much more to learn. My previous background was in a different field so when I took the position with Protenus I knew I’d have to dive head-first into learning everything I could. Luckily, I have a great team of super knowledgeable people around me who are always equipping me to better understand then evolution occurring within the industry. When I think about my future with Protenus, I am excited and eager to become an authority on the topic of healthcare compliance analytics.

How has working at Protenus impacted your career?

Protenus has given me stability with a new, welcoming team of co-workers. I’ve spent time at a couple start-ups trying to find the right fit and I believe Protenus is the perfect new home for me. The company has a great balance of proven success and constant growth. It has a clear path of where it’s headed while still maintaining that high-energy startup spirit where any individual can make a real difference and thrive.

What has surprised you the most about working at Protenus?

During the interview process, it’s hard to grasp everything about the company before arriving on your first day. If I had to narrow it down to one thing, it would be how mature Protenus is as a company. The amount of internal documentation and processes that were already created, the understanding of what each team member is responsible for, the meeting cadence that improves productivity, and the company’s overall vision guarantees that everyone knows what we are working toward as one big team. All of these systems really guide us as a team and ensures we are all working towards the same end goal.

In 10 words or less, how would you describe the culture at Protenus?

Collaborative environment, fresh new office, and great work/life balance.

We are growing! View our Careers page, if you’d like to see current job opportunities at Protenus.

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