According to Cedars-Sinai, “[Ageism] can contribute to cognitive decline, more hospital stays, disability, worse health and quality […]
At CareAcademy, our team members are passionate about making a difference in the lives of caregivers and healthcare professionals. This month, we’re thrilled to shine a spotlight on Kathy Ferguson, a Customer Success Manager (CSM), whose dedication to advocating for customers and helping them succeed is a core part of our mission. With a strong background in healthcare and a deep commitment to education, Kathy brings a unique perspective to her role and ensures that our customers receive the best possible experience.
Q: What inspired you to join the team here?
Kathy: I got really excited about CareAcademy’s work to provide leading education that centers around caregivers and makes for a better healthcare ecosystem. Prior to joining CareAcademy I worked in health equity research at a hospital, as well as non-profits with a variety of social justice initiatives. I feel lucky to be able to grow a career while working in health technology and education. Growing up with two parents who were public school teachers also taught me to value lifelong learning.
Q: What's something you're proud to have worked on?
Kathy: I'm proud of my current role advocating for customers to make their lives easier! I most enjoy an in-depth conversation that helps me understand the needs, pains and dream scenarios for the people and organizations that use our platform every day. I pride myself on being thorough and persistent in communicating the voice of the customer to the broader CareAcademy team.
Q: What does a day in the life of a Customer Success Manager look like?
Kathy: Some days are busier than others, especially when managing a large number of accounts. I stay organized by timeblocking my tasks and making sure to prioritize important messages that need quick attention. I regularly meet with some of our customers to ensure we’re aligned and addressing their needs. I might be talking with content and onboarding teams about the best curriculum set-up for a franchise using us in a unique way, with compliance teams about a customer question for expanding to a new program, or with product and engineering teams as key product needs surface. An ideal day always has time for uncovering growth potential and getting people to think about how we can be of value to their business more than we already are.
Q: What do you enjoy doing outside of work?
Kathy: I love to learn new things even if I’m not amazing at them - currently it’s surfing and guitar. I’m active and love to work out and hike (picture is from hiking on a glacier), having been a personal trainer in a past life. I also love to dance and to let my stage presence outshine my poor singing voice at karaoke.
Q: What’s a fun fact about you?
Kathy: I always rely on the fact that I can tap dance and play the clarinet at the same time.
Q: What is the CareAcademy value that most resonates with you?
Kathy: Definitely authentic. Not only as a CSM but also as a coworker, I think I have to be honest and sincere with people to build trust, and feel true to myself.
Stay tuned for more spotlights on our amazing team and check out our careers page - we’re hiring!