Employee Spotlight: Nicole Buenrostro, Sr. Manager of Customer Success

How long have you been with Membersy? How has the company changed since you’ve been here? 

A: I have been working for over 13 years in this field since coming over from an acquisition in 2021. The changes have been nothing short of amazing. Speaking for our team and how we support our partners and office locations, we truly value the attention to the details that we provide to our customers. 

Can you tell us a little bit more about your journey at Membersy?

A: I am an avid learner and always look to those who inspire me to be the best I can be and provide the highest level of service to our partners. My journey has been one of growth and learning many new things. I start every day with a smile and I sign out every day with a sense of accomplishment, and of course a smile. 

What does your typical day look like? 

A: The beginning of each day is reviewing office metrics to be prepared as I reach out to offices daily. Every day is nonstop; I make the most out of every minute of the day. Our offices value our calls and expect us to be prepared and provide meaningful information. When implementing a new group, there are so many activities associated with the rollout to ensure a successful launch of our plan.

What is your favorite part about working for Membersy? 

A: I am a true believer in membership plans and work with the most amazing people. 

How do you foster strong partnerships both internally and externally to drive mutual success?

A: Accountability is key in making sure that I stand by my commitments both internally and externally. Being accountable to my team, to Membersy, to our partners, and to the provider locations is something I hold deeply in my core. 

Adapting to clients' evolving needs is crucial. How do you stay attuned to these changes and adjust your strategies accordingly to deliver tailored solutions?

A: Something that sets Membersy's Customer Success apart from anyone in the industry is our ability to reach each partner uniquely to deliver best-in-class service. We understand every partner has unique nuances and we embrace those as we continue to look for ways to enhance our relationships with our partners. Whether it is reaching out on behalf of the DSO to support a strategy as it relates to the membership plan or re-engaging an underperforming region, we truly understand what drives each of our partners' goals for their membership plan.

How do you encourage your team to seek out opportunities for innovation and refinement within client relationships?

A: We are a very close team and we communicate daily. Our department shares best practices to ensure all team members and DSO partners are successful. Every day we look for opportunities to demonstrate value to our partners and their locations by providing meaningful information with every interaction. 

Could you discuss how you leverage data to identify trends, opportunities, and areas for improvement in client partnerships?

A: We take the information and use it to reach out and educate the offices that we work with and identify opportunities to better assist the offices. We work with offices to draw attention to the retention rates and how to use the plan to grow their patient base. The data also allows us to identify when office enrollments have dropped so we can work together to get the office back on track. 

Maintaining a work-life balance can be challenging, especially in a role that demands a lot of engagement. How do you manage your time to ensure both personal and professional well-being?

A: I focus 100% of my time on my job while I am working. I am extremely dedicated to my career and want to succeed in everything I do. When I am not working, I give 100% of my time and my focus to my family, whom I cherish. 

What is something that’s on your bucket list?