Meet the employee: Laurie Normandin

Laurie Normandin, Customer Success Manager

“The goal, for me, is to continue to present positive results reports to our customers, because it's thanks to satisfactory results that we'll be able to expand further and spread the word about cognitive-behavioral therapy for insomnia to as many people as possible.”

Expert

Laurie is currently customer success manager. She joined HALEO just over 6 years ago as a sleep care coordinator. Her talents in the field were quickly recognized, and she rose through the ranks to become operations supervisor before reaching her present position. She is therefore highly qualified to deal with customer success, having developed in this field throughout her time with the company.

A musician at heart

She didn't start her professional life in customer success, however. Laurie was originally a musician, having studied sound engineering at Musitechnic as well as having followed a course in professional storytelling, two occupations she still holds dear to her heart. It was this desire to help people with her voice and words that led her to the field of mental health, and thus to HALEO. For her, using her talents for the common good has always been a priority.

Customer focus

Laurie's position as customer success manager means that she pays a particular attention to customers. More specifically, she looks after HALEO's corporate customers and partners. Her role is to maintain a good relationship with customers, ensure contract renewals and help them with their business, among other things. Her previous roles in the company mean that she understands very well even to this day the customers, where they come from and what they need to ensure the best possible relationship with HALEO.

Collaborative

By taking in charge the customers and the contacts with certain partner clinics, Laurie has helped create a real network of people, companies and establishments who care about the mental health of their employees and customers. It's this aspect that makes HALEO such a recognized player in the field today: clinics can refer their patients to HALEO whenever it is required. None of this would be possible without the strong relationships Laurie nurtures. Helping people do their best requires real teamwork.

Achievements at a glance

• Maintains relationships with customers and partners.

• Optimization of various internal and communication processes.

• Recruitment of agents and therapists.

• Training agents and therapists on the Salesforce platform.

• Conducted live sessions (webinars).