At Padoa, we strive to provide Occupational Health and Safety Departments with a successful customer experience. We are committed to providing local, high-quality customer support, both during deployment and over the long term.

Pauline de Cardes-Wertheimer, Customer Support Manager at Padoa, agreed to answer our questions and tell you how her team supports SPSTs on a daily basis.

The missions of Customer Support Managers

My role at Padoa is twofold: I provide support to both customers and my internal team. On the customer side, my role is to ensure that they are on board with product developments so that we can work with them to implement a strategy tailored to their needs. Internally, I have to ensure smooth coordination within my team. I am also responsible for maintaining good group dynamics and monitoring each customer individually. It is important to honour our commitments to our customers, both in terms of deadlines and the quality of the follow-up.

I also work on cross-functional topics, so I need to have a good understanding of the various roles within Padoa in order to provide the best possible support to customers and my teams.

The role of Project Manager

The project manager takes over from the deployment teams to maintain a lasting relationship of trust with customers and ensure that all updates, improvements and new features are implemented.

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For me, a project manager must above all have very good judgement and be able to identify and manage priorities. They perform a very operational role in supporting their customers. In particular, they must ensure that the solution is used correctly while having a good understanding of their customers' needs. It is therefore essential to be a good listener and to be available. In addition, project managers must also be able to bring people together and provide high-quality service in order to maintain good long-term relationships with their customers. 

The Team's Challenges

First, there's knowledge of all the professions involved in the software. Indeed, we need to be familiar with the medical aspects as well as member management and prevention. To ensure project managers receive the best possible training on the software's various features, internal meetings are held every week.

We also need to identify and prioritise all requests from customers who are very dynamic, who have many ideas and projects, but for whom we cannot always respond instantly positively. Indeed, we take into account all our customers' requests, and we must treat them in order of priority in order to properly adhere to our roadmap.