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Behind the Scenes: Q&A with Ambra Health VP of Customer Success, Chantel Hopper

A recent interview between Rebecca Schankerman, Ambra Health Field Marketing Coordinator, and Chantel Hopper, Ambra Health VP of Customer Success, about how she builds community and engagement with our customers, what a typical day looks like, and how she spends her time outside of work.

Rebecca: Can you talk about your past experiences and what led you to Ambra? 

Chantel: I actually started my career in the theatre industry, as I had always had a passion for performing and the arts. In my first role at a Theatrical General Management company, we negotiated contracts, managed the budget for productions– pretty much ran all behind the scenes operations to make a broadway show happen. After a couple of years in that role, I wanted to expand my impact on the entertainment industry and decided to go to business school. I went to Harvard Business School and graduated in 2015. The role that I took immediately following business school was at a startup technology company in the media and entertainment space. While I joined the company for its potential impact on media and entertainment, what I ended up falling in love with was the technology aspect of the company. I enjoyed building and scaling both a team and a product that continued to evolve while consistently impacting its market. After a few years, I started looking for another technology company where I might be able to have an even more dramatic impact on a customer base. I had never worked in healthcare previously, but thought I could take my SaaS experience and apply that to a company in the healthcare realm. I had heard about Ambra Health from a friend of mine, and after learning a bit more about the company I knew it would be a perfect match. 

Rebecca: What does a typical day in the life of Chantel Hopper look like?

Chantel: I think the typical structure of my day is a direct result of how cross functional my role is– this is part of the reason why I love my role so much! On a given day, I am not only talking to people within various departments of Ambra Health – i.e, Marketing, Services, Sales, Finance, Product, etc., but I also stay heavily involved on the customer side of things, talking frequently with customers of all sizes and industries. I really enjoy talking to customers about growth opportunities and ways to enhance their experience with our platform, getting their feedback and hearing their stories. In this remote environment, my team has also been making a point to kick every day off with a team ‘stand-up’ where we sync up and talk about what everyone’s working on. It has been an awesome way to stay engaged, coordinated, and to share ideas with each other on a regular basis. 

Rebecca: The Ambra Health team is currently working remotely. Where are you working from at the moment?

Chantel: I am currently working from my apartment in New York City where my fiance and I are constantly competing for work spaces given the call-heavy nature of both of our jobs. It’s an ongoing battle!

Rebecca: What is the most challenging part of your job?

Chantel: The most challenging parts of my job are the unpredictable fires that inevitably surface occasionally with our customers. Ambra has a very customer-first mentality, meaning if there are any issues with our customer base, we want to address and resolve them as quickly as possible. This can throw off the plan for the day if something pops up unexpectedly. As a customer-first company, unexpected fires are just part of the territory and will continue to be as the company keeps pushing forward and growing.

Rebecca: What is the most rewarding part of your job?

Chantel: First and foremost, seeing my team succeed and do well is very rewarding. I have always had a very people-first mentality, as I think the people are the most important assets of any company. I love when people on my team are successful, whether they lead a great meeting, come up with an awesome idea, or get a project across the finish line. 

I would say another rewarding part of my job is seeing firsthand the impact that our product and services have on our customers — it makes the fires all worth it! I have so many stories of customers proactively coming forward to commend not just our product but also our team. They share stories about how what we are doing is directly impacting patient care. It’s a great feeling to be associated with a company that can have that type of impact. 

Rebecca: How do you see the industry changing in the next 5-10 years? 

Chantel: I think we will see a couple trends continue to be prevalent for the next few years. Even just in my time at Ambra, we have seen the adoption and comfort with the cloud increase dramatically. Going forward, I think a multitude of providers in the healthcare ecosystem will continue to pursue cloud-forward approaches given the benefits enabled via a cloud-based systems architecture. In conjunction with that, the amount of data that is becoming more standardized and accessible will enable more research to be done than has ever been done before. Finally, I think the roles that AI and machine learning are going to play on both workflow efficiency and diagnostic enhancements is very exciting to me. I am looking forward to seeing how all of these trends evolve and how they may potentially improve both patient outcomes and physician experience. 

Rebecca: What projects are you most excited about currently & in the next year?

Chantel: One thing I continue to be excited about is expanding Ambra Health’s Gateway Network. We are investing in tools that enable our customers to easily discover facilities in the Ambra network and then request to connect with them, ultimately allowing them to seamlessly exchange images with each other. We also want to reduce the barriers to join Ambra’s Gateway Network by providing resources to facilities so they know about the options available to them. I really believe education is a crucial part of technology. In fact, tech can be stifled if you don’t support it with the right education and support tools. A lot of the projects I am continually excited about are those that involve supporting and educating our customer base. 

Rebecca: Word on the street is you are in an 80’s cover band. How did that come about and can we see you perform? 

Chantel: Oh boy, yes. When I was in business school, five guys and I got together in our spare time and, completely for fun, started playing music together. 80’s music is a super fun genre that I think everyone enjoys both playing and listening to. We never intended on performing until a friend of ours asked us to play in a concert to raise money for charity. So of course we agreed, it went really well, and the rest is history! We have played in 10 shows in Boston, NYC, and the Hamptons. It has become an annual tradition and a great way to bring people together for a night. We were thrilled that our last concert at the Gramercy Theatre in the heart of New York City almost sold out! I was especially touched with how many Ambra folks came out to support us. We have another concert tentatively on the books for November, but with restrictions with COVID and mass gatherings, we might need to push it to a time that’s more safe. 

Rebecca: Any final words you would like to add?

Chantel: One of my favorite things about working at Ambra is the people. It’s amazing to work with a group of talented and truly dedicated professionals. I do not think that our product or our company would be where it is today, or had the impact it’s been able to have, without such great people driving things from all sides. It’s just really rewarding to work with people of such high calibre. 

As VP of Customer Success, Chantel Hopper works with Ambra Health’s customers to ensure seamless platform adoption, ongoing education, and continuous engagement. Chantel also manages the sales operations and product marketing teams responsible for enhancing the customer experience and contributing to Ambra’s award-winning software. Under her leadership, Ambra launched the Ambra Exchange, a user group where Ambra customers connect and share ideas. Chantel joined Ambra Health after working in media and technology, bringing her energy and excitement to the Health IT space. Chantel knows a thing or two about commanding a stage: in her spare time, you can find her performing as the lead singer in the popular NYC-based 80s cover band, Young Me and the Moons. Chantel holds a BA in Psychology from Duke University and an MBA from Harvard Business School. 

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About Rebecca Schankerman

Rebecca Schankerman is a recent graduate from Indiana University with an honors degree in Management and Marketing. Rebecca has a strong passion for marketing and how it plays a role within the healthcare industry. As Ambra’s Field Marketing Coordinator, Rebecca handles all aspects of the events Ambra attends each year within the medical imaging and informatics fields. When she’s not planning the latest Ambra conference or trade show, she enjoys traveling and spending time with her family.

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