Employee Spotlight:
Tony Navarro

What did your career look like before you joined Medispend?

Before getting into the life sciences space, I spent about seven years in sales. During that time, I sold everything from marketing platforms for small and mid-sized businesses to patient experience survey solutions, outsourced sales services, and digital marketing offerings. Those experiences taught me a lot about building relationships, understanding customer needs, and helping clients achieve their goals.

Was there a specific moment you knew this role or industry was the right fit for you?

I knew this was the right fit when I saw the impact our solutions had on customers. Coming from a sales background, I always enjoyed connecting with people, but I found even more satisfaction in helping clients adopt solutions that make a difference in their day-to-day work.

Walk us through what a typical week looks like for you right now.

As a Manager of Client Success, I wear a lot of different hats. I currently support about ten client accounts and help drive their coaching initiatives through iCoach. My responsibilities include managing weekly roster and data uploads, creating forms and certifications, making updates to client environments, conducting training sessions, answering questions, and providing reporting and data as needed.

In addition to managing my client accounts, I lead a small Client Success team and provide support and guidance on client needs and day to day challenges. I also work closely with our Product team by sharing client feedback and recommendations on ways to enhance iCoach and create a better experience for our end users.

What’s a part of your job that people outside your team probably don’t fully understand?

I think people are often surprised by how much happens behind the scenes. While others see the meetings and trainings, a lot of my time is spent managing data, configuring the platform, solving issues, and working with different teams to make sure everything runs smoothly. There’s always something new to tackle, which is one of the things I enjoy most about the role.

What’s something you’ve gotten noticeably better at since you started here?

One thing I’ve really improved on is balancing both client relationships and the technical side of the platform. I’ve become much more confident managing client requests, troubleshooting issues, and helping clients get the most value out of iCoach.

What kind of problem or task genuinely makes your day better when it lands on your desk?

I enjoy working on custom forms. Every client is a little different, so it’s rewarding to build something unique that helps them get the insights they need.

When something doesn’t go as planned, what’s your go-to way of resetting?

When things don’t go as planned, I take a step back, focus on what I can control, and work through the problem one step at a time.

What’s a risk you took here (a project, a new skill, speaking up) that paid off?

One of the biggest risks I took was learning a new industry and the many configurations within iCoach. Even after five years, I’m still learning something new every day, which is one of the things I enjoy most about the role.

What advice would you give someone joining your team on day one?

Pay attention to the details, ask questions, and don’t be afraid to share your perspective. Your experience and ideas matter, and there’s a lot to learn from the talented people around you.

Tell us about a project or fix you’re proud of — big or small.

My colleague Jake and I created our first step by step guide for building an environment. Before that, everything we learned came through hands on experience

Who’s someone at Medispend who’s made your work better, and how?

Honestly, it’s hard to point to just one person. I’d say the entire team has made my work better. What’s most remarkable is how we all operate as one unit. Everyone is willing to jump in, share knowledge, and help each other out whenever needed. That level of collaboration makes it easier to solve problems, support our clients, and continue learning from one another every day.

Three words your teammates would use to describe you?

Supportive. Positive. Driven.

What’s something your teammates would be surprised to learn about you?

Most people see the social, client-facing side of me, but outside of work I’m usually pretty quiet and laid back.

Tony’s Current Favorites

TV Show: I’m not a big TV person, but these days I usually find myself watching the latest episode of Bluey with my toddler or catching up on The Real Housewives with my wife. 😊

Travel Spot: Mallorca,  Spain

Favorite Quote: “Life is a journey, not a destination.” – Ralph Waldo Emerson