Employee Spotlight: Marisa Anusic

Marisa Anusic, Director of Account Management

We’re excited to introduce our new Employee Spotlight series, where we showcase some of the incredible team members who drive CloudMD’s success. To start, meet Marisa Anusic, Director of Account Management. She plays a crucial role in leading a team of account managers to ensure our clients receive exceptional service and support.

Q1: How do you ensure our clients’ needs are consistently met?

It begins with onboarding. We ensure that every client is set up to get the most value from engagement from day one. We work closely with clients to educate their employees about the services they have available to them through webinars, marketing material, and more. We also provide extensive training and resources for management and offer insights and recommendations to help optimize usage.

The team and I continue to communicate thoroughly and continuously with clients by scheduling regular check-ins to understand their unique needs, discuss their expectations, gather feedback, and provide updates on new products and services. Clear and transparent communication is key; I focus on asking the right questions, listening actively, and confirming my understanding.

Building strong relationships and genuinely caring about our clients’ success is essential. I also believe in being flexible and adaptable to meet their evolving needs. There is no one-size-fits-all solution, and it’s important to remember when working with different clients.

Q2: How does the Account Management team improve the overall experience for CloudMD clients?

Our dedicated Account Managers are the primary points of contact, ensuring personalized attention for each client and a deep understanding of their unique needs. Every manager communicates regularly to build trust and ensure every client feels valued. We act as advocates for our clients within CloudMD, ensuring their voices are heard and prioritized in service delivery. For example, the Account Management team will coordinate with other departments to resolve any issues, ensuring a seamless experience for clients.

Q3: What qualities do you think are essential for an effective Account Management team?

Clear and timely communication is crucial, especially when working with clients across multiple time zones. Having a customer service mindset is essential for building trust and long-term relationships. Being effective problem solvers helps us maintain client satisfaction. Understanding the industry and being empathetic also allow us to connect better with clients and maintain strong relationships.

Q4: What do you think sets CloudMD apart from other companies in terms of client management?

We foster a client-focused culture where the needs and satisfaction of our clients are our top priority. Every one of our Account Managers understands the value and importance of building and nurturing strong relationships and the necessity of having a deep understanding of each client’s unique needs. Our range of services addresses various aspects of client well-being, and our team’s diverse expertise, including nurses and counsellors, ensures our clients receive well-rounded assistance.

To ensure that Account Managers have all the tools and resources they need to best service their clients, we meet as a team weekly to discuss, collaborate, and support one another.

Q5: How have you seen workplace needs evolve with regard to mental health and wellness support?

There has been a greater awareness and acceptance of mental health issues in the workplace, with stigma significantly decreasing. Employers are moving beyond just EAP services and offering more comprehensive wellness programs—organizations are now proactive with mental health initiatives, engaging us to support them with additional workshops and webinars to address specific topics. They are also focusing on creating positive work environments that support mental health and overall well-being. Employers are recognizing the varying mental health needs of different demographic groups, adopting a more diverse and inclusive approach.