Meet Leslie Kramm, a customer engineer manager at Zyter|TruCare. As a registered nurse and public health expert, she guides clients toward optimal solutions. Known for her boundless energy, Leslie draws inspiration from her family of healthcare professionals. Her dedication is focused on positively influencing customers, healthcare providers, and patient experiences and outcomes.
Leslie’s Path to Zyter|TruCare
Leslie embarked on her healthcare career with a BA in Population Health from Bucknell University, inspired by her physician parents’ dedication and fulfillment in their careers. She pursued an accelerated nursing program, earning a BS in Nursing from New York University in 2015, graduating Magna Cum Laude. Leslie’s first role was at Tisch Hospital, working in the Post Anesthesia Care Unit (PACU) and Labor and Delivery.
Leslie often contemplated improving nursing work and patient care at the city hospital. She yearned for a role that could harness her energetic nature and passion for impactful engagement.
Leslie recalls a “Swiss cheese” incident at work, a term used for cases where small but crucial details are overlooked, leading to compromised patient care. This experience, alongside informatics nurses who identified and rectified errors, profoundly impacted her. “I saw firsthand how one flow sheet would improve our day,” Leslie recounts. “The happiness of nurses, providers, and our relationship would improve.”
Motivated by the power of EHR systems, Leslie transitioned to the tech sector, joining Athenahealth in 2017 as a senior project associate in hospital and health systems EHR. “I wanted to make an impact through technology by developing workflows that would make providers safe, patients’ outcomes successful, and keep everything running smoothly,” she explains.
At Athenahealth, Leslie aided over 20 hospitals and 250 clinical departments with electronic medical records solutions, earning her a promotion to Clinical Implementation Manager. Her client advocacy and product development success led her to Salesforce in 2019 as a Solution Engineer in Healthcare and Life Sciences, where she refined her leadership and sales skills.
Leslie’s journey took a new turn when she was promoted to Global Enablement and Delivery Specialist. “What sparked joy in that position was supporting our teams,” she reflects. “I coached them when they were reaching out to healthcare customers and taught them how to empathize and pitch a product to healthcare people.”
Now at Zyter|TruCare, Leslie is excited to return to her roots and focus on products that directly impact patients, providers, and health plans.
More Than a Card: Leslie’s Appreciation Practice
Leslie understands the importance of appreciation in the workplace and strives to create an environment where gratitude is at the forefront. She is acutely aware that job efforts often go unnoticed and actively works to shift this dynamic, ensuring that contributions are duly acknowledged.
The Harvard Business Review distinguishes between appreciation and recognition. Recognition refers to the objective assessment of work performance, while appreciation is about expressing genuine, heartfelt gratitude, leaving a lasting and compassionate impression.
Leslie is committed to demonstrating the respect and attention her colleagues and friends deserve. “My parents, especially my mom, told me to always send a card,” she shares. “They often said, ‘It’s not just a thank you card.’ It’s truly an authentic gesture demonstrating that you’ve thought about someone, recognizing where they are at, and they remember that.” This philosophy is palpable in every interaction Leslie has with clients, colleagues, or friends, influencing her follow-ups and conversations.
For Leslie, appreciation goes hand in hand with humility—acknowledging areas of personal growth and actively seeking support. She believes in cultivating a culture of appreciation, care, and gratitude. “I think being that voice of reason means a lot as a team leader, even if it’s hard,” Leslie emphasizes. “But giving and receiving feedback makes you a better team when you know you can learn from each other and then rely on each other.” This perspective underscores the value of reciprocal learning and support within her team.
A Budding Adventure in Leadership
Leslie’s leadership style is characterized by warmth, understanding, and an approachable casualness. Her emphasis on prioritizing people and building relationships defines her presence and positions her as a highly influential contributor.
Leslie is an open resource for her colleagues because of her approachability and empathy. “There’s nothing better than seeing someone succeed,” she shares. Reflecting on her experiences, she vividly recalls the significant impact of mentorship on her confidence and work. Driven by this, she is leading a mentoring program at Zyter. Her objective is clear: to empower everyone for success.
Recognizing the importance of being acknowledged, Leslie asserts that this initial recognition is the cornerstone for building trust within a team, ultimately leading to enhancing their skills. When discussing mentorship, she passionately states, “Remembering as a mentor that you’ve been new too. What it was like to be new and what it’s like to feel as if your intelligence is questioned, your skills are questioned.” She acknowledges the challenges inherent in adapting to a new company or role, irrespective of experience level. Furthermore, she highlights the unique difficulties associated with remote work in seamlessly integrating into new roles. In response, Leslie fervently advocates for implementing a welcoming onboarding process for remote hires—an initiative to foster enduring connections and facilitate effective mentorship.
Fostering Inclusivity and Empowerment
Within a month of joining Zyter|TruCare, Leslie was selected to attend HLTH2023, representing the company’s Clinical Customer Success Team and CRO Elyse Sykora.
Reflecting on her initial experiences, she shares a significant conversation with her manager: “On my first day here, my manager, a woman, asked me, ‘Outside of work, what else do you like to do?’ And when I listed things, including being interested in partnerships, I was offered the opportunity to go to HTLTH. That would never have happened to me before.”
This receptive and encouraging environment at Zyter|TruCare quickly became a source of inspiration. Remembering her initial days, filled with nervousness, she found motivation in the successes of her colleagues, thinking, “If Lara can do it, I can too.” The opportunity to dive deep into her role and draw inspiration from talented colleagues like Lara has dramatically enhanced her confidence, marking a promising beginning at Zyter|TruCare.
Boldly Navigate Risks with Confidence and Conviction
Leslie Kramm’s professional journey, defined by a steadfast trust in her instincts, is a compelling testament to the success that intuitive guidance can yield. Her career trajectory, seamlessly blending nursing and customer engineering expertise, showcases her unique ability to address intricate client needs adeptly.
As Customer Engineer Manager at Zyter|TruCare, Leslie’s dual background enriches her perspective. This fusion allows her to approach challenges from the vantage points of both a healthcare professional and a technology expert, facilitating the development of innovative and pragmatic solutions.
Leslie’s career philosophy places a premium on the journey rather than fixating on the destination. “You don’t need to know your end goal, but you need to have the confidence and conviction to take risks, and that you’re not doing this for anyone else, you are doing this for yourself,” Leslie asserts. This approach underscores the importance of resilience and continuous learning, even when it involves revisiting and adjusting one’s course.
Leslie’s unique blend of instinct, expertise, and unwavering dedication makes her an outstanding professional. Her ability to seamlessly navigate complex challenges and provide precise solutions underscores her commitment to personal growth and client service. As we reflect on Leslie’s journey, we’re reminded of the impact that a pragmatic approach, rooted in deep understanding can have in the ever-evolving healthcare landscape. Professionals like Leslie drive innovation and excellence, setting a standard for success in their respective fields.
