Meet Our Partner Success Managers: Amna’s Path from Clinical Care to Customer Success

Quick Facts

• Years at SwipeSense: 2.5+
• Background: Healthcare (pharmacy, medical billing, EMR technical support)
• Notable Impact: 15%+ hand hygiene compliance increases, breaking through performance plateaus

The Path to Partner Success

How did you find your way to the PSM role?

Amna’s journey to SwipeSense winds through multiple facets of healthcare. She began her career as a pharmacy technician, working in that role for several years before moving into insurance billing for medical practices. This hands-on clinical experience gave her invaluable insight into the daily realities of healthcare workflows.

Her path took a technical turn when she joined a large EMR company, where she provided technical support before transitioning to customer success. This combination of clinical understanding and technical expertise would prove essential for her future role.

Looking to expand her impact, Amna sought a position with a smaller, more agile company where she could make a meaningful difference. “I wanted to move into a role with a company that was a little more on the smaller side,” she says. “I switched over to SwipeSense about two and a half years ago, and I’ve been loving it since.”

What Drives Success

What’s your favorite part about working as a PSM?

For Amna, the answer is clear: measurable impact. She cites the “the impact that I make with our customers,” as her favorite part of working as a Partner Success Manager. “One thing that’s really nice is because we work with data, we can see in numbers what our impact is on not only just the hospitals we work with but the patients,” she explains. “Just having something so meaningful to do really makes my job worth it and gets me up in the morning.”

This data-driven approach allows Amna to see the direct results of her work in concrete terms, translating technology implementation into improved patient outcomes that can be tracked and measured over time.

Success Stories

What impact have you made with clients?

Amna’s most significant achievements have come from helping facilities break through performance plateaus and introducing SwipeSense to organizations implementing hand hygiene technology for the first time.

“I think one of my biggest successes would be working with customers that have little to no change before I was introduced to them,” Amna says. She describes the challenge of working with facilities that had stagnated in their progress, helping them re-engage staff and hospital leaders to truly leverage the SwipeSense platform for meaningful change and push past previous performance barriers.

The results speak for themselves. “I’ve had customers that have improved over 15% in a year, which is a huge accomplishment,” she notes. 

Beyond improving existing implementations, Amna has also been instrumental in first-time installations. “I’ve also worked with customers who never had our platform before and had no technology installed to measure hand hygiene—being the first solution in place at their hospital was a great accomplishment.”

Overcoming Challenges

What’s the biggest hurdle you have to overcome?

The challenge isn’t technical—it’s cultural. “I think the biggest hurdle to overcome is really just changing the culture of a facility,” Amna explains. “You don’t really know what you’re walking into—every hospital is different.”

Beyond introducing new technology, PSMs must navigate resistance from staff who may be accustomed to established routines. “There are sometimes objections that come from people who have been in their role for a really long time, and maybe they’re not used to change,” Amna says. “Being able to be adaptable to each hospital and each hospital culture is, I would say, the biggest challenge.”

Her approach to overcoming these obstacles focuses on genuine partnership. “Being adaptable, being able to go in and change some of their perspectives about our system just based on your interactions with them—handling their concerns and taking them very seriously, not just brushing off the way that people feel about new technology,” she explains. “Making sure that people know that we are a tech company but we are a people company too.”

Beyond Expectations

Is there anything that would surprise people about being a PSM?

Amna highlights an unexpected perk of the role: travel. “How much we travel in the country is really surprising,” she says. “I get to visit states and cities that I probably would never have gotten to see if it wasn’t for the fact that we’re contracted with a really cool hospital out there.”

Her refrigerator has become a testament to these travels. “My fridge is filled with magnets from all the places that I’ve visited,” she laughs. “I think that’s something that people don’t realize—being a virtual company, we still get so much face-to-face time with our customers, and I think that’s one of the really cool things about our job.”

This commitment to in-person support is strategic. PSMs visit frequently during initial installation to ensure smooth implementation and build relationships. “We try to show up as much as possible so that we can get everyone used to our faces and who to reach out to for support,” Amna explains. After implementation, regular quarterly visits maintain those connections and demonstrate ongoing partnership.

Future Vision

What are you excited about?

While hand hygiene has been Amna’s primary focus, she’s increasingly enthusiastic about SwipeSense’s broader capabilities. “In the last year, we’ve been really focusing a lot on some of our other modules like asset tracking and the Nursing Insights Rounding Monitor,” she explains.

“While hand hygiene is really important, I think that some of these other tools that we have make our system so much more valuable to not just nursing and executives and leaders but frontline staff,” Amna says. She points to how different departments can now benefit: nurses receive real-time room information, facilities teams can track expensive equipment, and contact tracing provides additional infection prevention capabilities beyond hand hygiene alone.

“I’m really excited to build on some of the existing infrastructure that we have and use some of these other tools more broadly and find different use cases,” she adds.

Beyond specific modules, Amna is excited about the future of healthcare data analytics. “Just in general, the way that the world is going with how people utilize data and how we can automate it and use things like AI—I’m really excited to see where we go with all these thousands and hundreds of thousands of data points that we’re collecting in our system and how useful it’s going to be for hospitals in the future.”

The Human Element in Healthcare Technology

Throughout our conversation, one theme emerges clearly: technology alone isn’t enough. Success requires the human element—the relationships, the adaptability, the genuine partnership that PSMs like Amna bring to every implementation.

For Amna, SwipeSense’s strength lies in balancing cutting-edge technology with genuine human connection. “A lot of what we do is based on the interactions and relationships that we build. I don’t think that we would be as impactful as we are today if it wasn’t for the people that we have working here at SwipeSense who are willing to jump on the phone, answer any questions, handle any issues or concerns really quickly. Our customer service is some of the best out of any company I’ve worked for in the past.”

As healthcare continues to evolve and technology becomes increasingly sophisticated, PSMs like Amna ensure that human connection remains at the heart of healthcare improvement—turning data into action, technology into results, and partnerships into lasting change.