defi SOLUTIONS recently sat down with Jen Cambre, Vice President of Client Success, to learn more about her approach to a successful client implementation.
Q: How would you describe your role at defi?
A: I lead the implementation and professional services team, which is kind of a polished way of saying that I sit right between strategy and reality. My team’s job is to take big ideas, ambitious timelines, and complex client environments and bring them into reality.
Q: How did your career path lead you to defi SOLUTIONS?
A: I’ve always been drawn to roles where you’re building something — not just maintaining a team but actually building processes and outcomes. Over time, that’s led me to transformation-type clients and projects, which is why I’m here at defi.
Q: What does an exceptional client experience look like to you?
A: The best experience is when a client can walk away from an implementation or a project and say, “I’ve got this, I can do this.” We’re in the background and we’re always here for them, but we want them to feel comfortable in what they’re doing.
Q: How does client feedback shape our product development?
A: Client feedback is the most important thing. That’s where theories and ideas come from. The clients are working with the products day to day, so they’re able to come to us and say, “Hey, I would really like it if the system did this.” or “This works really well but it would be better if it did this.” Then we take those ideas and more forward.
Q: What sets our approach to client success apart in a competitive market?
A: The most important thing that sets us apart is when we take an implementation, we don’t just say, “Hey, we implemented the client.” and move on. We’re always here working with them, helping them to expand and drive forward. It’s not an implementation and forget it and move on.
Q: What do you hope clients say after working with the defi team?
A: I hope they say, “defi showed up, they were there for us, and they worked side by side with us.” I like to say to clients, “We’re not doing this to you, we’re doing it with you and working with you to get to the end goal.” That’s what I hope clients take with them when they’re out in the market talking to their customers and colleagues.
Q: What is an example of a challenge you’ve helped a client face, and how did you solve it?
A: Most of the experiences or the challenges that clients have aren’t just technical; it’s more about timing, priorities, and competing pressure and engagement. So, we sit with the clients and we talk to them. What are your priorities? What do we need to do to help move you forward?
Q: What is the most common question you get from new clients?
A: The most common question we get from new clients is, “How do we make sure that what we’re doing is going to be successful?” The biggest way to ensure that success is making sure that we align on what their priorities and goals are. Then it’s our job to help them get there and attain those goals.
Q: What do clients misunderstand about their software and services? How can they use them more effectively?
A: It’s not a one-time implementation. It’s constantly evolving and growing. We’re with them for the whole life cycle of the time that they’re our client. We’re going to get them implemented, and then we’re always going to be there as the market changes. Our products give them the ability to change with the market and to change quickly.
Q: When clients are getting the most value out of defi, what are they doing?
A: Clients that stay engaged, stay curious, and keep that line of contact open with us. We’re here to be a partner. We’re not just a vendor. We want to help them grow their business.
Q: What trends are you seeing in professional services requests from existing clients?
A: Most clients are focused on optimization and efficiency, so that is where we’re focusing as well. It’s one thing for the product to be able to do what they need, but they need to be able to change with the market as efficiently as possible. They’re trying to win deals out in the market; if they’re not efficient and fast, it’s not going to happen for them.
Q: What are you most excited about in your work this year and next year?
A: This year is about driving consistency and scale, making sure we’re able to deliver high-quality outcomes that matter to our clients. Next year, I’m excited about continuing to elevate and partner with our clients, bringing more insight and more of the proactive guidance that we have available for clients.
Q: How do you recharge outside of work?
A: I like to spend time with family and friends, but I also really like to build thousand-piece puzzles with reality crime drama in the background. That’s my favorite thing to do, and it helps me recharge.
Q: What’s one product, app, or tool that you can’t live without?
A: I really like to use social media a lot. My kids would probably be in the background saying, “Oh my gosh get off of there don’t do that.” The one tool that’s really important to me is my calendar. If it’s not on my calendar, whether it’s professionally or personally, it’s not happening. I need my calendar to keep me going and organized.
