Significant changes at Personify

I had the opportunity to meet recently with Marc Bernstein and Andre Pavovlic from Personify. Marc is Vice President & Industry Principal and Andre is Vice President, Product Marketing & Management. The purpose of our meeting was to get an update on where Personify is as a company these days. Personify was purchased by private equity firm Rubicon Technology Partners a little over two years ago, and there have been some significant changes in Personify staff since then (including the hiring of both Marc and Andre).

Here are some of the highlights from our meeting:

  • When new staff are brought on at Personify, they are put through an 8 to 12-week “bootcamp” before they do any client work. Included in this bootcamp is an overview of what associations are and how they work. (I think this is a critical point, one that many vendors overlook!)

  • Personify’s support process has been changed. Where at one time Personify clients had a single point of contact through which clients were to communicate (i.e., a primary rep), customers now have an account team consisting of an account manager, a client success coordinator, and a delivery directory. This will give Personify customers a much broader reach into the organization and should help solve customer issues much more rapidly.

  • Personify has been developing their online learning center (based on the LearnUpon LMS), Personify Academy. Personify Academy has a bunch of videos and other training sources that Personify clients can access at any time.

  • Personify is offering a new software support option that provides free annual upgrades.

I was very pleased with what I learned in the meeting and I’m cautiously optimistic about the direction that Personify is taking under (not-so) new management. I think these are positive developments for both current and future Personify customers.

About Wes Trochlil

For over 30 years, Wes has worked in and with dozens of associations and membership organizations throughout the US, ranging in size from zero staff (all-volunteer) to over 700. In that time Wes has provided a range of consulting services, from general consulting on data management issues to full-scale, association-wide selection and implementation of association management systems.

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