Irem Rami is a partner at Norwest with over 15 years of experience investing in and operating healthcare technology and services companies.
If you build software for healthcare, you can’t avoid providing some level of services to your clients. Large health systems, pharmaceutical companies, and payors expect it in some form. Someone has to translate the product into workflows, layer in integrations, sit in the room when IT is delayed, and push the ball forward with all the key stakeholders.
In my role as Partner at Norwest, where I invest in healthcare technology, one of the questions I get most often from our software portfolio companies and founders is some version of:
How do we scale services without it becoming a bottleneck?
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It's a fair question and a genuinely hard one to answer. Healthcare stakeholders expect white-glove implementation and support in a way that most other enterprise software buyers don't. A few specific experiences pushed me to dig into this more seriously.
At Courier Health, where I sit on the board, we were watching the team scale new logos quickly and wanted to get ahead of what the services organization would need to look like before it became a constraint. What we ended up doing over the past year is reorganizing the Client Solutions (CS) organization to transition from a generalist CS team into one with several verticals of specialized expertise.
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Verifying AI in Medicine: Is Healthcare AI Actually Ready for Deployment?
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Top Employers Share What Healthcare Startups Need to Know in 2026
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Peptide Therapy: Where Do We Go From Here?
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Not everyone can access the top 1% of physicians. Will AI change that?
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Privacy AI and the Future of HIPAA
Watch the Full Webinar As AI reshapes healthcare and more patient data flows beyond traditional clinical settings, the rules governing privacy, access,
What will AI do for employer healthcare and benefits?
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Hospitals as the new go-to-market, lessons from the trenches
Watch the Full Webinar Health systems are entering a new frontier, one where innovation isn’t optional, and meaningful change requires creativity,