Gainsight/CustomerNotes/CSMInterviews.md

# Interview with Erika

Tough admin, used enablement and creativity to make it work
Created multiple workspaces for the users for that account
Client's issue was didn't want to manage multiple accounts, had no bandwidth
Used teaching to help the customer

Needier customers were district contracts
Gave her her phone number to client who wanted instant communication
Setup regular checkins with these accounts 
More frequent communication for larger clients 
Tiered system, small team and each person handled almost 700 accounts
Just taking the time explain

Being an AM was her most enjoyable, creative time
Tight knit group
Constant communication 

Project Question:
Go to learning library, resources first
See what's available first
Try to connect with client and asking more questions 
Align with them, is there a temporary fix
Check in with peers and see if anyone else has faced this issue before
Is there a bridge to solve this temporarily 
Being honest and aligning with the customer 
Offer to pushback 

Catalyst for CS with client


# Interview with Matt


Works at Proliant
The software "leaves a lot to be desired"
Doesn't have good developers and it goes offline a few hours each day
Service is really good, reps are good
But they are always defending product
Developers always leave after 3 months, high turn over
All payroll companies have a lot of turn over
UI/UX isn't great either 

Strong relationship with director

If Clients are pissed, how do you respond?
Answers with a smile and never talks bad about the product or developers
Takes on risk with approvals and 2-day turn around time 

Says "I'm going to send you an email by 2pm"

Has an answer to everything, speaks confidently


Account manager @ ADP/Viventium - Dedicated for the contract length
Implementation Specialist - just during implementaiton 

He would try to get someone's attention on skype or zoom to see if someone is online
He would apologize to client and say its after hours 
Would see what he could do - review implementation guide (500 pages)
Support Docs
Said his current job is he has to figure it out himself
He can't contact his manager for every small request
Says he is self sufficient
After that would contact Service Support Specialist, or his manager 
"It's all about giving the client something to make some space"

## Questions for me?
One question - what would I say is the biggest challenge? - Punching above our weight class

# Interview with Egypt

Meeting at 4:30pm on 7/12/2022
Showed up on time
Opened with "I love that you have a sense of humor" and aligned
Brought up her mother who taught her how to be better and help more people
Ambitious, so went for the best hospital in NJ
Was in control of success or failure of nurse candidates
"It all comes down to the patient experience"
Job was to make sure nothing fell through the cracks for the patients

Now works in corporate and has a steady in-office job

Accountability is so important, would apologize for the issue
Ask if they have submitted tickets, if anything has already been done
Actionable goals for the client 
Fall back on the team
** Needs some training on self-resources, google **
Would troubleshoot in the manual
Check scope of practice 

Was thinking about going to law school
She loves helping, which is why she went to healthcare
Thinks she is a great facilitator and thrives in the background
Found her niche in healthcare
Good at communicating

Wants more control of the customer experience

## Questions for Me 

Wants to know about the software - what tiers do we have available?
What sorts of fires do we put out?
How many clients do you manage?
How have you or what have you learned is the best approach for when a client comes up for renewal?
Curious to know about work life balance - am I satisfied?
Looking back at the time on Northpass, what would have I told new hire me?

# Anthony DeSena
* Interview Phone Screen on 8/24/22 at 3:30 pm
* Part time Real Estate, Rutgers 2019
* BDM functions 
* Team layoff, old manager brought him to Eden
* Client Propspecting at Eden
* Really liked relationship maintence, retention
* AEE at Eden, going after new accounts or expansion accounts
* Introducing Agreement and then helping be successful
* Recently 40% of the company was laid off, everyone except him
* Eden is going after a new business model

Metrics:
* Quote as Senior BDR - scaled off meetings set and meetings completed
* Self-prospecting and pulling in business 
* 12 meetings completed, 16 set

Has been wanting to move towards a CS role for the past year. 
Feels strongest skills are interpersonal skills and having a knack for working with people. 
Didn't like cut throat and numbers oriented aspects sales 

Clients were surprised when he reached out as they expected the broker and/or BCBS would reach out. Apprehensive clients didn't trust him at first. 
This all sounds a lot more like Cold Calling

Active listener, delievered on clients needs instead of barging through

Eden is direct to employer concierge provider, 24/7 virtual platform
Knowleldge of services

Has been completely remote 
Remote is perferrable, except for the right opportunity
"Not a deal breaker for the right opportunity"
Making calls all day in an office "just sucked"

# Tyler Delao
* Interview Phone Screen 8/25/2022 at 12:30pm
* Born and Raised in Syracuse
* Marketing Coordinator at Keller Williams, 12 agents, helping with agents branding
* Only Marketing Employee
* Social Chair on Campus
* Managed a budget
* Sales Associate at Michael's Kohrs
* Wants to be prepared for his work, wants clear kpis and metrics
* General atmosphere
* 

# Kallan Smith
* Overview 
    * Enterprise
    * > $85k
    * 21 Customers
    * Discovery Call, Migrations and Configuration
    * Contract Lifecycle Management system
    * Custom dashboards and analytics
    * Authentication SSO
    * Roll into Onboarding phase - his favorite part 
    * Steep Learning Curve
    * Procurement and IT groups are next departs that need an account
    * Has worked with his customers for 2 year +
    * Lots of platform versions - supporting 5 versions
    * Moving everyone to their Cloud Version
* When he first started:
    * Was in charge of automating communications
    * NPS Surveys, Survey Monkey
    * Automating Salesforce
    * Improving knowledge transfer
    * Renewal and New Feature Communications
    * Intercom
* What are you looking for?
    * Moving away from Legal Tech
    * Innovative Product 
    * Spends a lot of time solving tickets
    * Wants to be more proactive

* Work Setup
    * Office in NYC closed a few years ago
    * WeWork that he goes to every other week
    * If CCO is in town, he'll go in, if London team
    * Is okay with in office

* Timeline
    * Third round with another few companies
    * Needs 2 weeks notice
    * Move in September

* CS Team is the Support Team
* Team has tripled in size, 12 total now
* 2nd in US
* Wants to be as responsive as possible
* Lets them know and tries to jump on calls ASAP
* Ask a few extra questions
* Likes to Document as much as possible
* If he can't figure out a quick workaround, will give a timeline and offer a down the road solution
* Open lines of communication

* What does he want to get better at?
    * Sharper at coding
    * 

Favorite Projects:
    * Getting Integrations setup
    * Likes using API
    * Did the first salesforce integration
    * He is basically a DocuSign employee
    * Did a lot of Javascript, HTML, CSS with EdEx Studio
    * Inspect Element

# Brittany Marques
* Biggest standouts were how our website talks about employees & clients
* Works with "Enterprise" clients. But this could be mom and pop shops (5-10 locations) and some businesses with 100s of locations (MassageEnvy, EuropeanWaxCenter).
* Works more in onboarding/implementation than anything else
* Is looking for a "new home" and doesn't like to jump around
* Wants to do full-cycle, not just onboarding
* Wants to see what their clients do in the future and work with them over a longer period of time. 
* Current job doesn't have a CSM role, it is just Onboarding to Support. 
* What has kept her there for 7 years?
    * Has felt the limit of her grown which is why she is looking somewhere else
    * Leadership cleared house
    * Are fully remote, company sold the business
    * Wants to be fully in person
* How to find information you don't know
    * Would research documentation
    * Research Hubspot and or Slack for similar situations
    * Look in Ticketing Software
    * Would get on the phone and call the client
    * Explain what is happening and say that she doesn't have the tools and will get back to them in the morning. 
    * If the client isn't happy, letting them vent and talk it out
    * Something listening is the best thing you can do
* Bigger Life Goal? Trying to get PMP certified. Prepping for test. 
* Went to school for Criminal Justice - Wanted to be FBI
* At EWC learned the software that she is working for now. 
* Fell in love with working with clients
* MSI remote install of software - takes 3-4 hours