jjsv

CSMInterviews.md

@@ -106,3 +106,137 @@ How have you or what have you learned is the best approach for when a client com
 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
+