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+# 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