109 lines
3.8 KiB
Markdown
109 lines
3.8 KiB
Markdown
# Interview with Erika
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Tough admin, used enablement and creativity to make it work
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Created multiple workspaces for the users for that account
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Client's issue was didn't want to manage multiple accounts, had no bandwidth
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Used teaching to help the customer
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Needier customers were district contracts
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Gave her her phone number to client who wanted instant communication
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Setup regular checkins with these accounts
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More frequent communication for larger clients
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Tiered system, small team and each person handled almost 700 accounts
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Just taking the time explain
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Being an AM was her most enjoyable, creative time
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Tight knit group
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Constant communication
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Project Question:
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Go to learning library, resources first
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See what's available first
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Try to connect with client and asking more questions
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Align with them, is there a temporary fix
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Check in with peers and see if anyone else has faced this issue before
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Is there a bridge to solve this temporarily
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Being honest and aligning with the customer
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Offer to pushback
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Catalyst for CS with client
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# Interview with Matt
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Works at Proliant
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The software "leaves a lot to be desired"
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Doesn't have good developers and it goes offline a few hours each day
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Service is really good, reps are good
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But they are always defending product
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Developers always leave after 3 months, high turn over
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All payroll companies have a lot of turn over
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UI/UX isn't great either
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Strong relationship with director
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If Clients are pissed, how do you respond?
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Answers with a smile and never talks bad about the product or developers
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Takes on risk with approvals and 2-day turn around time
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Says "I'm going to send you an email by 2pm"
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Has an answer to everything, speaks confidently
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Account manager @ ADP/Viventium - Dedicated for the contract length
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Implementation Specialist - just during implementaiton
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He would try to get someone's attention on skype or zoom to see if someone is online
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He would apologize to client and say its after hours
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Would see what he could do - review implementation guide (500 pages)
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Support Docs
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Said his current job is he has to figure it out himself
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He can't contact his manager for every small request
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Says he is self sufficient
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After that would contact Service Support Specialist, or his manager
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"It's all about giving the client something to make some space"
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## Questions for me?
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One question - what would I say is the biggest challenge? - Punching above our weight class
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# Interview with Egypt
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Meeting at 4:30pm on 7/12/2022
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Showed up on time
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Opened with "I love that you have a sense of humor" and aligned
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Brought up her mother who taught her how to be better and help more people
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Ambitious, so went for the best hospital in NJ
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Was in control of success or failure of nurse candidates
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"It all comes down to the patient experience"
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Job was to make sure nothing fell through the cracks for the patients
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Now works in corporate and has a steady in-office job
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Accountability is so important, would apologize for the issue
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Ask if they have submitted tickets, if anything has already been done
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Actionable goals for the client
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Fall back on the team
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** Needs some training on self-resources, google **
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Would troubleshoot in the manual
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Check scope of practice
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Was thinking about going to law school
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She loves helping, which is why she went to healthcare
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Thinks she is a great facilitator and thrives in the background
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Found her niche in healthcare
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Good at communicating
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Wants more control of the customer experience
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## Questions for Me
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Wants to know about the software - what tiers do we have available?
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What sorts of fires do we put out?
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How many clients do you manage?
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How have you or what have you learned is the best approach for when a client comes up for renewal?
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Curious to know about work life balance - am I satisfied?
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Looking back at the time on Northpass, what would have I told new hire me?
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