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

8.9 KiB Raw Blame History