2.4 KiB
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