243 lines
8.9 KiB
Markdown
243 lines
8.9 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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# Anthony DeSena
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* Interview Phone Screen on 8/24/22 at 3:30 pm
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* Part time Real Estate, Rutgers 2019
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* BDM functions
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* Team layoff, old manager brought him to Eden
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* Client Propspecting at Eden
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* Really liked relationship maintence, retention
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* AEE at Eden, going after new accounts or expansion accounts
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* Introducing Agreement and then helping be successful
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* Recently 40% of the company was laid off, everyone except him
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* Eden is going after a new business model
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Metrics:
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* Quote as Senior BDR - scaled off meetings set and meetings completed
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* Self-prospecting and pulling in business
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* 12 meetings completed, 16 set
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Has been wanting to move towards a CS role for the past year.
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Feels strongest skills are interpersonal skills and having a knack for working with people.
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Didn't like cut throat and numbers oriented aspects sales
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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.
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This all sounds a lot more like Cold Calling
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Active listener, delievered on clients needs instead of barging through
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Eden is direct to employer concierge provider, 24/7 virtual platform
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Knowleldge of services
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Has been completely remote
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Remote is perferrable, except for the right opportunity
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"Not a deal breaker for the right opportunity"
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Making calls all day in an office "just sucked"
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# Tyler Delao
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* Interview Phone Screen 8/25/2022 at 12:30pm
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* Born and Raised in Syracuse
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* Marketing Coordinator at Keller Williams, 12 agents, helping with agents branding
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* Only Marketing Employee
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* Social Chair on Campus
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* Managed a budget
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* Sales Associate at Michael's Kohrs
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* Wants to be prepared for his work, wants clear kpis and metrics
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* General atmosphere
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*
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# Kallan Smith
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* Overview
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* Enterprise
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* > $85k
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* 21 Customers
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* Discovery Call, Migrations and Configuration
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* Contract Lifecycle Management system
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* Custom dashboards and analytics
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* Authentication SSO
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* Roll into Onboarding phase - his favorite part
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* Steep Learning Curve
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* Procurement and IT groups are next departs that need an account
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* Has worked with his customers for 2 year +
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* Lots of platform versions - supporting 5 versions
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* Moving everyone to their Cloud Version
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* When he first started:
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* Was in charge of automating communications
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* NPS Surveys, Survey Monkey
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* Automating Salesforce
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* Improving knowledge transfer
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* Renewal and New Feature Communications
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* Intercom
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* What are you looking for?
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* Moving away from Legal Tech
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* Innovative Product
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* Spends a lot of time solving tickets
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* Wants to be more proactive
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* Work Setup
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* Office in NYC closed a few years ago
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* WeWork that he goes to every other week
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* If CCO is in town, he'll go in, if London team
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* Is okay with in office
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* Timeline
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* Third round with another few companies
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* Needs 2 weeks notice
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* Move in September
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* CS Team is the Support Team
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* Team has tripled in size, 12 total now
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* 2nd in US
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* Wants to be as responsive as possible
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* Lets them know and tries to jump on calls ASAP
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* Ask a few extra questions
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* Likes to Document as much as possible
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* If he can't figure out a quick workaround, will give a timeline and offer a down the road solution
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* Open lines of communication
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* What does he want to get better at?
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* Sharper at coding
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*
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Favorite Projects:
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* Getting Integrations setup
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* Likes using API
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* Did the first salesforce integration
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* He is basically a DocuSign employee
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* Did a lot of Javascript, HTML, CSS with EdEx Studio
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* Inspect Element
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# Brittany Marques
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* Biggest standouts were how our website talks about employees & clients
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* Works with "Enterprise" clients. But this could be mom and pop shops (5-10 locations) and some businesses with 100s of locations (MassageEnvy, EuropeanWaxCenter).
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* Works more in onboarding/implementation than anything else
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* Is looking for a "new home" and doesn't like to jump around
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* Wants to do full-cycle, not just onboarding
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* Wants to see what their clients do in the future and work with them over a longer period of time.
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* Current job doesn't have a CSM role, it is just Onboarding to Support.
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* What has kept her there for 7 years?
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* Has felt the limit of her grown which is why she is looking somewhere else
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* Leadership cleared house
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* Are fully remote, company sold the business
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* Wants to be fully in person
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* How to find information you don't know
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* Would research documentation
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* Research Hubspot and or Slack for similar situations
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* Look in Ticketing Software
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* Would get on the phone and call the client
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* Explain what is happening and say that she doesn't have the tools and will get back to them in the morning.
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* If the client isn't happy, letting them vent and talk it out
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* Something listening is the best thing you can do
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* Bigger Life Goal? Trying to get PMP certified. Prepping for test.
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* Went to school for Criminal Justice - Wanted to be FBI
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* At EWC learned the software that she is working for now.
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* Fell in love with working with clients
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* MSI remote install of software - takes 3-4 hours
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