Manager, Client Success
Manager, Client Success
I strive to make sure my team members and our clients are happy.
Day to day, I work to ensure our clients are receiving the best possible support from my team. I advise, mentor and coach my team members. I help them find solutions for our clients. Over half of my day is spent responding to email and the rest is filled with meetings, projects and phone calls. I enjoy working through challenges with clients as well as team members. I find it rewarding to solve a problem, help a teammate or improve a process...all things I get the opportunity to do often!
Customer service experience, you have to know how to handle people and situations. Project management experience is a plus. The ability to multi-task is key, there is always more than one thing going on at a time. Solid decision making skills and the ability to keep cool under pressure are sure keys to success.
Here's the first step for high school students
Find a position where you can work with the public (retail, server, lifeguard etc.). It's great experience for a role in customer service. It will give you exposure to all different types of people so you can begin to master the techniques needed to assist each unique person. Everyone interprets and responds to things differently, it's key to understand this if you want to work in a client facing role. I have found my work experience to be just as valuable as what I learned in school.
"I grew up in a mid to low income neighborhood with a negative reputation. I felt embarrassed to tell people where I was raised and even worse that I went to public school there. As soon as I told them, I felt judged. I felt less worthy."
My family, coaches and friends filled me with encouragement. My mom always told me I could be anything I wanted to be. She instilled me with self confidence, common sense and a desire to be better. She said, "Don't rely on anybody else, your life is what you make of it." She encouraged me to attend college, embrace my background and be something that I am proud of. I was the first person in my family to graduate with a Bachelor's degree.
My family didn't have a lot of money when I was growing up. My mom and dad sacrificed to send me to college. I was motivated to succeed by their sacrifice and the desire to make them proud. Walking across the stage to get my diploma was so rewarding.
I was a first-generation college student. I was fortunate not to have any predetermined expectations to live up to (i.e. "you'll be a lawyer like I was") but it was also hard to be the first.