I am the new customer success manager! It’s an ongoing job that ensures customers have best success throughout their contract lifecycle regarding the products and services that we offer. There’s also offering very low-end tech support, login activation requirements, and other small functions like that. The goal is to be become the point of contact for customers and to keep them comfortable at all times.
Before this I was in a couple of jobs. I worked at a water quality company that sold Flo Meters and did work with ground water and levels. At that company I was an internal sales assistant, so my job was to quote customers and occasionally handle complaints. Before that I worked for city plumbing supplies, as a management apprenticeship.
There’s always been an intersection between those jobs in the form of customer care, even though I’ve predominantly been in sales. After nearly a decade I’m proud of my ability to understand customer needs. Forward facing customer relationships are always at the forefront of my efforts.
It’s all about having a concrete point of contact in the company that’s reachable at all times. A reliable name that can be trusted. Small problem? Just “call James at Cadspec” he’ll know what to do. That way we can make sure customers receive most from our products.
I have a family member that works as a quantity surveyor who works around autoCAD a lot; so I’ve heard about how BIM in construction can help to improve workflow processes immensely. The efficiency with which work can be done in that industry is well worth noting.
It’s just exciting isn’t it? The wide applications of CAD software and the different markets are a fresh challenge for me, and I’m looking forward to engaging with customers of different backgrounds. This is especially so construction because I have experience there. It’s also interesting to see the office aspects of the industry – and how we’ll work towards full customer care and account management.
I’ve only been here for a few days but I can safely say yes! Everyone’s been super friendly, showing me around the building and offering plenty of coffee and tea! It’s a really great environment, people have come over to say hi and have a little chat to make me feel more welcome.
I’m looking forward to seeing how the role develops depending on how we adapt to our customers reactions. As we become more integrated into the customer experience they’ll know that we’re here to help with any problems no matter how big or small. They can expect calls without having sales pushed on them - we’re just seeing what we can do to help them be successful with CAD!
Cadspec is part of the Stanford Marsh Group – the UK’s market leader in providing design technology needs
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SMGG is the trade Graphics Division of the Stanford Marsh Group, specializing in Wide Format Output Devices and medias since 1965.