Week 5: I Decide to Thrive
One of the biggest goals I currently have is to thrive in my position as a Success Manager at SmartBarrel.
I joined this company five weeks ago, and since then, I haven't stop learning every day. I have created support documents, and I recently started to help customers through email and chat. However, there are many things that I still need to learn about our platform, especially new features that our team is creating and that we will launch soon. The more expert I become, the better I will be able to support our customers; for this reason, I decided to create an action plan that will help me master all my responsibilities:
1. Create Lesson Notes:
I use Evernote to create notebooks about different sections of our system. There, I save screenshots, pictures, comments, and things that my coworker and boss explain. Sometimes I have long training sessions, and It isn't easy to memorize everything at once. Even when we record those meetings, I go back to watch them and write down essential tips. In that way, if I need to review that information in the future, I can have a summary in my virtual notebook. That helps to save time.
2. Practice, practice, and practice:
Having information about what to do and what not to do in our platform is essential. There are actions as simple as clicking a wrong button that can mess up valuable information that belongs to clients, their workers, and subcontractors. That type of mistake from our end could represent delays in our customers' construction projects, and that's something we must avoid at all costs. However, knowing the information is not enough if I want to become a customer support expert; I need to use all our features carefully and continuously. I decided every day I will review a document that contains common problems that customers face (Thanks, Nick, for creating that paper!). I'll solve every single scenario, and I'll practice teaching clients how to solve them.
3. Learn to ask the right questions and collect enough information:
Working as a Customer Success Manager requires to be solving problems continually. The first thing that I need is understanding the data. Who is the client? What does their company need? What is the problem they're experiencing? When did that happen? How? And Why?
It's a simple step, but failing at asking these questions could lead to failing at solving the problem correctly.
Working in the construction industry for the first time has been challenging for me, but I'm honestly so grateful. I prayed for this job for a long time, and I worked hard to develop skills that helped me get it. I want to fully embrace my position and help our Customer Success Department to thrive. I want to help our customers have the best possible experience, and I want to help my team grow, making their jobs more comfortable because they count on me.
One time I read a fragment of the author Esther Hicks that says:
-"There are no happier people on this planet than those who decide that they want something, define what they want, get hold of the feeling of it even before its manifestation and then joyously watch the unfolding as, piece by piece, by piece, it begins to unfold. That's the feeling of your hands in the clay".
I believe that it applies to me; I feel a profound satisfaction with every goal I accomplish in life and my career.
In this new season, I need to put a lot of effort to achieve all these things I desire. I must overcome fears and boost my confidence, but I know I can make it, and I won't stop until I get there.