#1 fan of Harry Potter, the Toronto Raptors and CMiC customers.
Taz joins us as the first member of our Customer Success team. He comes with a can-do attitude and the dedication to tackle any client case. If he’s not at his desk (which he most likely isn’t), he’s in a meeting or on site with a client. How he has his boundless energy even with a 4-year-old daughter, we will never know…
When did you join CMiC and why?
I joined CMiC in September of 2019. When I interviewed, I quickly got the sense that this was a growing organization with a strong company culture, interested in finding ways to become more customer centric. I saw the Customer Success Manager role as an opportunity to continue driving that culture through my interactions with customers and with the team I’ve been tasked to build out. I felt empowered by the trust CMiC put in me.
What is your role at CMiC?
I am the Customer Success Manager. I am responsible for the proactive development and maintenance of client relationships—I like to describe it as finding out what clients want before they know what they want.
Another aspect of my role is to act as the advocate for customers within our organization. My goal is to empower other teams with the information they need regarding customers in order to help them drive ‘customer success’ in their own ways.
Where is the best lunch spot?
I bring a lunch to work every day, but sometimes I like to take a walk to the nearby university campus for a bite. It makes me feel like a student again seeing the young kiddies.
What do you listen to on your morning commute?
It’s a 20-minute drive from my place to the office (sometimes 30, depending on traffic). I listen to a combination of audio books, podcasts or ‘hype’ music to get me going for the day. What I listen to depends on the day I’m going to have: if I’m interacting with a customer, I listen to music to get ‘hyped’ in the morning (because I need the energy). If it’s a learning day or product day, I listen to audio books or podcasts about client success.
What does customer success look like to you?
First and foremost, my priority is to make sure our customers stay our customers. If that is working, the next step is to understand how to elevate their experience, whether that be through health checks, coordinating internal resources or delivering outcomes for our customers.
I’m service oriented, so it’s in my nature to go above and beyond in everything I do: emails, phone calls, or face to face interactions—you name it. I’ll never let anybody go unanswered.
What can customers expect in the coming months?
They can expect to hear from me a lot. They can expect a lot more information regarding what CMiC is working on and what is to come. We want to ensure customers have the information they need to make informed decisions.
Go-to CMiC office snack?
The raisin bread with peanut butter and jam. Super light toast, or else I’m not eating it. But that’s only if there’s raisin bread because that bread goes fast.
What is your favourite part of the day?
The days I come in early at 7:30 AM and nobody else is in the office yet. I get to do a lot of catchup, and it’s great because I don’t get pulled in different directions. It’s just me, my coffee and my laptop.
Tell us your best customer success story.
When I was analyzing some of the early data, we identified customers that had zero to little engagement with CMiC. We created an informal campaign to reach out to these customers that included a link to my calendar. There was one client that immediately booked time in my calendar. During our phone call, I realized we had a bit of work to do with the account. By the end of the week, we worked through most of her issues and introduced her to User Voice and CMUG as additional avenues for help. This was a great example of us turning data into information, which helped us have a direct impact on this customer’s experience.
Plus, she called me “the bomb.” I promised to make things happen for her, and we were able to follow through. So, it’s little things like this that will go a long way with our customers. It was a happy moment and a great win for me in my new role.
What do you want customers to know about you?
We have a lot in store but require a bit of patience. The changes won’t happen overnight, but we’ll definitely get there!