Behind the Scenes of a ShareFile Account Manager
Today I had the opportunity to interview Account Manager, Kelley Figg. Kelley engages with customers on a daily basis. Take a look below at our interview.
Kelley, tell me about your role here at ShareFile. I started with ShareFile in early October 2011, right before the Citrix acquisition. My main role is to provide our clients with exceptional customer service throughout the life of their account. We reach out to our clients and train them on how to use our service in their office. As an Account Manager, we dedicate ourselves to making a client’s experience with ShareFile as easy and seamless as possible. We build lasting relationships with our clients and provide them with support if they should ever run into any issues.
Tell me about your day-to-day activities. Our daily work varies depending on the time of the month. Typically, when an account is sold and created, we will reach out to the new customer and introduce ourselves as their point of contact. We answer any questions they may have at the time and schedule a meeting to go through the portal together. We conduct 2 to 3 trainings a day and this will consist of walking clients through basic functions and features on their account. During the trainings, we try and offer various best practice methods or ideas of ways to use the service that we have seen from others in their industry. When we are not giving trainings, our day consists of following up on client emails and phone calls. Because we are the clients first line of defense, we receive a wide array of support requests, plan/billing changes and account questions.
What does customer centricity mean to you? Customer centricity means doing what’s right for the client and taking the time to go beyond just meeting a client’s expectation. Our clients expect a certain level of support and guidance but we want to provide that and more. As much as we value new accounts, we value accounts that have built a relationship with us even more. Our existing accounts have put trust in us as a company and we want to maintain that trust and loyalty.
What is the best part of your job? There are many parts of my job that I love. As an Account Manager, I love making my clients happy. Within our department, we are constantly in competition to see who has the best story about how we made a client’s day. When your job is to make your clients happy, you can’t help but to love what you do. As a ShareFile employee, I love the people I work with and the culture that has been established.
Is there anything you would like to share with our customers? ShareFile strives to be different from any typical technology company. We want to show you that you don’t need to have a degree in computers or to work in IT in order to use our service. We want to make this as easy as possible for you and we want to communicate with you like normal human beings and not robots. We truly intend on raising the bar for service in the field of technology.