Life on the Customer Success Team at Traction Rec

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This well-oiled machine of a team continues to skyrocket success metrics for its customers while having fun.

Come take a closer look at some of the faces behind the names of our very dynamic Customer Success Team, and learn their recipe for success.

At Traction Rec, we are passionate about empowering people to create positive change through transformative technology solutions. We're also very in touch with our values, that are deeply rooted in building community, creating opportunity and doing the right thing - all while having lots of fun. We took these values and our track record of being best-in-class partners to build the best-in-class customer success team that we have today.

The Customer Support realm and everything it’s got to offer

We sat down with a few of our Customer Success Advocates, from new additions to seasoned veterans, to find out what it's really like to be a part of the Traction Rec Customer Success Team. While all of them come from different levels of experience and Salesforce knowledge, we wanted to highlight what empowers them to be the best version of themselves for their team and their role.

How do you "show up" for your team across time zones, outside regular office hours?

Janet: Being on top of my caseload, and being able to communicate with the team via Slack (which was a brand new platform for me to learn in this role) makes me feel connected to the team. It’s so nice to be able to see what people are doing, what they’re sharing about their work day or what’s happening in their personal lives. I really enjoy the sense of community we’ve got here - and that right there helps me show up to my role the best way I can.

We have fun and don't just talk about work, we check in on how everyone’s doing in their personal life and what they do outside of work. That's the contagious energy.

Matt: The biggest thing for me is to just show up excited for every small opportunity. Whether its working on a support case, or for our huddle meetings, or the opportunity to connect with each other in person - I just try to make the most of it, and I try to take advantage of the time I get with the team.  With a lot of other jobs out there, they wouldn't care about us outside of the work hours, and finding a team that I fit so well with - professionally and personally makes things so much easier and exciting.

A day in the life of these all-stars

With an ever-changing schedule varying from recent client go-lives, to training webinars, writing up knowledge articles for front end users, or producing internal support processes to help set people up to perform any audit needed - the team continues to bring in the best quality of work while having multiple spinning plates to manage.

"We've also introduced Customer Walk-in Support sessions", adds Cait. "With the goal of resolving cases as efficiently as possible, we've added an additional channel for customers to connect with our team."

With the Success Team working on numerous cases at all times, they still make time to connect with each other, and schedule check-in points for specific clients. It's all in a day's work to keep their team (and their customers) running like a well-oiled machine.

The face-to-face Zoom calls have positively encouraged open conversations, not just about system changes and troubleshooting errors, but also exploring customizations that can elevate their system to the heights they need.
What does good customer success look like? What are your guiding principles?

Janet:  Accountability is so important to maintain good customer relations.  Making sure you're asking the right questions, as well as being able to receive constructive feedback too. A great way of qualifying a good week’s work would be if I've worked on an unbelievably hard case and was able to finally solve it. Going above and beyond to solve a problem that results in a very happy customer is a good day’s work for me.

Cait: It’s efficient and effective. It’s not just fixing any issues, it’s solving a problem holistically. We ask questions... who else does this impact and how big is the impact? Do other customers need to know? Should this be packaged so everyone can benefit from this?

"Proactively fixing issues and communicating clean ups on behalf of our customers show we are thinking ahead and we care about them."
Favorite thing about working with the team?

Matt: My corny but honest answer will have to be the people. The job isn’t always fun dealing with difficult case scenarios no matter what kind of a day you’re having, but when you know your team is there, showing up for each other, and can still have a chuckle to lighten the mood, it makes for a pretty good support system.

Janet: I find it to be a really unique company and the team is incredible. There's a collaborative nature in everybody. I love to learn new things, and when every case we work on is different, there's a lot of learning that's had! It's a really, really positive experience.

Now for some fun stuff!

If you could take 3 things with you to a deserted island - what would they be?

Matt: A generator, a military grade shovel with an ax on the other side, and a Star Trek Tricom Badge.

Janet: My husband, my cat and a great pair of hiking shoes

What’s a topic you wish you knew more about?

Matt: Probably AI or Quantum Computing

Which animal would best represent your personality?

Cait: I think I'm a Dolphin. I love to have fun and not take things too seriously, including myself. I've learned that I need to find confidence within and trust my instincts and decisions. Making mistakes is okay and failing is not the end of the world, it's how we grow and learn.

Let’s wrap it up!

While they may be actively working on a variety of projects, rest assured they’re never working alone. The Customer Success team (even though remote) remains very connected through opportunities to collaborate and socialize outside of all the hard work.

Each of these all-stars agreed on this - the level of support and dedication from their fellow team members has allowed them the opportunity to reach their full potential, be a motivation to succeed, and confident to tackle the biggest challenges as a team.

One of our founding values since the beginning has been work hard, play hard. As we've grown, this has never changed. We want to do fun things, laugh, and celebrate, and if we can do good at the same time... we're set. Are you ready to join us on this journey?

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