CloudTalk: Navigating Customer Success

No two accounts are exactly alike — that’s why our customer success team thrives on supporting a variety of cases. Margaret Thomas is ReadyTalk’s Senior Customer Success Manager, and she has a knack for accommodating every buyer type on the cloud. Check out her thoughts on quality service and delivering creative solutions across all of our product lines.  

 

Q: How many years have you worked at ReadyTalk?

A: I’ve been here for seven years but originally started as a strategic account manager. But this isn’t my first rodeo in the web conferencing industry — I also worked for a larger corporation for 10 years prior to ReadyTalk.

 

Q: What do you like most about your job?

A: Every day is different. Every budget is different. Every person is different. I enjoy hearing about a customer’s needs, and then brainstorming with my team to develop the best ways to accomplish their goals. In other words, I offer consultation, training, and onboarding for our accounts so that they’re ready to host a meeting or event. There’s a bit of flexibility in my role because each company has a unique use for our platform. It happens a lot that a customer will say, “Hey Margaret, I want to do x,y,z,” and it’s up to me to figure out the best plan for them.

 

Q: What types of customer interactions motivate you?

A: Whenever I legitimately help a customer and make an impact on their experience. Sometimes a ‘thank you’ email from an account is one of the best feelings. An honest, genuine, appreciation of our work together really goes a long way. Obviously, that’s what I’m here for — but the acknowledgement means that we made a positive difference in their day. It means I didn’t let them down or leave them hanging, and that’s what they want. More importantly, for their sake, they were able to execute effectively based on our guidance.

 

Q: OK, where do you really love to spend your time?

A: The summer is consumed by baseball. Otherwise, I’m with my fam up in the mountains! My husband and our two sons love to get out of dodge on the weekends. We all love the outdoors and it’s why we’re here in Colorado! In the winter, they’re skiing while I read or hit the spa. No complaints! Haha.

Want to take your cloud services to the next level? Give our customer success team a call today!

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Justin McHeffey

Justin McHeffey

Justin is responsible for creating content and generating leads for ReadyTalk’s Webcast and Webinar solutions. Focusing specifically on the marketing buyer, his work includes email nurture and cross-sell programs, sales enablement, collateral development, and hosting webinars for customers and prospects. He has held a wide range of marketing and communications roles in retail, event promotion, and the news media. Justin began his career as a TV meteorologist where he grew a storm chasing fan base and improved market position for the CBS affiliate in Denver.

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