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After college, I got started in the software industry as an Implementation Specialist. The time and experiences I had in that role helped me to realize the potential that companies can achieve by utilizing proper technology in their day-to-day business. As a client-facing representative, I also found the value in maintaining customer advocacy to ensure the most successful outcome when implementing change in their organization from a technical perspective.
When I began hearing amazing things about the culture of the company and the value that Pinnacle Series provides, I believed that Eagle Point would be a great fit for me.
My favorite part my job is the people I get to work with. Everyone here is truly welcoming, and just wants to see everyone succeed.
Outside of work, I like a lot of outdoor activities like kayaking, fishing, and golf.
I have two dogs, Tullamore Dew and Finnegan.
Fenway Park, Boston, MA. Go Red Sox
CSMs partner with our clients throughout the lifespan of their subscription to drive value and success by ensuring alignment between their goals and the Pinnacle Series platform. They are the main point of contact for our clients and assist with things like goalsetting and the platform’s rollout.
But we aren’t the only members of the Customer Success team you’ll interact with – learn more about the other Customer Success roles here.
During the initial Implementation Planning meeting, I’ll get acquainted with your organization and learn who will be impacted by the upcoming implementation of Pinnacle Series. Click through the questions below to prepare for this meeting.
Leveraging the information our team learned during the sales process, I’ll use this conversation to get to know your organizational structure, culture, and values on a deeper level. The target of this conversation is to align the Pinnacle Series solution implementation with your company’s mission and initiatives to ensure it will be well received by the staff you expect to utilize the solution.
To prepare for this initial call, I recommend first considering who needs to be a part of this initial implementation planning meeting (see “Who should be involved with implementation planning?” below). Then invite them to join our implementation team.
The following questions will help you better prepare for the meeting by helping you think about how your organization wishes to get value from the Pinnacle Series.
What will implementation and utilization of Pinnacle Series produce?
First and foremost, your organizations’ main contact person or people (1-3 people) for the implementation of Pinnacle Series should be present on this initial call. In addition, I recommend that you invite individual(s) who understand your organization’s 2–5-year strategic plans and vision. This higher-level understanding will help ensure strategic alignment to drive long term value for your team. Lastly, we often encourage teams to engage with individuals leading your users.
Engaging with these team members as direct stakeholders will ensure cohesive messaging throughout your organization.
Setting clear and measurable goals gives me precise directions for your Pinnacle Series implementation project plans.
Setting clear and measurable goals will help us to articulate the exact value your team is wishing to obtain through implementing Pinnacle Series. During this call I will ask questions like: who will this implementation be impacting, how many users will you have, and where are they located? We will be working to generate alignment between the organizational mission and initiatives you have already shared with me to create specific, measurable, attainable, realistic, and time lined goals.
For goal setting, I recommend you invite individuals who understand your organization’s 2-5 year strategic plans and vision; individuals who oversee the teams of employees that will be using Pinnacle Series; and the individuals or group of people in charge of implementation.
I encourage you to think about the following questions prior to your goal setting call:
What does success look like utilizing Pinnacle Series?
