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I love to help others succeed and the opportunity to be on the other side of the implementation process where I could use both my technical skills, with the soft skill and human side of it, felt like the best of both worlds. I had spent years being on the receiving end of an implementation strategy and felt Eagle Point and my role was natural fit with what I love to do and thrive on. I also fell in love with the Pinnacle Series platform when I saw it. I could see so many potential opportunities to help managers and human resources departments with delivering training, tracking and reports, sharing of information…all challenges I had faced in through out various roles in my career.
Building long lasting relationships with our clients and my colleagues.
As the mother of four very active children, most of my free time is spent at a baseball field, skate park, swimming pool or simply enjoying whatever activity or latest video game they are into. I am also the youngest of seven (yes, I’m the baby), so there are always invites on my calendar to meet up with them and their extended families. I also married in a “KC Chiefs” family (my husband is from Kansas), so during football season it’s watching football and an occasional trip to a game.
Yes, an English Shepard, Rocky.
The farm where I grew up, still in our family and run by my brother and his sons.
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?
