Blog
Notes:
Every manager I’ve talked to has many ideas they’d like to implement, but the reality is there are limitations set by the upper management and we might need to get creative in order to achieve the goals set for us by that same management.
Today we go through Kathryn Prudence’s 11-year career at Absorb, starting from support and the stops along the way to becoming a Solution Engineer Manager. We cover some of the challenges she faces along the way and some of the decisions she’s made to improve the workflow at her company given the previously mentioned limitations.
Key Takeaways:
- A brief insight into Kathryn’s background.
- Did Maternity leave affect her career?
- What is customer success? The handoff
- Diversifying Calgary
- Recruiting globally, and hiring rookie SEs.
- How supporting her rookie engineers has changed since becoming a manager
Quotes:
“I just kind of, I just kept rolling. And every time I came back there were more changes and I just kind of rolled with those changes and um, it didn’t really affect me really.” – Kathryn Prudence
“So before, CSM would do everything and then we thought that was too much. So now there are two specific roles, like an onboarding role who on boards the client and then the CSM who then, owns the relationship after they’ve been boarded. So the continuous journey of the client.” Kathryne Prudence
“Clients don’t know what questions to ask when they’re implementing an LMS. We’ve actually got a new role under pre-sales, which is specifically for implementations. And her goal is to make sure to make that handoff. Kathryn Prudence
And one of the issues that a lot of SEs have is when they have to do scoping, but they’re not, they’re not implementations engineers, something is going to be missed. And if we tell the customer that that’s the scope of work, that’s all we need to do. – Ramzi Marjaba
“They most probably didn’t even know what a solutions engineer was prior to applying.” Kathryn Prudence
