At Union Metrics we work hard to build the best products we can in the world of social media analytics, and that takes a lot of different talents. So one employee at a time we’re sharing what a day in the life of our jobs is like.
Seeing a name like “Customer Success Manager” gives you an idea of what kind of work goes into that role, but there’s nothing better than an explanation from the person who lives it to understand it. With that, we give you a day in the life of Amar Puri, one of our Customer Success Managers at Union Metrics.
Everyone is competing for attention, and social media success comes when your content stands out in a sea of noise.
You’ve got to know your audience to deliver a product or campaign that they will respond to and participate in. To me, there’s no better way to craft your strategy than by using social media data to inform it from ideation to execution. And I’m here to help folks do just that.
When you zoom way out from the details of my screen, you’ll see me furiously typing away, clicking through screens, like all of today’s computer-based workforce. I spend most of my day communicating by Slack, email, web conference, social media, and phone, in that order.
But it’s not the means that make my job interesting or fun; it’s the content and the people that do that.
To me, customer success at Union Metrics is all about making sure our customers are trained and empowered to use our product’s capabilities to the fullest. Whether you’re in the strategic planning phase, implementing a campaign, or reporting on progress, we can help you see what separates the extraordinary from the mundane. Our product is your secret weapon, and I’m the Alfred to the analytics Batman.
I start each day getting a clear lay of the land and setting priorities. In our daily standup, we (the success team) huddle to share tactical and strategic updates. From then on, it’s a mix of responding to inbound communication from my customers, developing and implementing trainings, reaching out proactively, or helping out with any other issue that gets punted my way.
While my job faces the customer, everyone here is working towards the same goal: A user-friendly product that delivers best-in-class analytics, and there’s no shortage of interesting folks doing interesting work here “behind the curtain.”
Our cross-communication and feedback loop ensures that all kinds of customer feedback gets bubbled up and consideration is given to every detail of the product with the user’s need in mind. It’s an inspiring effort here at Union Metrics, and I’m proud to be a part of it.