|Learn more about how the ServiceCore Customer Success department is growing and evolving as we sit down with our NEW Head of Customer Success, Cris Sample. Cris has already made big moves in the last 3 months as she pushes for positive change and continues to build relationships with our customers.|
Read on to learn more about Cris’ goals, our customer service, her favorite part of being in the waste industry, and a little glimpse into her family life.
Q & A WITH CRIS SAMPLE
How long have you been a Customer Success Manager? I have been in Customer Success for over 10 years. I started out on the support side and then eventually switched to Customer Success.
What inspired you to play such a big role in the customer experience at tech companies? Early in my career, I would spend hours on the phone with customers, learning their needs and how our product served them. I quickly realized the importance of being an advocate for my customer and ensuring their voice was heard internally.
What is your role at ServiceCore? I am Head Of Customer Success- Which means I serve 2 groups. 1. My customer 2. The Customer Support Team.
What are you most excited about in your new role at ServiceCore? The ability to learn a new industry and to be a part of a product that really makes a difference.
What changes have you implemented at ServiceCore in the first 3 months? I have a picture in my office of a pair of shoes, which helps to remind me to always put myself in my customer’s shoes. While leading this department, it is my mission to create a customer experience that our customers truly enjoy. I believe in meeting our customers right where they are. We are currently working to improve our reply time, serving more customers via channels that they prefer. Such as, telephone calls. Our team is working hard to change the way we serve customers.
Where do you want to take ServiceCore’s customer service in the next year? To a World Class experience. I want our customers to know that ServiceCore is an extension of their team. We are a company that cares about their business and its needs.
What is your favorite part of being a part of this industry? The people! Everyone that I have met is incredible and some of the hardest working people I have ever seen. It really pushes me to give everything my all, because I know my customers are working just as hard.
Favorite thing about ServiceCore? Everything! ServiceCore has a great company culture and being a part of an organization where I matter is a great feeling and one that I am easily able to reciprocate to our customers.
Your first event was the WasteExpo in Vegas. What was that experience like for you? It was amazing! I got to meet some of our customers, hear their experiences with our product and take notes on areas we can improve on.
What’s your favorite story to tell? During a tour of NASA headquarters in 1961, John F. Kennedy encountered a janitor mopping the floors. “Why are you working so late?” Kennedy asked. “Mr President,” the janitor responded, “I’m helping put a man on the moon.” This is my favorite story, because every person at a company matters, regardless of their role.
Tell us about your family? My husband and I have been married for 9 years and have two kids-(Boy 8, Girl 6) and 2 dogs. I am originally from Texas and often say “y’all.” My kids play sports so that consumes my free time. We are your average overly competitive family.
Is there is anything you would like to tell our customers? Absolutely, I with our support team are here to truly be an extension of your team. This means truly serving you and your business’ needs. Our team will be reaching out to our current customers to learn more about your experience with ServiceCore and how we can serve you better.