Job Title: Manager, AppExchange Customer Success
Start Date (Month & Year): April 2013
Tell us about your background: I first started working at Silverline nine years ago as a member of the Product Sales Team, selling our products on the Salesforce AppExchange to new customers. I am now the head of Customer Success for our calendar product CalendarAnything, which is the #1 calendaring app on the Salesforce AppExchange.
I consult our clients on the various ways our product can solve their unique use case. A medical device company, for example, may use our calendar to visualize which hospitals to sell their robotic surgical machines to whereas a retailer might use our calendar to visualize when to launch their promotional advertisements for the web.
Tell us a fun fact or something interesting about your journey at Silverline? I am a fan of contemporary and modern art. Our office is in the heart of Union Square in a huge industrial loft that used to be Andy Warhol’s private paint studio, which is now a historical landmark.
What does your average day look like? As a CSM, I am always working with our customers to gather product feedback on improvements, bug fixes, and feature requests to our roadmap. I am the first line of defense for our clients’ needs and communicate these needs to our developers.
I tangibly contribute to our customers’ success by aligning their goals and needs, and exercise best practices as their trusted advisor to deliver ROI during their entire life cycle from onboarding, expansion, and renewal.
How did you find out about Silverline? I applied to Silverline through a career search engine in 2013. At the time I was in retail and selling made-to-measure men’s suits on Wall Street. I wanted to transfer my previous customer service experience in B2C sales to B2B consultative solution selling, and was so fascinated in working for a multi-tenant cloud-based SaaS CRM.
What motivates you at work? I really enjoy interacting with customers from all around the world and seeing the various ways they are utilizing our app. I love consulting our clients on the multitude of ways our product can solve their unique business processes.
It’s great when we can truly help organizations make an impact on the world for the better. One nonprofit that utilizes CalendarAnything is a foundation committed to climate action, bringing combined expertise in climate science, public policy, economic and social development, and strategic philanthropy.
Our calendar is exposed through their Partner Community, where they work with endowed foundations/funders for climate change mitigation consulting on where they can manage their funding more effectively.
What are some interesting challenges you face? One of my biggest challenges is making sure that all of our clients are updated to the latest version and are utilizing our app to avoid preventable churn. We want to make sure that our clients are happy and taking full advantage of the product they’ve purchased and see the true power of our tool.
What new things have you learned since you began working at Silverline? While at Silverline, I have worked to acquire my Salesforce Admin and Developer certifications as well as take a course in Web Development, HTML, and CSS. A great perk about working at Silverline is the encouragement to learn outside of work. If you want to take a course or workshop for your professional development you can utilize our perks in continuing education.
What is your favorite perk at Silverline? Being location independent. During my tenure here I have been fortunate enough to work remotely for a month in South Africa, Germany, England, Columbia, and Costa Rica. It’s great to be able to have the opportunity to immerse yourself in a new culture and see what it’s like to live as a local and not a tourist in a new place.
What do you think makes Silverline and its diversity programs successful? Silverline truly promotes an inclusive place to work. Throughout the years I’ve been at Silverline, we truly try to be an organization made up of people from different cultures, make an effort to bring more diversity to our leadership staff, and put an emphasis on hiring people with unconventional or different backgrounds so as not to exclude anyone from applying here.
Why is Silverline’s observance of Black History Month important to you? This is a great question! The other day I was watching Martin Luther King Jr.’s “I Have a Dream” speech. It’s so important to be aware that there was a time in the not-too-distant past of our American history where people were oppressed, and despite the words in the Declaration of Independence, “all men are created equal,” this did not apply to everyone. We should never forget our history nor take our freedom for granted as our ancestors and allies paved the way for our future freedom. We have come a long way as a society, but there is still a lot of work that needs to be done in civil rights for all. We must not forget our past to improve the present for our future generations.
What is your favorite memory from working at Silverline? The second year I worked for Silverline they sent our whole company to Dreamforce. It was such an eye-opening and educational experience. Salesforce technology is always changing and it’s really important to stay abreast of the changes and remain a knowledgeable expert for our clients. Attending Dreamforce was like going to Salesforce University and I immersed myself in lectures and workshops every day.
What do you hope for your future and the future of the Black community at Silverline? I hope for my future and the future of all work spaces at large, that regardless of someone’s color, creed, gender, sexual orientation, age, disability, or social economical background, they are afforded the same opportunities. Silverline is doing a great job of creating a space of diversity and inclusion from workshops on confirmation bias to partnerships with organizations like PepUp Tech. We are creating the foundation of being a model organization in our diversity and inclusion initiatives.
What advice would you give someone considering a job at Silverline (Black or otherwise)? I would tell them not to get discouraged, apply and just go for it! As a woman of color, I know it can be intimidating as a minority to work in a space dominated by men, especially when you don’t see many people that look like you and you start with little or no previous experience. I can say firsthand that coming from a totally different industry, I experienced a lot of growth in my first few years. I am so grateful that Silverline believed in me and fostered me to grow and excel to reach my fullest potential.
Interested in a career at Silverline? Check out our Careers page for open positions!