A Personalized Experience: How FloQast’s Brittany Shaw Works Closely With Enterprise FloQast Users
May 22, 2019 | By John Siegel
As ubiquitous as the adage "The customer is always right" is, customer service in 2019 is as tricky as it's ever been.
When FloQast launched in 2013, we made our clients' success our central focus. Nearly six years, three offices, 140 employees, and dozens of new customers later, that priority hasn't changed. To attend to this, our customer success team is tasked with more than just onboarding and training new users — they're there to explain new features, address concerns, and offer best practices for using our award-winning close management software.
Since joining the company in 2016, Brittany Shaw has worked with a number of FloQast users to ensure they're getting the most out of the platform. As an Account Manager, Strategic Accounts, the University of Oklahoma graduate works primarily with enterprise clients where large numbers of users utilize FloQast on a daily basis.
Recently, I caught up with Brittany to get a better understanding of how she works with her clients, how she collaborates with a multitude of departments within FloQast to ensure customer success, and whether or not her beloved Sooners can sustain their streak of college football success.
What does an "Account Manager, Strategic Accounts" do on a day-to-day basis?
I work mainly with public customers — typically larger teams that have a greater emphasis on controls. A significant part of my role is to serve as a customer advocate; I often function as a liaison between our customers and all internal FloQast teams (e.g. Product, Customer Support, Engineering, etc).
"By working with our customers in a very consultative manner, we find they are able to reach the highest levels of success."
I engage regularly with customers via strategic quarterly reviews to evaluate their needs and educate them on the full value of the FloQast solution. Additionally, I still like to dabble in solving support tickets, because even though we have hired a support team, one of my favorite things to do is fix any issues that arise for our customers.
How does the FloQast Account Management team set customers up for success?
The Account Management team is continually assessing and analyzing customer progress towards their close goals, ensure any account issues are resolved quickly, and also present the product roadmap with emphasis on the features most relevant to each specific customer. We also point out areas of under-utilization or opportunities for improvement and make recommendations to reach a place of optimization. By working with our customers in a very consultative manner, we find they are able to reach the highest levels of success.
In your time with the company, how has the approach to account management evolved?
We have added seven more Account Managers since I first started, and we have separated out the responsibility by territory. We have a couple of account managers working exclusively with West Coast accounts, a couple who work with East Coast Accounts, and one who works with the Midwest accounts. This was a strategic decision so the Account Managers can spend more time traveling within their territories and meet with their users in person. We have found that personalization is key to having the best customer experience possible. Additionally, we have really prioritized staying on top of industry trends and changes to regulations in the world of accounting in the last couple of years.
Should a customer encounter any issues with the software, what would they do?
The customer would reach out to our support team and their designated Account Manager to get the issue resolved! Our support team is based in Ohio and they are customer service rockstars. If the issue is related to product feedback, the AM will communicate with Product Management to help shape our roadmap development. We even introduce our customers to our Product team, so they have a direct pipeline to future developments.
BONUS: Will Jalen Hurts be able to make it three Heisman Trophy winners in three years for Oklahoma football?
Of course! [Head Coach] Lincoln Riley knows what it takes for these quarterbacks to get win the coveted Heisman trophy. I'm excited to see OU play locally against UCLA this next season here in LA.