Power Through Your Day as a Success Manager

Vanny Uat, Ytel |  
Ever wondered what a day in the life of a customer success manager looks like? With trainings, new products to learn, projects to manage, troubleshooting and much more... balance is key! No day is ever the same and it's never boring. Read on for some unique insight from one of Ytel's very own Success Managers, Vanny, who shares what it takes to be a success manager, key qualities you need to find success in this role, and a few tips along the way. 

Ever wondered what a day in the life of a customer success manger looks like? With trainings, new products to learn, projects to manage, troubleshooting and much more... balance is key! No day is ever the same and it's never boring. Read on for some unique insight from one of Ytel's very own Success Managers, Vanny, who shares what it takes to be a success manager, key qualities you need to find success in this role, and a few tips along the way.

1. How do you challenge yourself at work?

I love tackling tasks, learning new products and utilizing the tools I already have in different ways. I enjoy taking on new challenges within my department. With customers, pick up the phone and get to know your accounts to see if you can drive their business to the max with your products. INNOVATE!

2. What are the key activities you attribute to your success during the workday?
  • Waking up early
  • Hearty breakfast
  • Maintain an active lifestyle
  • Favorite playlists
  • Take breaks
  • Functional fitness (trail running, hiking & droning)
3. If a customer is unhappy with their experience and needs an immediate resolution, how do you take this experience and turn it into a positive one? 

Resolving the problem and getting customer feedback is the most important thing for my team. Anything is possible in this industry… meaning anything can be fixed! I work closely with my team and find the best steps forward, then I get that customer on the phone and work out a solution, and make sure they're happy and satisfied.

4. What motivates you outside of work? How do you apply this to your goals as a Success Manager?

When you feel confident in your personal life, it translates positively at work. One thing I enjoy is trail running in the mountains of Orange County, the sounds of nature influences me to get creative; the hills are like those hurdles I face with customers all week long, but my legs are strong so I can overcome those challenges! Achieving my fitness goals helps me to achieve my career goals because they go hand in hand, and I can apply the same dedication each day.

“It’s a chain reaction. If you’re feeling good and come to the office ready to work hard, that vibe translates to your team members and customers, too.”

5. Best experience as a customer success manager? 

Visiting Everett College in Washington to train a group of students on becoming agents with our Cloud Contact Center system. Having Ytel’s system in the hands of students was really cool to witness. While Ytel works primarily with for-profit businesses in verticals like solar, mortgage, loans, traditional call centers and workforce management systems, now we’re working with education systems and students.

Education is a big push and I enjoyed running that training; helping the students get a taste of using call center software in real-world situations. 

6. Favorite customer success story during your time at Ytel?

When customers tell me, “We’ve really enjoyed our experience with you. You’ve helped us drive a lot of revenue and we’re going to send you more traffic and scale our business on your system, thanks to the work you’ve done with us.”

For example, I set up trigger notifications for a customer with an API integration to work with our system to alert agents if they miss a call. These notifications include the customer’s information in the message. This is one way I use my industry knowledge to help customers (in a way they were unaware of) to be more efficient with their calls. This reduced their callback time and helped keep agents on track.

A lot of my work is done behind the scenes, but it's crucial to the lifeline of customer's businesses. It’s important that I understand exactly what my customers are trying to achieve each day, so I can assist with building custom dashboards and reports for them to monitor on a daily basis. I am always testing new ways to implement software components together so my customers' technology can do new things for their businesses. 

7. Necessary qualities for customer-facing employees?
  • Being business savvy
  • Finding creative tailored solutions
  • Confidence
  • Product knowledge
  • Patience
  • Reliability 
  • Sense of humor

8. How do you handle stress?

Never take things too seriously. My role at Ytel is important and I help customers every day, and that’s really rewarding for me. Working out is a huge stress relief for me; I’m grumpy if a few days go by and I haven’t worked out!

9. What’s the biggest motivator as a Customer Success Manager to succeed?

Learning and understanding our products and and helping customers discover how they can grow their business. Coming to work knowing there's a business out there that you can fine tune in a powerful way... that's my motivation! 

Educating customers on the latest technology and remaining valuable to them is a huge motivator for me. I like being the go-to guy for advice. For example, a lot of companies are still using traditional setups like hardphones and email, while more modern tech companies opt for web-phones and tools like Slack for in-office chat. My customers appreciate having a Success Manager who provides them insight on technology that will make internal communication easier. 

Ytel Operations just celebrated its’ most successful onboarding program yet in Q4 2016 with a 96% success rate! Learn more about how we prioritize customer onboarding here.

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About The Author

Vanny Uat, Ytel

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Vanny is a Customer Success Manager at Ytel. He works hard every day to get customers onboarded, trained and up and running on Ytel's systems. Vanny loves working with our customers and all the unique industries and personalities they bring to the table. Outside of Ytel, he loves trail running, working out, and flying drones.


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