I joined Mediafly in 2015, but before that I worked at Nielsen, a market research company. I was in their emerging leaders rotational program, where I was able to try a lot of different industry positions and discover what I liked and where my strengths were. I knew I wanted to try something new, and that’s what led me to Mediafly.
I was referred by one of our backend engineers, Dave Kotas. He mentioned an opening for customer success at Mediafly. I got in touch with Lou Jacob, Mediafly’s VP of Customer Success, and began speaking with others on the leadership team. What really drew me in more than anything was the culture. Everyone was very positive and supportive, which was a really big breath of fresh air. Moreover, the product seemed really industry leading and I thought it was an interesting time to join, when Mediafly was going through a big growth phase.
At Mediafly, it’s really a jack of all trades, but it boils down to being a trusted advisor for the customer. You’re their advocate and leading resource on Mediafly, whether that be implementation, training, sales enablement strategy, best practices; all the way to some technical project management and support. It’s a very wide range, but focuses on the customer and being their internal advocate.
What I have going on usually varies. It can go from a pretty simple meeting, like a customer check-in call with someone I haven’t heard from in a bit, all the way up to an executive meeting on strategy to see how Mediafly fits into the bigger picture. I also have a lot of technical project meetings, so doing some management on customer specific projects. Another piece is onboarding, making sure any new customers are getting through that implementation phase going toward their launch. There’s usually a consistent bucket of what the customer success job falls into, and that’s taking care of the customer and their needs.
I see sales enablement moving toward more collaboration between the marketing and sales teams. With our customers, I’m seeing the wall between the two coming down to develop more effective content that serves both of their needs. My hope is that can become easier and easier, opening the door for tools like Mediafly to bridge the gap between marketing and sales. That in itself helps internal relationships at these companies grow as well.
I think the biggest one is being able to self prioritize. In our role as customer success managers at Mediafly, we’re not really micromanaged, we have the freedom to prioritize customer activity and projects, so you really have to use your best judgement. It’s a little different from time management because you can block your day all you want but what you start with can really impact your customers. I think another skill is empathy. All of our customer success managers really strive to put ourselves in our customers’ shoes and try to make their voices heard internally.
I like problem solving and this job is really rewarding for that. I feel like I’m constantly checking things off my to-do list, even though there’s more getting added on, it’s important to me and I enjoy that I am able to feel accomplished at the end of the day. I think it adds a lot of my happiness at Mediafly, because it feels a lot more rewarding in the long run.
It was December of 2017, and we were in the new office overlooking Millennium Park watching the ice skaters. Whitney, another Customer Success Manager, and I had a slow lunch hour and we kind of jokingly said, “what if we just went ice skating right now?” We took 30 minutes and just went ice skating in the middle of the day, which I think is a good testament to what working at Mediafly is like. Everyone being cool with us taking that break, an office in a great location, and awesome coworkers who want to do those kinds of fun activities.
Whenever I’m talking with people who are looking for new opportunities, I always come back to these three things. The first is the culture. Carson, our CEO, does and tries very hard to maintain the culture we have. I’ve been very impressed with that over the years of our growth, everyone’s still just as supportive and friendly as I found in the interview process. Another is a great product. I think it can be hard to work as a company where the product doesn’t shine. I feel like everyone at Mediafly believes in our product, and that makes it really easy for me to talk to customers. The final piece is growth opportunities. I feel like as Mediafly grows there’s always more things to try and different projects to take on. It hasn’t been a monotonous five years for me, even though I’ve been in the same role it’s definitely not what it was when I started. Those are the big three factors that drive me to stay with Mediafly and work harder every day.