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Viewpoint Voices: A Q&A with Shiloh Metcalf, Viewpoint Customer Success Manager
Editor’s Note: Welcome to our new blog series, Viewpoint Voices, where we’re sharing some of the faces and stories behind the diverse and creative teams here at Viewpoint. From the folks designing the software you use to the people on the other end of the phone when you need support to the leadership teams and tech-minded professionals working to take your construction software (and your business) to new heights, these insightful Q&As will give you a peek behind the scenes!
We’re kicking things off with one of the folks tasked with making sure our clients are getting the most out of their software investments. Customer Success Manager Shiloh Metcalf talks about her start in software, her current gig and how she loves spinning two wheels in the hills of Oregon. Here is her Viewpoint voice:
Shiloh, what did you do prior to joining Viewpoint?
I actually began my software company journey in 1995 in sales. As a mom of three girls, I decided to eventually leave that company to spend more time with them. When I was finally ready to jump back into the job market, I landed a job at a new software company where I was tasked with developing a new department. Later, I left software to become a community coordinator at a fitness apparel store. My role was to create the best customer experience possible. There, I developed a passion for customer success.
How did you find your way to Viewpoint?
One day, I read about Viewpoint in The Oregonian (newspaper). My friend that referred me to my previous software job happened to be employed at Viewpoint. I took that friend out to lunch, interviewed and landed a job as a sales development representative. I really wanted to get back to my customer success roots and I really wanted to work for Amy (Ward, director of customer success at Viewpoint). Eventually, a role opened up in her department and that is how I became a customer success manager.
Tell us a little about some of your accomplishments as a customer success manager at Viewpoint
My big project is the first-year program. During the first-year program, I stay with the customer for an entire year … it’s really important to listen to the customer and acknowledge their business goals. I concentrate on becoming an expert on certain parts of customer success such as sales and product education. From helping with support cases to registering customers for the Viewpoint Collaborate user conference, I want our customers to get the most out of their software.
What’s the most important thing the construction community should know about software?
Purchasing an ERP is a big deal. To do it the right way, buyers need a customer success manager to help and guide them. They’re not just investing in construction software, but in a long-term relationship.
Can you give a specific example of how you have been able to contribute to a customer’s success?
I worked with a customer that transferred from one product to another. The main person spearheading the transformation had left the company. The owner of this company asked a brand new employee to ‘...go find out who can help you and learn everything.’ He had to learn how to find resources very quickly. This example stuck out because I was able to help the customer problem solve and he was so appreciative. Now, those are wins … helping customers troubleshoot.
What is your favorite part of your job?
Finding a solution for a customer is the best feeling. For instance, I was working with a customer who wasn't using all of his licences. I found out he had more users in the office than on the project side, so we ended up swapping some of his products to help him better utilize the licenses he had. He saw the value of this.
When you’re not helping customers succeed, what do you do for fun?
I love riding mountain bikes and stand-up-paddle boarding and camping. This spring, I got a brand new mountain bike that I’ve taken to Bend, Oregon and several other trails throughout Oregon. I also have two daughters in college and one in high school. I enjoy spending time with my family on and off the trails.