We at Entelligence have been blessed with a great team of people who love what they do and elate our clients and customers, both internally and externally. In an industry where more than half of the people are looking for greener pastures at any given time, we are surrounded by team members who want to be here and show it every day by doing amazing work.
We decided that we would shine the spotlight on some of our team and learn a bit about them and why they love being a part of our mission to delight our clients.
Today, we’re talking with Michael Young, Customer Relationship Manager extraordinaire
So, Michael, tell us a little about your background.
I guess I’ve always been in customer service in one way or the other. Before coming to Entelligence in February 2011, I was with EMC for six years and in data storage for a total of eight.
Tell us about what you do every day.
I would say that I’m in a unique role here at Entelligence. I am the first Customer Relationship Manager the company has hired. In this role I find that I am more of a coordinator and resource manager than anything else. I have two customers: the internal account team and the external customer, a very large financial institution.
You’ve performed really well in this role. What would you say has contributed to your success?
I’d say that it boils down to four core things that I make a habit:
o I’m available 24/7 when the customer needs me
o I never over-promise
o If I can’t do something, I own up to it
o I give solid, accurate, and timely communications. One thing that has kept me out of the ditch is I am CONSTANTLY communicating about where we stand on EVERYTHING.
How has Entelligence contributed to your success?
My manager, Helen Meyer-Smith, has been fantastic. She’s a manager that will be there to support you, and she’ll point out areas where you can improve. Then, she’ll support any changes you make to insure success. And, let me just add this: Helen is NOT a micromanager. I LOVE that! She checks in with me and the client. If everything is OK, she leaves you alone to do your work. If not, she supports you. I believe Entelligence looks for self-starters, so this kind of leadership and trust works beautifully.
What do you like about Entelligence? Why do you stay?
I have worked in different roles for different companies for a lot of years. I can honestly say that I have NEVER worked for a company that has done so many things to make me and my family feel so needed and appreciated. They send out birthday cards with gift cards, not just for me, but for my wife and kids, too. They do a lot of things like that to let me know they like me and they want me around.
Any advice for people considering a career at Entelligence?
Yes. In whatever role you find yourself in, be a sales ENABLER, not a sales INHIBITOR. And, here’s the difference: I always try to stay cognizant that any communication with the customer could result in a “positive” or “negative” reaction or even a more beneficial or dangerous reaction- a perception. The reaction or perception is not always directly communicated back, but instead is felt by the Account Team as either increased or decreased revenue. So, everything I do should help increase sales, period. There’s no middle ground.
Interested in becoming an Entelligence Rock Star? Check out our job openings here.