Interview with Eric: Strengthening the Customer Success Team
Hi Eric! Thank you for taking the time to do the interview. Can you briefly introduce yourself?
Hi, I'm Eric Galinski, 31 years old, I'm from Bad Kreuznach and have been part of the Customer Success Team at Local Brand X for almost two months. I've lived in Mainz for over twelve years and would now call myself a Mainzer. I actually only go home when I visit my mom (laughs).
You've been with us for a few weeks now, what was your first impression of Local Brand X?
Quite professional indeed for the age of the company. I was quickly familiarized with a wide variety of processes, which were simply super structured. During the job interview, Yannik told me a bit about the processes that exist to familiarise himself with all these systems, processes and knowledge centers. But I didn't expect it to actually work in such an orderly and smooth manner. Now I'm looking after my first own customers soon, so I'm really excited about that.
What does your working day look like, what do you do all day?
Since I haven't been on board for too long, I'm of course looking at the local marketing platform holistically. Although I was able to gain experience with marketing portals when I worked in retail marketing for Volkswagen, I didn't get much insight into the backend. As part of the onboarding process, I was then given the task of questioning the information in the Knowledge Center and general processes. And there have now also been some optimizations that have already been implemented with the developers. Points that improve the system in general, i.e. both the local marketing platform itself and the Knowledge Center.
What tasks do you have when you take care of customers?
I think of the customer-specific tasks that will then hopefully determine my everyday life. In other words, from setting up the system to developing advertising measures to customer support and the associated problem solutions. Create Jour Fixe appointments with customers, presentations and reports and inform customers about what's new in our system. I think it's going to be part of everyday life.
Did you always want to work as a project manager or what was your dream job as a child?
I always wanted to be a policeman. I also applied once, but unfortunately that didn't quite work out and was then eaten for me too. That's when it came to sports studies, which I then applied quite broadly, as the prospect of a job was pretty poor due to corona. In the end, I found something pretty quickly and started as an account manager in retail marketing in the automotive industry. I would say that being this interface between customers and internal departments also suits me very well because of my structured way of working. I had also applied to Local Brand X as a working student two years ago and had always kept a small eye on this company ever since. When this job was posted and I saw myself there again, I simply applied and it worked relatively well, as you can see.
You said that you had already kept an eye on Local Brand X for a long time, what is different here than with your previous employers?
At my last employer, everything was just super distant. In other words, both from employees and from management. Of course, this was also partly due to Corona — but you can't compare that at all. It's just super pleasant to work here and you don't have the feeling that you don't get along with anyone at all. That simply makes the whole working day super pleasant.
That sounds good. What has been your personal highlight with Local Brand X so far?
The opening party was really cool and even the pasta Wednesday is always very relaxed and delicious. But I haven't had a real personal highlight yet.
Thank you Eric for your time and good luck with your further work here at Local Brand X.