We recently caught up with Diana Angelilli,
Customer Success Manager on the US team to share with us what an average work day looks like for her and why she loves working at Recite Me.
“With so many different responsibilities, every day in the life of a Customer Success Manager is unique. I love interacting with different team members and working with our clients to make their websites more inclusive and accessible!”
8:00am:
As a dog mom, I am usually woken up by two anxious pups to get out for their walk. After getting a nice little walk in and (hopefully) some sunshine, I like to start my day with a healthy breakfast to get me through the hustle of the morning. I typically cook a quick meal of eggs and fruit while catching up on the news and a guilty pleasure of checking in on social media.
9:00am:
On any given day, our Customer Success Managers can juggle dozens of different accounts, tasks, and internal meetings/interactions. Before diving into the day, I like to make sure to create a plan for the day and organize some time for any unexpected questions that arise from customers to ensure everyone is taken care of. One more thing to make sure I don’t forget - always have a cup of coffee on my desk :)
10:30am:
Now that my day has been planned ahead, I start to dive into onboarding new customers and getting Recite Me implemented on their site! I typically jump from Zoom meetings to address any last-minute questions and pull in our dedicated Customer Support team as needed for some technical assistance.
12pm:
We have a lot of really great lunch options around our Reston office! I love grabbing lunch with coworkers or local friends in the area. This week, I had the opportunity to grab lunch at Honeygrow with a few members of our sales team and also enjoyed a catered lunch in the office to celebrate the end of the summer!
1pm:
Once back from lunch, I typically follow up on support tickets that were being worked on for my customers the day before and escalate where needed. While my job is not technical support, my goal is to make sure customers are receiving the best service possible from Recite Me.
3pm:
During mid-afternoon, I typically review the progress of customers currently in the onboarding stage. I also schedule any new initial onboarding calls with new customers., which is my favorite :) I love the energy and excitement of these calls when customers have taken the leap to make their websites more inclusive and accessible.
4pm:
We typically schedule a team catchup call toward the end of the day. We brainstorm and discuss new procedures and processes for overall customer experience and our Customer Success team.
Right now, a lot of time is spent on making sure we leverage our CRM, HubSpot, to organize customer accounts and engagement in the best way, and that we have all the resources we need to continue to grow and serve our customers better.
5:30pm:
To wrap up the day, I typically follow up on daily progress of support tickets and update customers where necessary to make sure the following day goes smoothly.
With so many different responsibilities, every day in the life of a Customer Success Manager is unique. I love interacting with different team members and working with our clients to make their websites more inclusive and accessible!
6pm:
During my commute home, it’s a great time to reflect on the day and kick back to some good tunes (guilty pleasures include some throwbacks from the 80s and 90s). Once I get home, it’s time to walk the dogs, cook dinner, and relax in preparation for the next day :)