This month we introduce you to Natalie, Senior Account Manager.
Broadvine Account Managers are among the busiest people in the office. They onboard new customers, train users, provide technical support, conduct weekly update calls, gather requirements for custom projects, test new features, and work with the development team on customer-specific projects.
This past December, you celebrated your fourth year at Broadvine. Congratulations! Looking back, how are you and Broadvine different today than when you first started?
Growth Growth Growth – Broadvine had a smaller footprint in the market four years ago. There were hiccups along the way, but during that time, Broadvine has grown into a stronger, faster business insights tool. I am glad to have been here to witness that progress. I have grown as well. When I joined Broadvine, I had experience with accounting, data management, and reporting. With time and the help of patient teammates and great clients I have added hospitality insights to my skills list.
Account Management requires product expertise and strong communication skills. What other skills do you think are necessary for success in this role?
Empathy. When a client has difficulty performing a task or needs help meeting a deadline, it is important to understand the importance of this task or report to them and their business. A good sense of humor and knowing when to use it also helps to put nervous clients at ease. A good chuckle is an excellent antidote to stress and tension.
With your years of experience, you are obviously an expert in using Broadvine; however, there is always something new to learn. What have you recently learned?
Each time we add a new client and I teach them “how to Broadvine,” I learn more and more about the benefits of our services. I am also currently pursuing a Certification in Hotel Industry Analytics (CHIA) as well as studying industry standards and requirements for reporting.
For the past two years, you conducted live Budget and Planning workshops for a Broadvine customer. How would you compare the two workshops?
This was a great opportunity for Broadvine to partner with a client and their GMs at one location for two days as they worked on their budgets. The first workshop was also the first year this client used Broadvine for budgeting. “Budget Season” is stressful enough on its own, but they were also learning how to use a new tool. When the second workshop rolled around, users were well versed in “How to Broadvine.” With the addition of significantly improved performance and new features for budgeting accuracy, these GMs left the workshop as successful budget warriors.
What are the benefits of on-site workshops such as the budgeting workshop?
I think there are two key takeaways from these workshops. There is added efficiency and more teaching opportunities when Broadvine is onsite to interact directly with GMs and Executives. We can answer questions and provide solutions in real-time for the entire group. There is also an opportunity for Broadvine to gain real-life insight into how clients approach budgeting and how they use Broadvine to complete this process.
What’s your favorite part of being an Account Manager?
There are times when you teach someone a simpler way to complete a task or you might show them something cool they can do with reporting – and when they get it – you can hear them smile. That is a good day.
What is your theme song and why?
Carolina Girls…. they are the best in the world.
In case you missed it…..
Meet Max: Broadvine Account Executive
On his first day at Broadvine, Max was selected as a contestant in our monthly Mystery Game Show Friday. He was a Match Game winner that day and he continues to shine as the newest member of the Broadvine Sales Team.
You joined Broadvine about three months ago. What have you learned so far?
I have learned there is a real need for software like ours in the hospitality industry. I was very surprised to see property management companies still using Excel spreadsheets for budgeting and forecasting, and manually assembling their reports every day. Broadvine is a solution that saves time, increases accuracy and affects all aspects of the business.
Prior to joining Broadvine you worked for a much larger software company. What attracted you to Broadvine?
In my previous work place I was just a number (1 out of 600+ people). When interviewing with the executive team, I could feel the passion they have for this company. When the interviews were over, I had two job offers – Broadvine and a well-known software company. I chose Broadvine because I wanted to be part of something special and grow with this team personally and professionally.
Tell us about your typical day at Broadvine. I imagine it entails a lot of phone calls and emails.
Typically, I come in and write out a list of tasks I want to accomplish that day. These tasks mainly consist of setting up discovery conversations with potential customers. The resulting contacts could be through email or over the phone, but it is my job to show prospects that we truly have a product that will innovate the way they do business so they can focus more on the guest experience.
You studied education and sports management in college. What aspects of that curriculum have you found to be helpful in software sales?
I am a huge sports fan so it only made sense to take business concepts and make them easy to learn by relating them to sports. Working in sports management quickly teaches you that work ethic and attention to detail are extremely important. In software sales, you must also pay attention to detail in order to understand the customers’ needs. Often customers will not explicitly tell you what they need, so you have to structure your questions in a way to bring out their pain points. The strong work ethic speaks for itself. Making calls all day isn’t a glamorous job for most people, but I enjoy connecting with people and finding ways to improve their business.
Software, in many ways, is simply a tool that can be used to complete a task or solve a problem. What problem does Broadvine solve for hoteliers and property management companies?
Broadvine is the future of hospitality. Property management companies have portfolios of 10-500 properties consisting of a healthy mix of brands, all using different software systems. Think of Broadvine as the epicenter of your business. We bring information from your different systems (PMS, accounting, labor, etc.) and cross-brand reports into one place where you can easily and securely access information important to you. We increase accuracy and eliminate the hassle and time required to manually enter data into spreadsheets. We provide the tools hoteliers need to create budgets, edit forecasts and manage labor costs.
It’s just an observation, but based on your fashionable footwear, you appear to really like shoes. Of all the shoe types and brands available on the market, which do you think would make the best account executive?
That all depends on what trends are current and adapting to them just like I would adapt to the needs of the person I am speaking with or current hot topics in the industry. Account Executives must keep up with the industry just like I try to keep up with what footwear is in style. Some days you have to wear comfortable sneakers to show you are laid back, but ready for what the day brings. Other days might call for a fashionable shoe to display confidence in situations where you bleed passion for what you do.
So far, what’s your favorite thing about working with this team?
Everyone shares the same passion for making the company and its product the best in the market. We wouldn’t be here working our tails off if we didn’t share the same vision for transforming this industry with a product we all believe in.
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