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.
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