Lacey said it best herself: "I keep our clients happy."
One of our star Customer Success Managers, Lacey, brings her bubbly and friendly smile to work daily, ready to brighten the smile of every person she comes in contact with. So, it was a pleasure for me to sit down with her, get to know her a little better, and find out more about how she impacts those around her.
Background
Lacey didn't always want to be a customer success rep. But she DID always want to make people happy. When we asked her what she wanted to be when she grew up, she said:
"A pop star. For career day, I was the only one in my group that wanted to be a pop star. But that ship has sailed. I'm too old, but I also can't sing."
For the record, Lacey isn't 'too old' unless you compare her to the teen standard of pop stardom. But hey, Adele's career didn't pick up until she was about 20, so maybe there’s hope yet?
Lacey has always been the kind of person who wants to entertain others and get them pumped up. In college, she was on the university cheer team.
"I think being on the cheer team helped me learn how to deal with different personalities and work as a group. It really is all about helping others, regardless of what they do for you. I love relating that to other areas of my life, too!”
She was already practicing our core principle of outwardness before being hired here. It was like a little clue we picked up on while interviewing her.
I mean, come on. Look at how cool she is!
She also loves branching out and learning new things.
"I have so many irrelevant skills and talents. I like to do nails just for fun, and I can surf. My entire life was gymnastics and cheerleading, and now that I'm an adult and finished with those hobbies, I'm finding even more new things that I like."
What have you learned about addresses since you joined Smarty?
"Every company ever has to deal with addresses in one way or another. When I started, I only thought of shipping, but I had no idea how critical the need for services like Smarty really is!"
Lacey is in the unique position of regularly talking to our customers and learning how they’re using address data.
"I love that I get to talk to people. I love hosting meetings and getting to talk to people face-to-face. Well, it's through a screen, but I still enjoy being able to build personal relationships. I feel like I’m comfortable in a group of people; it all comes very easily to me. I like being able to get to know people as people."
With rosey embarrassed cheeks, Lacey told me she'd recently learned something new and exciting.
"That 'the cloud' is a physical place. I really had no idea. The name “cloud” is very misleading. Is there a petition to change that? If so, I’ll sign."
What is the biggest challenge you face in your role?
“The main challenge the entire CSM industry faces is that many people won't respond to us. The whole goal of our job is to have conversations with people so we can learn about them and make sure they're getting the most from us. It’s hard when people are always so busy or think we’re just trying to sell them something."
So hey, if you're one of the people Lacey's been trying to connect with, answer your emails? Please?
What would you tell someone about embarking on a career in customer success?
“Continue to build connections with people. Every job I've gotten has been because of a connection I've had with someone else. Doors are opened that you never would have thought. Connections matter.
We work with many high-profile people, so it's easy to feel pressure. Level the playing field and treat everyone equally. They're just another person. Soak up all the information you can. Be personable."
Is it true that teamwork makes the dream work?
“I like the lesson that good things can get done while having fun. Everyone works together with the single goal of improving the lives of their clients while still understanding that we can get to know each other as people. We go to lunch, talk, hang out, and get to know each other’s needs, wants, and obstacles. I know many other workplaces aren’t the same, so working with the Smarty team has been a ton of fun."
It's true. Smarty employees find that they bond in many different ways. Since we spend more than 40 hours together each week, we may as well get to know and enjoy one another. In doing so, we become better at our craft because it doesn’t feel like the typical grind from another job in a prior industry that we left to be here.
Remember in high school when there was always that one person who could befriend literally anyone—from the chess club captain to the star quarterback? Well, Lacey is Smarty's version of that socialite.
Lacey brings that rare combination of "will absolutely make your day better" and "will absolutely make sure your address tools are working for you." It's like having a personal hype woman for your data quality—and honestly, who doesn't need and want that?
