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Sandra, Senior Customer Success Manager

Posted: June 14th, 2021 Posted In: Employee Spotlight

In today’s Employee Spotlight we are featuring Sandra, a Senior Customer Success Manager, who has been a part of the team for over 10 years!

What is your education and background?

I have a degree from the University of Manitoba in Economics and Spanish, and completed a certificate in Project Management in 2018. It has been 24 years since I’ve been working in the software field – starting out in Accounting and eventually moving to Quality Assurance – with 14 of those at Angus Systems in Customer Success management.

What is your role at Angus Systems and what are your main responsibilities?

As a Customer Success Manager, it is my job to ensure that the experience of our users is as stress-free as possible. In the implementing of modules, I advise on training, arrange for data conversions, if needed, and walk the customer through the entire process until they are up and running. Beyond that point, I maintain a relationship with customers to make sure that they continue to get the best from our software, ensuring that they are aware of all functionality within the modules in which they’ve invested. Along with the Support team, I am a readily-available point of contact for resolution of challenges for our customers.

How have your responsibilities expanded since you started working with the company?

I am one of the Customer Success Managers who has been here the longest, so I help provide history and context to those who’ve joined the team more recently, as well as assist with the training of new CSMs. As I became more experienced over the years, my portfolio of accounts steadily increased, and I now serve our largest (by square footage) customer along with other large accounts. Maintaining strong relationships and assisting our customers to provide exceptional service to their tenants is the overriding responsibility of my role.

What do you like most about working at Angus Systems?

Although The company has more than doubled in size since I’ve been here, we are all still treated like family. Angus Systems has always been understanding, accommodating, flexible, and compassionate towards its employees, and in the past year during the pandemic, the company has been even more so. As well, it works to attract the right employees, and I very much enjoy my relationships with colleagues.

What are some of the things you’ve learned while working here?

I’ve learned the importance of team-building and my contribution to that process. By being mindful of how each of us adds to the success of the whole, our team members unhesitatingly share our experience and knowledge with colleagues and customers alike. It is a joy to work with my team and help to foster the bonds we share.

I’ve learned the importance of team-building and my contribution to that process.

Is there some contribution that you’re proud of?

Since I started with Angus, the one annual activity I try not to miss is our Habitat for Humanity build day. The company’s commitment to giving back to our community is one of the reasons I wanted to work here, and I make every effort to participate when possible. Habitat For Humanity may be grateful for our contribution of time, but for me, the gift comes from them. There is nothing like having an opportunity to help build a home for someone…. a safe place where they will raise children and make lifetime memories. I am proud of Angus for making that opportunity for its employees each year, and can’t wait until we get back to it.

Is there something that people would be surprised to know about you?

I am a genealogist, and have spent years building my family tree. This has led to reuniting family branches, and I help to arrange reunions every couple of years. Genealogy has provided a fantastic insight into the history of my family, and really gives me a sense of grounded-ness. It motivates me to learn what obstacles my forebears faced and overcame – to educate children without having adequate resources, and to march forward with resolve, to ensure my existence. Every relative I uncover is another treasure to me.

If you weren’t working at Angus, what would you be doing?

Writing. I would be somewhere quiet, in the woods writing.

What are some of your personal hobbies and interests?

Reading, gardening, genealogy, writing, road trips, and cooking, take me to my happy places. The past year of quarantine has provided more time to do most of these, but I miss packing up the car and heading down the highway to visit family all over. However, if the pandemic has given us anything good, it is the time to immerse ourselves in the things that make us more whole, and I have been grateful for this.

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