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Video Introduction
Major: Operations & Information Management
Job Title: Senior Customer Success Manager
Company: Touchplan
Company Description:Construction Software Company
Did you have any initial career goals when you entered Isenberg? Were there any key moments or influences (a guest speaker, course, or extracurricular) during your time at Isenberg that changed or confirmed your career goals?
I came to Isenberg with only one thing in mind. I knew I liked working with people but I didn’t know what the meant for me. I didn’t have a specific career goal in mind at all which is why taking all of the different introduction courses was so impactful. I knew nothing about Lean and Operations before taking my first OIM class and I loved that idea. I know take the things I learned about Lean and use it every day when I speak with my clients.
Can you share a favorite work assignment that could help a student understand more about what you do?
For me, my favorite days are when I am working one on one with a client and helping them with their planning process. Often this comes into effect when helping teams develop their standard operating procedures related to using Touchplan. This could be at the company or the project level. This is where I am able to take my knowledge and use it to help make their lives easier. That very tangible impact I can see right in front of me is really empowering.
Now that you’re in this position, what aspects have surprised you that you didn’t anticipate before starting?
One thing I didn’t realize when I first started at Touchplan was how important strong communication is to operating effectively. This applies to both client work and internal project execution. Everyone is so busy that having an effective communication strategy to get the information you need to the right people and getting the right information from others is so important. It seems so trivial but it goes such a long way to know how to properly communicate via email or in a meeting.
What inspires you about the work you are doing in your industry?
I love being a part of the construction industry because I can see the tangible impact of the work I am part of. I love when I can see a local building that I was involved like a school or a hospital. It never gets old. I also love when a team shares stories of the fact that with my help and using Touchplan they were able to finish the project early or spend less time on site and more time with their family. Hearing these stories and seeing the impact of my work to other people inspires me everyday.
What are some daily challenges you experience in your role?
This echos back to communication. It is so important to an effective operation but it is also one of the most challenging things because everyone has a different communication style. Learning what works for the different people you work with whether it is team members or clients is challenging but very important.
Is there anything you wish you had done differently while a student at Isenberg?
I wish I had expanded my interactions across campus for my non-Isenberg requirements. Almost all business fits into a different industry that might be represented in a different major. So with my general education requirements I wish I tried something more off the typical track to expand my potential industry experience. Who knows maybe that other industry experience could have given me more insight into how I decided on my career path.
Networking is extremely important but can be intimidating to undergraduates. What tips do you have for getting started engaging with alum or upperclassmen?
Networking is so important. I know everyone says it be it is true. You never know how you can help someone else or how they can help you if you never talk with them in the first place. That being said it can be intimidating so start small. One of the best things I did was introduce myself to those who were in the same clubs as me. I asked questions about classes and professors or what made them join the club. Pretty soon I felt comfortable introducing myself to alums or recruiters coming to campus. It is also important to understand that if someone is at a networking event of coming to campus they want to engage too and that can take some of the pressure off.
