{"id":15516,"date":"2021-10-14T08:00:00","date_gmt":"2021-10-14T13:00:00","guid":{"rendered":"https:\/\/blog.planview.com\/?p=15516"},"modified":"2021-10-13T11:23:06","modified_gmt":"2021-10-13T16:23:06","slug":"day-life-senior-customer-care-manager","status":"publish","type":"post","link":"https:\/\/blog.planview.com\/day-life-senior-customer-care-manager\/","title":{"rendered":"A Day in the Life of a Senior Customer Care Manager"},"content":{"rendered":"\n
\"Senior<\/figure>\n\n\n\n

Everyone knows that when you sell a product,\u00a0it\u00a0must\u00a0be high quality\u00a0and there should be need for it in the marketplace.\u00a0Once this has been\u00a0established,\u00a0companies have to\u00a0make sure\u00a0the\u00a0product\u00a0has excellent customer service\u00a0and\u00a0support.<\/a>\u00a0No one understands this more than Yessica Archilla, a Senior Customer Care Manager at Planview.\u00a0Yessica,\u00a0who many would describe as passionate, driven, and\u00a0direct, yet\u00a0approachable,\u00a0manages several\u00a0customer support\u00a0product teams at Planview.\u00a0\u00a0<\/p>\n\n\n\n

What does a typical day look like for a Senior Customer Care Manager? Yessica, who has worked at Planview for over 4 years, has graciously offered to let us delve into her world in and outside of work hours.  <\/p>\n\n\n\n

I asked her a round of questions\u00a0to get an idea of what a day in the life of a Senior Customer Care Manager looks like and the skills\u00a0required\u00a0to keep a team successfully running.\u00a0\u00a0<\/p>\n\n\n\n

What time do you log online or arrive at the office? <\/strong><\/h3>\n\n\n\n

I usually go online between 8:00 and 8:30AM. Occasionally it might be earlier depending on the meetings that day.  <\/p>\n\n\n\n

What types of meetings do you prepare for? Who do you meet with?<\/strong><\/h3>\n\n\n\n

I meet with both customers and employees on a regular basis. Internally I have one-on-ones, team meetings, management meetings, and Salesforce administration meetings. My favorite Planview meeting is my biweekly meeting with the ERG (Employee Resource Group) BIPOC EPIC, more on this later.  <\/p>\n\n\n\n

External meetings include customer meetings and case escalation meetings.  <\/p>\n\n\n\n

What are the important skill sets needed for your role?<\/strong><\/h3>\n\n\n\n

First and foremost, critical thinking and analysis.\u00a0There is also a need for strategic thinking and being able to execute those plans.\u00a0Above all else\u00a0though, I would say that communication, empathy, and a service-oriented attitude towards both internal and external customers is key as a Senior Customer Care Manager.\u00a0<\/p>\n\n\n\n

What time do you take a break?<\/strong><\/h3>\n\n\n\n

I try to take quick 5-minute breaks between meetings if possible (which is not a lot of the time). I have made a point in the last 2 years to make sure I take my full lunch hour during the day.  <\/p>\n\n\n\n

As a Senior Customer Care manager how do you make time for your team?<\/strong><\/h3>\n\n\n\n

Great question! Especially this last year, I feel guilty I have not had as much time as I would like for my teams. That said, we have weekly team meetings and monthly one-on-ones where we catch up. <\/strong> <\/p>\n\n\n\n

I have found that cultivating the human side of our relationships (if handled appropriately) is a magnificent asset to team morale and cohesion. With our remote team members, we make a point of having plenty of face time between the team members and getting to know them at a more personal level (online games work great for this!). With team members that are local here in Austin, I try to do something together every couple of months (happy hours, brunch, game nights, etc.). <\/p>\n\n\n\n

Are you involved in any office Diversity & Inclusion initiatives? If so, provide a brief description of your involvement. <\/strong><\/h3>\n\n\n\n

Yes! I am in the BIPOC<\/a> EPIC ERG which stands for: Black, Indigenous, People of Color Elevating Planview\u2019s Inclusive Culture. It is my favorite part of coming to work!  <\/p>\n\n\n\n

Right now, we are celebrating Hispanic and LatinX Heritage month<\/a> (September 15-October 15) where I asked volunteers to answer the question: How does your heritage contribute to the person you are today?<\/em> We had 17 employees volunteer, and I feel honored to have gotten the chance to compile their replies and create each employee spotlight social<\/a> image. The team even made a Spotify Playlist<\/a>. I am immensely proud of this project and of the Hispanic & LatinX employees that shared part of their EPIC selves with us. <\/p>\n\n\n\n

As a woman working in the tech industry, what have you learned?<\/strong><\/h3>\n\n\n\n

Your voice matters, and it should be heard.  I have been lucky enough to work with people who are truly excellent at listening to those around them. That said, you must<\/strong> speak up for someone to be able to listen. What works for me is to communicate in a direct and no-frills way. I can be a bit of a firecracker! I am working now on \u201cpacking my passion\u201d to be a more effective change agent.  <\/p>\n\n\n\n

What tasks do you leave for the end of the workday?<\/strong><\/h3>\n\n\n\n

Currently, I usually leave Salesforce cases for the end of my workday when the \u2018buzz\u2019 has quieted down. Anything that requires more than 2 hours of my focus time I leave for the end if it is not urgent.  <\/p>\n\n\n\n

What time do you leave the office or log off?<\/strong><\/h3>\n\n\n\n

That completely depends. There is a lot of work as of late, so I usually \u201clog off\u201d for an evening break between 6-9PM. If I still need to get work done, I login around 9PM to finish quick tasks and touch point with APAC (Asia Pacific) team members. <\/p>\n\n\n\n

How do you unwind once you are off the clock?<\/strong><\/h3>\n\n\n\n

I have 2 beautiful dogs, Kenny & Koda (The K\u2019s) and I spend plenty of my free time with them. Fun fact: Kenny\u2019s favorite TV show is The Office (he has great taste).  <\/p>\n\n\n\n

My current hobby though is board gaming. I have played 124 different games in the last 5 years! I highly recommend strategy games to keep your neurons fired up and your analysis skills sharp. My husband and I also enjoy hosting, so we usually have people over at least once a week.  <\/p>\n\n\n\n

To end things, what is your favorite inspirational quote?<\/strong><\/h3>\n\n\n\n

Currently my favorite inspirational quote is \u201cDo your best, and then forgive yourself.\u201d<\/p>\n\n\n\n

Especially during this last year and a half, this has grounded me. I have perfectionist\u00a0tendencies,\u00a0and\u00a0it\u00a0is a great reminder\u00a0to relax and be proud of what I\u00a0have\u00a0accomplished.<\/p>\n\n\n\n

A question for our readers. <\/strong><\/h2>\n\n\n\n

Are you in the job market?\u00a0If you want to work for a Senior Customer Care Manager\u00a0who cares for her teammates\u00a0there is an opening with Yessica’s team! Planview\u00a0is\u00a0hiring\u00a0a Customer Care Consultant<\/a>\u00a0to support\u00a0the\u00a0PPM\u00a0Pro solution<\/a>\u00a0customer base.\u00a0If the job description is not for you, you can\u00a0search and\u00a0submit\u00a0your resume<\/a>\u00a0online anytime.\u00a0\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

Everyone knows that when you sell a product,\u00a0it\u00a0must\u00a0be high quality\u00a0and there should be need for it in the marketplace.\u00a0Once this has been\u00a0established,\u00a0companies have to\u00a0make sure\u00a0the\u00a0product\u00a0has excellent customer service\u00a0and\u00a0support.\u00a0No one understands this more than Yessica Archilla, a Senior Customer Care Manager at Planview.\u00a0Yessica,\u00a0who many would describe as passionate, driven, and\u00a0direct, yet\u00a0approachable,\u00a0manages several\u00a0customer support\u00a0product teams at Planview.\u00a0\u00a0…<\/p>\n","protected":false},"author":177,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_editorskit_title_hidden":false,"_editorskit_reading_time":4,"_editorskit_is_block_options_detached":false,"_editorskit_block_options_position":"{}","footnotes":""},"categories":[9426],"tags":[],"class_list":["post-15516","post","type-post","status-publish","format-standard","hentry","category-people-of-planview"],"acf":[],"yoast_head":"\nA Day in the Life of a Senior Customer Care Manager - 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