John McMullin

Background

About John McMullin

What began as a job of finding answers has become a career of sharing successes. From the top down, I've- Managed a medium-sized business- Sold and serviced hundreds of B2B accounts with tens of millions in lifetime revenue- Worked two trade shows, spoke at one- Worked as a customer liason/advocate for over a decade- Worked in the reporting chain to C-level executives- Managed/Handled Sales, Training, QA, Supervision, Tier 1/2 Support, Copy, and Legal- Handled hours of support requests. My latest role's primary function consisted of successfully on-boarding new clients. During the negotiation phase, I extrapolate the client's need, and explore the entire space with them to complete their needs profile. I take this to the dev team, work out the necessary strategy, then confirm this with the client. Once approved, documentation is drawn up for the client and the team, shared, and the integration is scheduled. I oversee the final process of bringing on the client, and taking the service live. I commence the service with a final announcement to the team, and move into an ongoing support role with the client. While technologies and processes tied to helping customers succeed have changed a great deal, some things have stayed largely the same. I'm talking about core values - a willingness to listen, and a desire to help. By listening I understand the myriad needs that owners and administrators have every day. By genuinely caring about the answers and outcomes they seek, I prove every time that I'm there for *them*. This process, and my involvement with each and every client lasts from the moment of first contact between our brands, through the entire lifetime of the relationship. My position puts me front and center for all higher function requests from the user, while I also oversee internal needs like billing and overages, quality control, documentation, and access to information. Throughout each relationship, I provide each client exclusive attention on their unique matters - providing updates and checkups, and adjusting delivery and service levels to match changes in volume trends and customer satisfaction. While many customers need a product from a given website - a more successful opportunity arises when you can show just how custom that product can be. Again, for them. As much as the product is the product, so to is a solid Customer Success Architect. Your customer will buy into the care they receive as much as the product itself, and after thirty years in customer service I can guarantee I know a thing or two about that.