When a company decides to use a third party hosting provider instead of hosting in-house, it\u2019s a big commitment, and a big change. A company should be comfortable trusting their provider, and confident that their data and applications are safe and secure. I interviewed Noah Wolff, Online Tech\u2019s Project Manager, to learn more about his role in fostering the incredibly important client-provider relationship.<\/p>\n
In a nutshell, Noah says of his job, \u201cI\u2019m in charge of deployments. It\u2019s my job to make sure clients are deployed quickly, accurately, and with a good customer experience.\u201d I suppose that sounds simple enough, but there\u2019s much to do on the backend to fulfill that promise.<\/p>\n
Once an order has been signed, Noah is notified, and he has an internal kickoff meeting. The kickoff meeting is between Noah, the sales person, and a sales engineer. This is to go through the order with a fine tooth comb, checking for any errors, questions, or problems.<\/p>\n
After Noah gives the thumbs-up, the sales rep schedules a meeting with Noah and the client. Noah carefully reviews the entire order again, this time to make sure everyone\u2019s on the same page: \u201cIt\u2019s to set expectations with the client, let people meet each other at an early stage, understand who\u2019s doing what, figure out firewall rules, set due dates, and answer any questions the client asks. Some companies have lots of questions when they entrust their IT infrastructure with us, and this is where they can get them all answered.\u201d Throughout this meeting or call, Noah takes prolific notes. A welcome email sent after the conversation details what they spoke about, provides the client a written copy of the expectations on both sides. When everyone is clear on who\u2019s doing what, the order proceeds to our deployment team to build it out to specifications.<\/p>\n
Noah explained that there are two things he cares most about when working with clients:<\/p>\n
\u201cI\u2019m focused on two things. The first is communication. I want them to perceive that it isn\u2019t hard to get a hold of us. I\u2019m not hiding behind anything. There\u2019s a real-live human who knows who they are, what their system is like, and will be there the whole time as their advocate. The second is setting expectations. It\u2019s important to do this because if a client thinks they’re getting one thing and they\u2019re set to get another, it\u2019s not going to be an exceptional experience. I explain what\u2019s included in the scope of their offering, so it\u2019s clear how it works with Online Tech. These two elements make the biggest impact on providing a great client experience.\u201d<\/p>\n
Noah has a knack for making difficult \u00a0work seem effortless, and it\u2019s all due to his client driven nature. \u201cEarly in my career, I made an effort to speak at a level that\u2019s understandable to people on the phone. Looking back, it was great preparation for what I do now. I work with a range of knowledge levels. Our team is very technical. Half of our clients are technical, but sometimes clients don\u2019t know much about having their hands inside a server. My method is to err on the side of a person not knowing, until proven otherwise to make sure I\u2019m not talking over their heads. I\u2019m trying to give a smooth, easy deployment process.\u201d<\/p>\n
On the day the order is ready, Noah calls the client one more time to walk them through logging onto their servers for the first time. The reason is purely for a good \u00a0experience. If the client has any trouble logging on, he\u2019s on hand to resolve issues immediately. It\u2019s also the formal hand off to our attentive support staff. \u201cDuring deployment phase, they become very familiar with me, but after this phase ends, they transition to our support staff after deployment. I set that expectation, send them instructions on the new process, and show them how to open a ticket if the opportunity presents itself. It really ushers them into that new area and process.\u201d<\/p>\n
Noah\u2019s focus and dedication to our clients encapsulates many of our company\u2019s core values. He received Online Tech\u2019s Exceptional Experiences award earlier this year for fostering a client focused environment and a \u2018win-win\u2019 mentality, and continues to uphold our promise of \u2018exceptional people delivering exceptional experiences\u2019.<\/p>\n","protected":false},"excerpt":{"rendered":"
When a company decides to use a third party hosting provider instead of hosting in-house, it\u2019s a big commitment, and a big change. A company should be comfortable trusting their provider, and confident that their data and applications are safe and secure. I interviewed Noah Wolff, Online Tech\u2019s Project Manager, to learn more about his role in fostering the incredibly important client-provider relationship. In a nutshell, Noah says of his job, \u201cI\u2019m in charge of deployments. It\u2019s my job to make sure clients are deployed quickly, accurately, and with a good customer experience.\u201d I suppose that sounds simple enough, but there\u2019s much to do on the backend to fulfill that promise. Once an order has been signed, Noah is notified, and he has an internal kickoff meeting. The kickoff meeting is between Noah, the sales person, and a sales engineer. This is to go through the order with a fine tooth comb, checking for any errors, questions, or problems. After Noah gives the thumbs-up, the sales rep schedules a meeting with Noah and the client. Noah carefully reviews the entire order again, this time to make sure everyone\u2019s on the same page: \u201cIt\u2019s to set expectations with the client, let…<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"other_category":[],"class_list":["post-2762","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"acf":[],"yoast_head":"\n