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In this edition of Meet the CP’s, we’re chatting with Chris Clark, Whereoware’s Client Partner.
Tell us what it is that you do for Whereoware?
As Client Partner, ultimately my role boils down to the success of WOW’s business relationships. Providing utmost satisfaction for our clients, I work with both our client’s leadership teams to ensure clients continue to find maximum value in our people, projects, and services.
Besides communicating regularly with clients, Whereoware internal project managers, digital strategists, and creative and marketing team members are all involved throughout each client partnership. Between the various teams, there is a lot of correspondence and meetings, but I truly enjoy working with people.
What makes your role valuable?
From my unique perspective, the WOW’s value proposition allows me to focus on the feedback, information, and insights from the clients while simultaneously tracking our plans and commitments.
I find most customer/ client success roles are only looking to further their employers’ interests through account growth.
As a Whereoware Client Partner, what makes me different is that I work to develop a point-of-view from the client's perspective so I can "represent" their interests, goals, and needs internally.
For instance, I do this by recording exact quotes and desires from conversations with clients. Over the course of the project, I apply this internally, making sure the product we're delivering reflects the client’s priorities, wants, and needs are aligned with their vision. For instance, a format that doesn't make sense to the client can lead to us not meeting timelines, deadlines, or content commitments.
My ultimate goal is to be the internal litmus test for our work and represent the client’s voice.
What is it that you enjoy most as a Client Partner?
I truly enjoy learning about different industries that I would otherwise have no knowledge about.
As a Client Partner, I want to have a constant pulse on the business of my clients by learning things like: What market(s) do they serve? What is their position in those markets? What are the revenue sources? Is there a current sales or marketing strategy in place?
Interpreting a customer’s business intentions, allows me to connect the technology with the markets served, resulting in aligned expectations. Even after I've gained knowledge, I routinely ask if my clients have any new or changing objectives, strategies, or plans for the business.
I use this information to ensure that Whereoware's offerings, ongoing projects, or marketing services are correctly aligned with business needs. And furthermore, I seek opportunities to match client growing pains with Whereoware’s advanced products and services.
Tell us about your most rewarding client experience?
While it's hard to pinpoint a single success, they all do often stand out more than others and share many similarities.
Really, it’s when I talk to a client after a project was completed and they point to positive results or over time tell me (when I elicit feedback) just what a great job my team is doing for them.
It is important for me to ensure that all my clients are satisfied, but when all the stars align and a project or product Whereoware sells enriches the sales and metrics of the companies it touches, that is truly what makes this job so special.
What is the greatest client challenge you’ve experienced and how did you overcome it?
Like many people, the pandemic shutdown threw us all for a loop. I transitioned from meeting with clients at least one to two times a week to eliminating in-person meetings altogether. I felt my client’s frustration with business review meetings taking place over video calls. Rather than lunch or happy hour, I had to learn how to connect with people on a relational level remotely. Faces and body language differ when video is involved. Before remote, I was good at reading the room. Now I pay attention to eye gazes and voice tones.
This did not agree with me at first, but over time changes in my workflow started to make more sense. I asked myself, is it necessary to fly out to a client’s office just to drop off some paperwork? I realized the answer most of the time was no. With things normalizing, I believe in-person meetings will become something much more valuable in building relationships rather than just another routine “lunch meeting” of the past.
Another long-term effect I have experienced personally is I am not nearly as talkative as I used to be – before you couldn’t shut me up! Now I’ve learned the value of listening, which has benefited me both at work and at home.
What technology or tool can you not do business without?
While probably not seen by many as the latest, I recommend for all to embrace the change that digital video conferencing (and chat) programs like Zoom or Microsoft Teams have given us. Even as we move into a world, post-Covid, the tool I use most besides email is Microsoft Teams.
At WOW, the Teams platform is used for all internal communication. The chat channel feature specifically has enabled us to communicate and share work with team members on specific projects, and the best part - it integrates with various productivity applications like whiteboards and mind mapping.
I often look back on watching Back to the Future as a child recalling the scene depicting the people of the future, video chatting….we live in that world now, so it is time to embrace it!
For Fun, what show are you currently watching and what do you like to do when you’re not working?
I love both Marvel and Star Wars so naturally, I watch a lot of Disney+. When I’m not working or streaming shows, I love to stay in shape and get outdoors. Just about every day I go for a run, bike ride, or swim. Residing in Tampa, we have many championship-caliber sports teams, so I enjoy rooting for the Buccaneers, Lightning, and Rays!