As the Director for our Technical Account Managers (TAMs), I see the work they do for our customers every day. I think of our TAMs as the “lighthouses” for our customers. They alert the ABS team when something hits their radar. They light the way proactively about future issues and creative strategies.
How does Cam Gordon embody aspects of your vision for the TAMs department?
Cam’s vertical focus is our healthcare customers. He has an extensive background in IT, specifically in healthcare environments. Utilizing his knowledge, he roadmaps and helps his customers budget for their IT needs very well. The industry he supports has many compliance requirements. Understanding HIPPAA and PCI requirements, and the implications of these requirements, are essential in Cam’s role. Most of his customers have no choice, but to invest in their technology. It is mandated. The trick is to be proactive, to plan for these mandates. Cam does a beautiful job of helping his customers balance their compliance requirements with financial realities to come up with a long-term plan.
Which of the 14 ABS Way principles does Cam exemplify the most?
“We help people”. It is such a simple message but always becomes complex in our business. Cam has many customers that do not want to focus on IT. They want IT removed as a barrier so they can focus on their patients. So often in our industry, vendors blame vendors: the hardware vendor blames the software vendor, the internet provider blames the equipment on site, the phone provider blames the data network. Meanwhile, the customer is refereeing the fight between two people that are speaking in a technical language the customer does not understand. Deeply embedded in Cam is the understanding that we do not fix computers or firewalls, we help people. Cam does a superb job owning his customers issues, working with their other vendors and driving the problems to resolution.
What is your favorite memory working with Cam? Tell us about a time that he went above and beyond.
Cam recently had a customer move its location. Office moves are extremely complex from an IT perspective. They require a lot of coordination from a lot of different vendors. While desks are moved and keys exchanged, networks must be reestablished, connectivity must be working, and it all must be seamless. One day it needs to be working at one location. The next it needs to be up at another. This customer had multiple vendors fail – the phone systems were not working, the internet was not up…In short, the customer was not happy. ABS had all its ducks in a row, but the rest of the customer’s IT needs were a mess. The customer called all its vendors and said “I’m not dealing with this anymore; call Cam.” Cam rolled up his sleeves and made it happen. Although the process was a lot bumpier than the customer wanted, they understood Cam was the answer.
MEET CAM GORDON
We sat down with Cam to ask him more about his role as a Technical Account Manager at Advanced Business Solutions.
Tell us about how you got started.
Funny story. Mark (Lewis) found me while I was managing a cell phone repair kiosk in the Mall St Matthews. I helped him with recommendations on a very touchy subject in regard to his friend’s phone issue. Oddly enough, I had interviewed at ABS about a week before and knew exactly who Mark was. After assisting and having great conversation, I told him that I had interviewed with ABS a week previous and hadn’t heard anything back. Needless to say, I had a return call and job offer the following day. The rest is history…
What do you enjoy most about your role as a TAM at ABS?
To me, the most fulfilling part of my TAM role is being able to make high-level recommendations for my clients that will cut costs and better their environment. I really enjoy helping people, so this really hits home for me.
How do you take a proactive approach to IT management with your customers?
I do my best to really get to know my clients, not only on a business level, but also on a personal level. I find that the more I know about my clients and their workplace the more I can stay proactive in their accounts.
When and why did you become interested in IT?
In one fashion or another, I have been interested in IT for as long as I can remember. From the time I was a teenager I was very interested in anything tech-oriented. In college, I chose to get into Electronics because I was always the kid that wanted to take things apart and put them back together. Understanding the way circuits work was very interesting to me!
When you’re not working, what can you be found doing?
In my free time, I very much enjoy getting out in nature. I love to go fishing and hiking, although I can’t always find time to! I also love to play golf and go bowling. Cooking has always been a hobby as well – I find it soothing.
What is the ultimate tech device or equipment you wish you personally owned? Or What is a fictional technology that you wish existed?
For me, having a fully automated home would be pretty amazing. I am slowly working toward this day by day. I love the idea of my home knowing when I have entered and what devices to turn on for me. The tech is already available, it is just about the proper implementation, so this will likely be a work in progress for me for years to come!