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 Skyler embody aspects of your vision for the TAMs department?
Skyler is one of the newest members of the TAM department. Along with his years of experience in our service department, he was promoted to a Technical Account Manager because of his innate customer service skills. He understands customers needs, thinks out of the box to get customers needs resolved, and is very good at listening to the customer and understand their frustrations.
Which of the 14 ABS Way principles does Skyler exemplify the most?
Finish the job. Skyler is amazing at closing the loop. Whether following up with a customer, getting answers from a vendor, or driving a problem to resolution, Skyler does not take no for an answer. He is very precise and wants to ensure there are no loose ends. This allows him to service his customers extremely well.
What is your favorite memory working with Skyler? Tell us about a time that he went above and beyond.
Skyler’s first executive briefing is one of my favorite memories. Skyler’s “finish the job” attitude took over. He wanted to ensure the customer had no idea it was his first meeting and he spent a week preparing! He got advice from his fellow Technical Account Managers and even did multiple practice sessions. In the end, he did a superb job because of his preparation time and knew every answer going in.
MEET SKYLER DAUGHERTY
We sat down with Skyler to ask him more about his role as a Technical Account Manager at Advanced Business Solutions.
Tell us about how you got started.
My story at ABS is one of my favorite to share. My previous job was at Best Buy, but I exclusively sold ATT cell phones, direct TV, and other services provided by ATT. One day, an older couple came into Best Buy and spent a lot of time walking around the router/modem section with no help. After awhile, I took it upon myself to offer them some assistance. After an hour or so I was able to help them decide on a router (one they still use today). They felt my customer service was so great that I had to call their son (Mark Lewis) right away to get a job.
They gave me Mark’s card (I failed to notice he was the CEO) and decided to give him a call on my lunch. He answered the phone and I said something along the lines of, “Hey Mark, I heard you were looking for employees and I would like a job.” He responded with, “Well, who the heck are you?”!
I told him about my interaction with his parents, he thanked me for helping his parents, and gave me the opportunity of a lifetime to start working at ABS.
From my first job at ABS in the service department, moving my way to my position as a TAM was not a simple process. It took a lot of work and me asking Tucking to “put me in play, Coach,” over and over until I finally got the position. I filled the TAM role for some clients in one way or another on the service department and always felt like the TAM shoes were ones I wanted to fill!
What do you enjoy most about your role as a TAM at ABS?
The most fulfilling aspect of being a TAM at ABS is being able to work with clients on a level that feels more like a partnership than simply just managing their accounts. Understanding a client’s initiatives and being able to marry those initiatives to what we do at ABS is exactly what ABS is meant to do. We help people.
How do you take a proactive approach to IT management with your customers?
As I said before, I started my ABS career in the service department. I learned the hard way that re-occurring issues are never fun. I take that mindset and apply it to my role as a Technical Account Manager which allows me to think of how to fix the bigger issue rather than just the one we’re dealing with today.
When and why did you become interested in IT?
I became interested in IT while working at Best Buy. I found myself more invested in helping customers with their problems and making their computer dreams come true than I did selling a device. This sparked my interest in ABS and it has been an adventure ever since.
When you’re not working, what can you be found doing?
When not working you can catch me watching my favorite TV shows on Netflix, playing video games with friends from all over the world, or spending quality time with family.
What is the ultimate tech device or equipment you wish you personally owned? Or What is a fictional technology that you wish existed?
The ultimate tech device I wish I owned was a high-end VR setup at home. The fictional device that I wish existed, almost exists today. Come on self-driving cars!