ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features Jack Moyahan, Implementation Specialist at ChurnZero.
As a member of the Customer Success team, Jack helps bring our clients onboard by managing the kickoff welcome calls and the requirements gathering and all technical aspects of the implementation of ChurnZero.
Let’s take a look at what Jack had to share.
Q: Why did you join ChurnZero?
A: A former coworker joined ChurnZero and told me to check out an open position. While at the time I was happy in my other role, the more I saw of the company the more I liked and it led to me taking an interview. Interviewing with multiple team members really cemented me wanting to be a part of ChurnZero as it was made clear to me that there was a good culture within the Customer Success team itself on top of all the amazing things I had learned about the company.
Q: What do you like about working at ChurnZero?
A: The team attitude is one that I’ve never experienced before. It is very much a cliché to say a work group is a “team” but at ChurnZero actions speak louder than the words I’ve heard at other organizations; people offer up their time if they have a slower day to help out someone who is drowning in work or offer to help on a project that is in no way a part of their job description.
Q: What energizes you about your work?
A: Problem solving. Implementation has certain frameworks and there are expected ways a customer will have their technology set up, but in reality each customer is different. Being able to work with them and accomplish certain goals and navigating their setup is always a challenge I enjoy.
Q: What’s your team’s spirit animal?
A: The Implementation Team’s Slack channel is called the “Implementation Iguanas”. The name originated when the team expanded to more than two people, and ChurnZero’s Implementation Team Lead, Peter Watt, named the group the “Implementation Iguanas” for his love of alliteration.
Q: What’s your favorite feature in ChurnZero and why?
A: Email automation through Plays, it saves me so much time in my day to day. An example of this would be follow up emails we send out after calls. Instead of having to type that up or manage templates in another system, I can run a Play to automatically spin up an email template to be sent to my primary points of contact for a customer. All I need to do is fill in the information specific to them, and when you’re sending similar emails day in and day out this option saves a lot of time!
Q: What is one word you’d use to describe your team?
A: Meticulous. Implementation by nature is very detail oriented; there are a lot of different configurations you need to get right in order for the data to populate in ChurnZero in the way a customer wants. That means that our team is very focused on the details and getting everything right for the best possible customer experience.
Q: What was your first job?
A: Tennis camp counselor through a camp run by the county. It was a great first job as I grew up playing tennis, so getting paid to be out on the courts and teach kids barely felt like a job! While not an original thought that job truly taught me the value of a dollar as everything I would buy would then be compared to my hourly wage, really changed my perspective. Sadly I don’t get to play tennis as much as I would like now but I still am able to get out on the court once in a while!
Q: What are you passionate about?
A: I’m a big music guy and playing instruments is something that I try to do 4 to 5 times a week as time allows. Whether it is guitar, bass guitar, drums, or singing it is a great way to blow off some steam after a long day of work.
Q: What’s your remote work secret to success?
A: Yoga at lunch. Great way to relieve stress, get a workout in, and get my mind right to tackle the 2nd half of the day. Also gives me something to look forward to in the morning. Yoga with Adriene has been amazing to have during these times, her free youtube courses are super easy to follow!
Q: What’s your go-to karaoke song?
A: Tiny dancer by Elton John.
Stay tuned for more ChurnZero employee spotlights!
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Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.