What is your favorite restaurant & where is it?
I am a big foodie, so picking just one restaurant is tough. When I lived in Leesburg, VA, there was a restaurant called Shoes that had the best brunch and coffee. It also used to be an old shoe factory, so the charm and back patio made it unique with a fun atmosphere. In Grand Rapids, MI, there is a restaurant called MDRD which is Spanish tapas, and it sits on the top floor of a hotel. The food is amazing, and you get a nice view of the whole city!
Tell us about your journey to PointCentral.
I joined Alarm.com in 2012 as a Sales Operations Associate where I on-boarded all new dealers. I managed an 800-line, email and chat and talked to every single person trying to sign up. A few years later I managed a team that worked with new partners and after that, I went into sales operations. I was building tools that our sales teams utilized to train and sell our products to our security dealers and I loved it! After working with Alarm.com for 9 years I decided it was time for a new challenge and started working with PointCentral in 2021 as a Manager of Sales Operations, which is where I am now. With this role, I wear many hats and today, it is my job to program manage priorities and strategic initiatives with IT and other departments to provide tools for our company such as Salesforce of Office365.
How does your role interact with the greater PointCentral team?
I get the privilege of working with every team at PointCentral, which is one of the reasons I love what I do! Since I’ve implemented tools and resources that are for the whole company, I not only get to work with sales and the customer facing teams but product, legal, HR etc. I developed pages and permissions for SharePoint that makes it easy to collaborate and share resources across all departments. More recently, we created a way for our teams to receive feedback from the field that allows our product team to aggregate how many of our customers are asking for certain features.
Walk us through what a typical day looks like for you with the sales operations team.
Each day is different, but at the core, we want to ensure that everything we are doing is strategic and scalable. We have an intake form and planner board that helps us identify the needs at hand and what is best for the business. It could be solving a bug with one of our systems, a feature request or an entirely new process. This can sometimes require a lot of research, testing and going back to the drawing board and doing it all over again.
A large part of your role is evaluating the best tools for our team to utilize. What are characteristics of an impactful tool?
User-friendliness, integrations with existing systems, portability, scalability, customer support, and routine updates are all characteristics of an impactful tool.
User-friendliness ensures ease of use and allows us to customize based on the fit of our business. Integrations with our existing systems/tools allow us to seamlessly transition across platforms. Our teams are usually on-the-go in the field meaning our tools need to be portable across all devices including phones and tablets. As our business grows, we will need our tools and their capabilities to grow with us in a scalable way. Having great customer support is crucial as well, which could include not only addressing issues quickly, but also having extensive training resources and onboarding materials for admins and new users. Finally, a strong tool has regular updates and new features based on user needs and industry trends.
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