What is your favorite restaurant & where is it?
Pine State Biscuits in Portland, OR! When I very first moved to Portland, it was early in the morning as I drove in. I wanted breakfast and found this location first. They essentially make biscuits and gravy from scratch, fresh every day, and use it for this incredible breakfast sandwich called “The Reggie Deluxe,” which is a large fresh biscuit topped with: fried chicken, bacon, cheese, and smothered in gravy. Totally will clog your arteries but it is the best breakfast food I’ve ever had!!
Tell us about your journey to PointCentral.
My introduction to Alarm.com technology was working with Service Providers using their technology and platform. I worked for a company called Tech Force (owned and operated by members who now work for Alarm.com in the Field Services branch) that would sub-contract their technicians around the country to perform various hardware installations and account setup for clients, with PointCentral being one of them! Between the years of 2015-2018, I traveled to about 14 states across the US, installing 1000+ PointCentral systems for various STR customers PointCentral. In that time, I participated as the first tech ever to use the Partner Mobiletech app for PointCentral installs as a tester. Around the end of 2018, a Project Manager I was working with closely mentioned an opportunity with PointCentral. I was brought on as a Project Manager shortly after, the rest is history!
Could you share a glimpse of what a regular day looks like for you as a Project Manager on the Sales Team?
As a Project Manager on the Sales Team at PointCentral, my days are filled with a variety of tasks that center around customer success. I start with team meetings to strategize about new customers and their specific goals. This is followed by onboarding and implementation calls, where I introduce customers to our process and start building relationships.
A big part of my day is dedicated to training sessions on our tools and platforms. This includes customized walkthroughs on setting up the Property Manager Portal, on-site training during initial account setup and hardware installation, and guiding customers on using our Partner Mobiletech app and the Partner Portal.
I also take the lead in setting up their Property Management System (PMS) API and managing our Professional Installation services. When customers opt for us to install their properties, I coordinate with a pro-install team to ensure a smooth installation process.
Additionally, I provide initial tech support for new customers, answering various queries. I often describe my role to new customers as their “training wheels,” aiming to guide them to a point where they can confidently navigate our systems and processes independently.
I often tell my new customers to think of me as their “training wheels”, and the success of my job depends on getting them to a point in no longer needing me!
You’ve had the unique experience of installing thousands of smart home devices, including PointCentral’s. How does this background contribute to your current role, especially when it comes to supporting new customers?
I’m very grateful for all my previous experience in doing countless installations in the past. This experience has taught me so many tips and tricks that would have been very challenging to pick up on otherwise! I’m able to give very specific advice to resolve uncommon issues and troubleshoot advanced problems – whether it’s an atypical HVAC system, a malfunctioning lock, or enhancing their z-wave network.
What do you find most rewarding about your role as a Project Manager on the Sales Team?
The most rewarding part of my job is witnessing the “Ah ha” moment when a new customer realizes how easier their life and job is going to be after our PointCentral solution is up and running!
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