At INIT, people are at the center of all we do. So, in 2019, we restructured our account management team and reinforced our customer care team to offer 24-hour support. The goal: to deliver a more dedicated and focused approach to customer care. We would like to introduce you to some of the folks who make that happen. We refer to them as the INIT “A” team.
I’ve been with INIT for more than 13 years, but I’ve been in the transit industry for 20. I live in Canada where I spend our long winters downhill skiing, curling, and snowmobiling on the lake with my Belgian Malinois. (her pace is about 37 mph!)
How does account management positively impact our customers?
As Account Managers, we develop a good understanding of all the ITS products that our customers have - both INIT and third-party applications - and how they interact with each other. One of our customer accounts is so large and has so many different users from different departments, that they do not have a single person that knows all of this. So, when they have a new business requirement, we are often in a unique position to guide them on how to best meet the requirement that capitalizes on the systems they already have in place. We often bring new products and feature to their attention and show them how these products can help them become more efficient or improve their service. We can even provide advice on how other customers have achieved such efficiencies. And, if our customers ask us for a product or service that we may not provide, we will put them in touch with other vendors that can help them. We are here to help our customers, whether it means a sale for INIT or not. We strive to help our customers provide the most effective and efficient means of transporting people.
I’ve been with INIT for almost 4 years. I started out working on proposals and I’ve been fortunate to follow some of these proposals into projects. It’s great to watch the success of our customers’ projects from start to finish. I’m also one of the many people who got backyard chickens during the quarantine. It has been such a fun family project and we now enjoy all the eggs!
Why do you think Account Managment is so important to our customers' success?
Our customers know their voices are being heard. As an account manager, I can work collaboratively with customers on a solution to a problem. We receive product training and regularly communicate with sales team members in other roles which keeps us up to date on what is new and exciting.
I am located in the Seattle office where I have been working with our West Coast customers for about 3 years. I enjoy mountaineering and climbing. Recently, I spent six days backpacking and scrambling in the Sawtooth Mountains of Idaho.
How have you positively impacted a customer through account management?
I’ve had several customers tell me that I’m not like other salespeople they have met because I’m making decisions with them and with their best interest in mind. This is one of the highest compliments I have received as it shows that my customers can count on me to listen to their needs and make trustworthy recommendations.
Account Management requires wearing many hats and knowing how to communicate effectively, both with the customer and with colleagues. You are the bridge between customer and vendor; you are the connection. It takes a long time to build a bridge and as with our customers, it takes a long time to build rapport with people. If Account Managers continue to work with our customers, INIT’s our bridges will get stronger and our connections will flourish.
Allison Swanson
757-413-9100