Monday Guest Jennifer Milton-Y3-W31

Mohammed Alqaq July 29, 2024August 5, 2024

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Get to know Jennifer Milton

By: Mohammed Alqaq | July 29, 2024 | Year 3 – Week 31/2024

Hi Customer Success Middle East Community! I am Jennifer Milton and I live in Brooklyn, New York USA. I have worked in the customer success field way before the term “Customer success” was widely used (it was Account Management).

Since 2005 I have worked with for Saas start-ups focused on financial services clients. When I’m not being a client ambassador, solutions sleuth and trusted strategic advisor, I enjoy traveling different parts of the world; enjoying multiple disciplines of art that New York City has to offer; and cooking for my family (as well as eating).

I currently work from home and manage contracts of ~$4M in ARR. The things I like most about customer success at a Saas organization is collaborating with multiple teams like product, engineering, support, and sales (especially sales) to find solutions to complex business problems. There is a unique bond with clients that can be formed with helping them achieve desired outcomes and finishing the big milestones. I enjoy supporting and serving others, and this field provides me ample opportunity to feed that passion.

We asked Jennifer to take us through a journey telling us about her career path, how she spends her workday, what advice she can share with someone starting as a customer success manager, and many other questions.

Enjoy reading this interview

Tell us about your career path?

I studied at Texas A&M University and majored in agriculture-business and my first job was with Travelers Insurance in the special liability group, oversaw all large-scale and toxic-tort and environmental claims (think class actions or mold and asbestos litigation). I was exposed to analyzing and learning about contractual obligations and legal precedence.

My next role was during my study to get my Masters in Business Administration (MBA) and worked within law firm that was coordinating counsel for a major pharmaceutical company. I managed a specialized administrative team and supervised financials for over 30 regional counsels to distribute and bill across the insurer group.

After getting my MBA, I started working in pre-sales for a super-niche Saas start-up in the investment banking secondary collateralized debt market. I wore several hats and worked in several roles as we grew, including client account management and process operation management.

The start-up was acquired by Markit and I moved from Dallas to New York and focused on client account management and expansion. My technical knowledge of CDO/CLO’s operations expanded into equities and swaps and expanded the clients I worked closely with.

In 2014, I shifted out of IB and into Wealth Management and moved into technology-focused saas firms that build products and services. I’ve been in WM ever since.

How did you join Customer Success?

Customer Success was brought to my attention from a hiring manager that I interviewed with for a Sales position I interviewed for. They saw that I had no direct sales quota experience, but thought I would be perfect for a role they did not have posted on their website in customer success. I met with the founder of the company and I’ve been enjoying solving client problems and mentoring other CSM’s since.

How would you describe the ideal CSM candidate?

An ideal CS candidate has a high EQ and can ‘read the room’. The candidate finishes the project/job at hand and is customer-centered with a passion for finding solutions. Another important factor is the ability to communicate at all levels from junior analysts to CXO at a major institution. A good CS person is open and seeking to learn more constantly.

What one piece of advice would you give to someone just starting out as a Customer Success Manager?

All client feedback is invaluable, no matter if it’s good or bad. If a client communicates with you, that’s critical intel/information. Do not take it for granted and be the voice of the customer.

In addition to that “Be accountable” and “give credit to the people who support you and the clients”, always own your mistakes and always give credit to the teams and resources that help you do your job.

Always own your mistakes and always give credit to the teams and resources that help you do your job.

Can you take us on a journey describing what your workday looks like?

My workday starts the moment I wake up.

I check emails and Slack for any immediate needs, and then I check my calendars (I’m pretty obsessive about reading everything that comes in)

I quarterback any immediate issues and then cycle through each client to ensure their adoption targets are being addressed.

I spend Mondays and Fridays prepping for upcoming meetings and completing internal administrative tasks.

What makes you feel inspired or motivated?

I’m motivated by completing a job or accomplishing a goal. I get super inspired by watching others accomplish their goals.

What’s one thing that people are generally surprised to find out about you?

I was born legally blind. After 6 eye surgeries including Lasik in 2014, I still struggle with my vision. I have visibility challenges constantly. This mostly impacts me when I’m writing emails. It’s challenging to proofread/edit my emails and typed messages and takes me a bit longer.

Who do you look up to the most?

I look up to strong women leaders and change makers like: Shirley Chislom, Oprah Winfrey, Ruth Bader Ginsburg, Coach Dawn Staley, Michelle Obama, Malala Yousfzai, Reshma Saujani, and Gigi Hadid.

What are your top 3 priorities now?

These are my top 3 priorities:

Networking with CS industry leaders in NYC and internationally
Expanding my knowledge beyond my work experience
Not wasting time and being productive in everything I do personally and professionally.

What advice would you give to Customer Success Managers to grow and develop their careers?

Network within the industry, but also network with your clients. It’s so critical to get multiple perspectives and gain broad knowledge. That can only be done through growing relationships.

What’s your favorite book, and why?

This is hard – but I have 2 books: “To Kill A Mockingbird” and “The Kite Runner” because both put me in an emotional tailspin. I find it remarkable how books can be so compelling.

» Check out the 10 Books a CSM should read to advance and improve their skills.

Have you had your “I’ve made it” moment yet?

I think so. When I was in a helicopter flying to a Caribbean island vacation resort for a week’s long trip, I realized that I had accomplished more than I dreamed. But I wanted more.