We try to stay humble at Localytics, but there’s no denying it: we have an incredible team here. (#Blessed.) Our 5@5 blog series uses 5 questions to get a behind-the-scenes look at who’s designing, building, and marketing our platform, and how they do it. This week, we're talking to Kaleb Bataran, Solutions Consultant.
Meet Kaleb! As a Solutions Consultant, he manages the implementation for new Localytics customers. As you can guess, it's a pretty big deal; first impressions matter, and it's important to us that our customers have a great one of our platform.
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“I focus on making sure our customers get the most use out of Localytics, and are set up for success in the future.”
Absolutely. You have to be able to manage a lot of projects at the same time, know how to allot time to specific projects during specific time periods. The other kind of account manage-y part is working with a marketing team, product team, and a development team to manage all of the meetings. We have strict implementation deadlines that we try our best to stick to. And working with the development team, we try to keep the questions inside our onboarding process. I’m not a fan of going to the engineering or product teams to ask a question. You really need to be constantly developing your skills as a technical asset.
I would say it demands that you can work with many different customer-facing teams. At other companies, you might be just working with a development team to hit these specific deadlines, and you can just be kind of technical and help them out with whatever code bits they need or questions they have. But with this role, you need to be able to pull together many different teams. And you have to be...I don’t think demanding is the right word, but you really need to be confident. Like, this is the way we’re going to do it: I need the marketing team on these days, I need the product team on these days, I need the dev team on these days. You need to be sure that you know how to do the process right.
This is a man who takes customer success seriously.
One is that at the end of the implementation, when you start to get close to the finish, and you see “wow, this is a beautiful implementation.” There are great event tags, great attribute tags, everything is set up properly, [the customer] is getting really great data. You know when they get handed off back to the account manager they’re going to have an easy time working with the customer to get their use cases. It’s just making sure they have a great implementation, and being like wow, I did that. I drove them to have a great first interaction with our product.
And the role specifically? Working with so many different teams and learning about so many things can be incredibly overwhelming sometimes. You’re like, okay: I want to learn how to be confident on the phone with customers, and manage 30 projects at the same time. And I want to learn how to code in Swift, and how to create a custom report and write a Ruby script that pulls from a Vertica database and sends the data to that, daily! You learn a lot, about so many different things, all at the same time.
I think one of the biggest things that I see in implementation, and for customers coming from 20 years of just web, they want to tag every screen, and every button, and it’s just one click and they’re like, we’re good! And it’s getting them off of that mindset; you know a user went to that screen and hit that button, but what are you going to do with that information? Those are going to be weak funnels and conversion points. So you’re getting them to change from that mindset to: you know the user went here, but what did they do when they were there? With an ecommerce app, what were they looking at? What was the brand, how much did they spend, did they add it to their cart, did they favorite it, did they add it to their wish list, did they send it to a friend?
Learn more: A Step-By-Step Guide to Analyzing app Funnels
The addition of attributes to event tagging is so powerful, and companies coming from that web-centric background don’t always entirely understand that. You can tag so much data with just one action. It doesn’t have have to be just looking at a screen, or looking at a button.
That’s a big question! The companies I’m working with, enterprise companies, are really transitioning towards mobile.
We’re sitting with customers and they’re super excited, like: “We have the data! We have the data!”
They were so excited just to have the data. And they weren’t even sending push notifications yet! Going from having nothing to real data about your mobile applications is a huge transition. Obviously, it’s only going to go further. With the introduction of rich push and iOS 10, sending personalized content to users is only going to get more and more valuable. As that content becomes more and more customizable to the user, it’s going to be big.
Learn more: Rich Push Notifications--4 Ways To Rich Push It Real Good
I would say companies are going to get even more serious about getting tracking right from the start. If you’re releasing an application and you’re not tracking usage, or tracking sessions, nor user behavior, how are you going to know what app updates to make, or what features to edit? You risk not being able to make really calculated decisions, and not being able to give your users what they want. When you know your users are really into this feature, then you can decide to focus on that feature and make it even better. Or, let’s not spend much time on this feature because people aren’t really using it. \
I’ve been playing a lot of Bloons Tower Defense. So if I’m on the train or just not answering emails right at that time, I’m playing that game.
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