Meet Lauren Scholtz one of intelliHR’s hard-working Customer Success Managers. Lauren Scholtz loves helping improve the lives of her customers and making sure they get the best out the intelliHR platform.
A: My work has always been using what I know to make someone else’s life a bit better. I started off as a travel consultant, organising the four weeks that people had off a year from work. I enjoyed that, but I realised that the other 48 weeks of someone’s life was where the real action happens. So, I ended up in recruitment and I really enjoyed matching the right person to the right job. It’s important that you have a job that you actually like and that you feel like you’re adding value. And now I’m here at intelliHR, on that next level up of helping people help people enjoy their jobs.
A: I do a whole lot of things. I spend about a third of my time training customers how to use the system and how to get the most out of it for their business (because everyone’s business is very different). About a third of my time behind the scenes configuring the system, doing the things the customer can’t do themselves. There are a lot of options you can do to make it look and work in different ways. Then my last third, one of my favourite parts of the job, is creating instructional materials and training materials – videos, diagrams, how-to guides, keeping the user guide up-to-date, making sure people have the resources they need so they can do what they need to do.
A: I love interacting with the customers, recently we had a couple of customers come and spend the day with us and we helped organise their onboarding process. They went from having 30 pieces of paper and a major pain point of having people sit there for two hours signing off on compliance forms to now it’s all automated, it’s all online, they click one button and it all just makes sense. During our day, we had post-it notes, we had flow charts, we had pieces of butcher’s paper everywhere. And it went from this crazy mess of little stickers everywhere down to a really nice, neat step-by-step process that added a lot of things they didn’t have before but had always wanted to do. Like employee check-ins. They now have a streamlined process where HR gets done what it needs to get done, managers have got that guidance/responsibility to do what they have to do, but the employees themselves have a much better experience now. So, they are going to get off to a really good start in that business.
A: Yes, that’s what I like to think makes us special. We do take the time to get to know what our customers actually need and what they are trying to do. I mean it’s such a huge thing to go from paper and Excel and very manual processes. Yes, you can just dump it on the system and make it exactly the same, but it’s such a great opportunity to take what they’ve got and to tighten it up and make it even better.
A: The velocity at which we are growing and getting new features and adding new people into the business, so that we can move even faster. It’s spiraling up so quickly and that really excites me. I was saying the other day, I feel like it’s Christmas every day, I come into work and there’s a new feature in there or they’ve enhanced something or updated something. Or we have a new customer who’s at the start of that journey and they’re excited and unsure what’s going to happen and, for me, knowing all the possibilities that are out there for them, I just get so excited for what’s going to make their life better.
A: There has to be, I don’t know how to code, but I can talk to customers and find out what they need. And the Development guys are just so fantastic in terms of taking it on board, plusing it themselves, making it even better. You’ve got Hans the user experience designer, and the way that he thinks and the way he takes what you need and turns it into something beautiful. Then the developers just build it, it’s honestly just like magic.
A: Yes, most of the places I’ve worked have been big multi-national businesses, that have established ways of doing things and processes and this is how it’s always been done. Whereas working here there’s the opportunity to try new things and it’s really encouraged to have those experiences and if it’s going to make it better for the people we support, it’s always worth a try.
A: Absolutely! One of the things that Disney does really well is storytelling, it’s about that completely immersive customer experience. From the moment you get to that theme park, everything is in line and tells the same story and you never get bumped out of that experience. So, you know what to expect, you know how things are going to go, you may have some fun surprises in there, but it always all lines up. And so, for me, that’s something I really try to do in every role that I’ve had, is to think about the experience as an inclusive one for the customer. Anything that they need or experience, managing that so you get to your goal, but why can’t it be enjoyable at the same time?
Look out for our next installment of the intellistars series where we meet the people behind intelliHR.