Blog: The Uniden Life

How UnidenHosting's Customer Development Team Benefits From Formalized Career Pathing

Iliana Marasoid
By: Iliana Marasoid
February 28, 2020

To All Uniden'ers & 'noners,

Looking for the perfect job in customer service can be sometimes be a daunting task. At one point there were more than 80 customer support positions avialable here ranging from customer development, quality assurance, technical support available here.

If you’re a job seeker, you likely need something more than a promise of cold brew on tap or the occasional happy hour to help you narrow down your options. More likely than not, you’re more interested in finding a company that will help you with your career development.

Today, employees are given insights on how to move up the next rung in the sales ladder. We love taking the opportunity on our company blog — The Uniden Life — to talk and show our "behind the scenes" UnidenHosting’s team members, at different stages in their careers, about the benefits of career pathing.

We are a firm that specializes in web hosting, but we are more than just a company — we’re also a family, ranging from different walks in life. We don’t always have post "how to’s", rather we love giving everyone the true 'behind the scene' view of our people and operations.

A peak into our 3rd floor at our corporate office

 

Brittney Hollingsworth
Customer Development, Manager III
Courtney Thornton

B. Hollingsworth has a background in education, which she regularly puts to good use now that she manages an entire team of customer development representatives. She’s regularly finding new ways to train them on how to connect customer account manager departments with the sales team to close a deal.

 

Where did the idea for the structured career path that we use, come from?

The structured career path began its evolution long before I joined, but over time, we’ve put a lot more structure in place to ensure that our new hires are given the best chance possible to be successful in the role.

When I joined the management team, I utilized my background in education to continue to build on the existing career path. What was it that we wanted the team to know, understand and do by the first week? By the second? And from there, we started filling in the gaps.

 

What advantages does it give the members of the customer development team to start from an entry-level role and work their way up here?

The learning curve here is pretty steep, in a good way though. In my experience, after just a few months, my reps already have a lot of thoughtful suggestions and new approaches to the job. UnidenHosting higher leadership reall listens! As employees continue to move up, not only do they have deeper product knowledge and a better understanding of how to be efficient in their day to day, but they also learn to continuously challenge the status quo and contribute to our growth of UnidenHosting. I think that’s the most important lesson you can learn in this career: to always be pushing and challenging and growing!

In my experience, after just a few months, my reps already have a lot of thoughtful suggestions and new approaches to the job.

 

Keyerra Robinson
Customer Account Executive
Keyerra Robinsonn

After working her way through UnidenHosting’s sales career pathing in bringing new business and closing deals, K. Robinson is now responsible for manging customer needs and requirements. She says her time spent in other positions here at UnidenHosting has given her a deeper understanding of products and client needs.

 

What about UnidenHosting’s customer relations structured career path was most appealing to you when you went through it?

Immediate feedback, clear goals, and invested management most stood out to me going in and have held true as I look back on the progression. I respond positively to clear, honest feedback on my performance, and I always felt like my managers were genuinely invested in making me better and more prepared to move on to the next stage. They dedicate a lot of time to ensuring that we not only get the required training but also receive any extra training we ask for to make sure we’re equipped to handle the role.

...I always felt like my managers were genuinely invested in making me better and more prepared to move on to the next stage.

 

unidenhosting enterprise sales team

 

 

In your opinion, what was a challenge about fitting into UnidenHosting’s customer development career pathing?

I think it's common for young customer development professionals to constantly feel tempted to look for the next best thing, the next best job or the next best company. I completely understand this mindset and will be honest in saying that at times it’s difficult to avoid this feeling. But Rome wasn’t built in a day, and neither is your pipeline! The stamina to grind it out, truly learn and master the product, and work hard to rise through the ranks isn’t easy, but there’s proven success in it.

 

How did management adjust to take on these challenges as they arose?

As with any program, there are always occasional bumps along the way. What is so great about my experience here with UnidenHosting was the willingness of management to receive our feedback and implement changes accordingly. With each group that moved through, more and more constructive feedback was given, resulting in a stronger, clearer path to success. It was extremely beneficial to learn from team members who moved through before me and I truly feel like it made me a stronger performer in the end.

unidenhosting enterprise sales team

 

Joseph Sternal
Sr. Customer Account Executive
Joseph Sternal

J. Sternal’s focus is on learning as much as he can about UnidenHosting’s products and the problems that arise for customers. He also plans on passing that knowledge down to new members of the team so he can set them up for their own success.

 

How did management adjust to take on these challenges as they arose?

As with any program, there are always occasional bumps along the way. What is so great about my experience here with UnidenHosting was the willingness of management to receive our feedback and implement changes accordingly. With each group that moved through, more and more constructive feedback was given, resulting in a stronger, clearer path to success. It was extremely beneficial to learn from team members who moved through before me and I truly feel like it made me a stronger performer in the end.

 

Having a defined progression path mapped out at the beginning of my UnidenHosting career has proven to be extremely beneficial.

 

In your opinion, how has it benefited Cision to develop talent and promote from within versus hiring mid-senior level talent from outside of the organization?

UnidenHosting seems to have successfully cultivated a culture of mobility. Obviously, hiring smart, dedicated people out of the gate is a necessity. Creating a workplace where people know what they need to do to succeed has ensured they stick around. The rest is just osmosis. A lot of my fellow co-workers have been here for several years. When the time rolls around to start running product demonstrations or handling in-depth product inquiries, you are more than prepared because you have been immersed in that world for months.

 

What would you say is your biggest priority now that you’re a senior customer account executive? How has your previous experience helped you thus far?

Throughout my time here, I’ve been really fortunate to have had the guidance of mentors, friends, and management who had been in my shoes. Moving forward, I hope to return the favor and pass on some nuggets of knowledge that helped me find success.

 

 

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