Grant Talks Solving Problems as a Customer Success Consultant
In terms of my why, like many other people, when I'm interacting with other people or businesses, I'm constantly looking to understand how and why they're operating the way they are. I feel strongly that as consumers (and really, as humans) we are not very good about operating on a short-term timeline. We don't always live in the moment. The ability for a customer to feel satisfied in the moment is really important to bringing small pieces of satisfaction and joy to someone's day. I think the same goes for employee experience. If you can't feel satisfied with the thing that you're doing for the majority of your day, you're wasting your time. I'm really interested in thinking about those problems and how we can bring that momentary joy. That's why I joined Qualtrics - to bring that to other people and to myself. It's our mission and what we strive to do; not because of a business case but because it's important to bring joy to people's lives. And it also happens to have a business case.
What was the turning point where you knew you 'had to have the job' at Qualtrics?
The experience of maintaining communication and relationships despite the pause in hiring due to the pandemic was huge. I had an immense appreciation for my manager and my recruiter for keeping me updated during a pause in the recruitment process. I also specifically remember a conversation with my manager where he showed transparency and empathy for my position of going through interviews during Covid-19. Through that conversation, I knew that I wanted to join a group of people who treated others that way and truly cared about the well-being of others.
What is your favorite part of your role?
My favorite part of my role is being able to meet with so many different types of customers and to think through so many different types of problems. On top of that, I'm able to do so with the same ultimate goal of improving the lives of customers and employees. It's really fun to be able to think through what different types of companies (i.e. different sizes, industries, growth stages, etc.) need to do to improve the experiences that they're providing. It really expands that core purpose of what I'm excited to do on a day-to-day basis.
What are your aspirations in your career/life?
I try to wake up every day with the firm conviction that I'm nowhere near my full potential. With that, my aspirations are to put myself in a position where no day is monotonous and where the problems that I get to solve continue to be dynamic and impactful. Over time, as I grow in my career and as a person, I hope for that impact to continue to grow. Solving problems that will make an impact on the greatest scale possible are what push me to do what I do and to continue to grow and learn every day.
What is your top #LifeHack?
There's a concept from a book that I like called "The Undoing Project." Essentially, whenever I need to make a decision in life, I follow this: Thinking about how you want to tell the story in the future is a great way to determine what to do now. If you had a biography and every life was a book, you don't get to control the length of the book, but you can control if it's a good book or a bad book. That is an approach that I try to take when making decisions in my life.
|Grant is an alumnus of Vanderbilt University and started his career at Ernst & Young. He is a nationally ranked college basketball bracketoligist.|
May 26, 2021