Grant Talks Solving Problems as a Customer Success Consultant
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.
In recent years the world has gotten a good bit more complicated, but basic human needs and desires haven’t changed much. Whether we’re eating dinner at a restaurant with our family, donating to a charity that means a lot to us, or reflecting on our time at work, the common thread that determines whether we do it again the next day has been, and always will be, whether the experience was a good one. And for organizations that recognize this, Qualtrics provides the technology and services necessary to make this a reality. That’s why I joined Qualtrics: to be able to play a role in bringing this sense of joy and positive experience to others in a way that cuts to the core of decision making - whether something is adding value and bringing you joy.
What was the turning point where you knew you 'had to have the job' at Qualtrics?
The pandemic caused a delay to the end of my interview process. But during that delay, I was in shock to see how communicable and relationship-oriented the organization was. I had an immense appreciation for my manager and my recruiter for keeping me updated with what was happening with hiring at the macro level. I also specifically remember a conversation with my manager where he showed transparency and empathy for my situation, understanding that waiting around was difficult for me given my previous role. But through conversations, I knew that I wanted to join a group of people who treated others that way, so when the time came, we did everything to make it work
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 companies of all shapes and sizes need to do to improve the experiences that they're providing.
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 feels the same as the last and where the problems that I 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 is what pushes 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: Years from now, when you reflect back on this day, what will make you proud to tell the story as it really happened? It’s a simple thought experiment, but it often helps me avoid making rash or short-term decisions.
|Grant is an alumnus of Vanderbilt University and started his career at Ernst & Young. He is a nationally ranked college basketball bracketoligist.|
September 1, 2021