June 9, 2016|
It’s a bird! It’s a plane! It’s…Chris Shackelford! Meet Vera’s Newest Hero
Equipped with X-ray vision, herculean strength, and the ability to leap tall buildings in a single sprint, Superman is notably one of the most iconic superheroes of all time. But, can he scale customer growth and has he successfully over delivered on customer requests again and again?
Today, I am thrilled to welcome Vera’s own Man of Steel, Chris Shackelford. Just like Superman, Chris has super-everything when it comes to customer success—smarts, dedication, and outstanding leadership skills. Chris joins Vera after a decade with Salesforce, where he worked with some of the most recognizable names in technology, including Facebook and Google.
Chris began working in customer success nearly two-decades ago, and has spent the last decade with Salesforce where he saw it was clear that mobile was the future. He shifted roles at Salesforce to focus on mobile, where he repeatedly listened to customers ask for protection that encompassed data security. It was clear this was where customers’ real need was beyond BYOD and MDM (mobile device management), and Chris jumped in.
For this blog post, I asked Chris to expand on five questions that give some insight into his career path and I’m excited to share how in the event of a crisis or customer request, he instantly transforms into Superman.
Why did you make the move from Salesforce to Vera?
[Chris] I chose to make the move because Vera addressed some specific customer needs that can be a game-changer in the way enterprises collaborate today. I’m excited about my new role and feel like I’m in the right place at the right time. I truly believe that Vera is poised for “explosive growth” with products that are key to businesses of all sizes; and my skills and experience will help ensure the success of our customers as they embrace us.
What is customer success to you?
[Chris] Customer success is a relentless focus on generating ever-greater business value while removing barriers to adoption. Getting people to buy into the product is just the first step. Ultimately, knowing that customers love the product and want to deploy throughout their business is key. Making sure the customer successfully deploys Vera, and is happy, is one of the most important aspects of my job. At the end of the day, our customers make us who we are, and I love being on the front lines with them.
What excites you about this role?
[Chris] Vera is the type of product that organizations handling highly sensitive information need. With external sharing and collaboration being at an all time high, companies need to be sure that their data is safe no matter where it travels. Once I saw Vera in action and confirmed it works in the ways users need to work, I knew this was the company for me. Working with a product you believe in makes it exciting to be with the company.
How is the customer success industry changing?
[Chris] All stages of customer engagement are becoming more social, mobile, and real-time. The ability to deliver strong business value has always been a competitive differentiator, but it’s becoming exponentially more important. That being said, the ultimate goal of a Customer Success team is still making sure that the company is profitable and grows. The way of achieving this is to make sure your customers are equally as profitable and productive as possible. By eliminating any painful user experiences, we can achieve these goals.
What are some personal accomplishments?
[Chris] Some personal accomplishments that I’m extremely proud of is working with Google and Facebook, and helping them drive maximum business value out of their investments in Salesforce. I also volunteer with several organizations from job placement prep to food kitchens, and am proud to make that difference in the lives of people who are less fortunate. And of course, I’m super proud of my kids!
Our team is continuing to grow here at Vera. Looking for a new career opportunity and interested in learning more? Visit our jobs page at https://www.vera.com/jobs/, we’d love to hear from you!