× We offer our visitors 5 free video views. Download the free iOS app here for access to thousands of videos. Schools may contact us for full platform access.
Tourist 1553 marcus1
Tags:

CUSTOMER ENGAGEMENT SPECIALIST: Combining His Knowledge Of Technical & Business

About this video 

Terance, a Customer Engagement Specialist at a cloud computing company, helps and interacts with customers at all levels, from the detailed and technical to the broad and strategic. Originally a Software Engineer, he eventually realized that he wanted to work with customers and businesses more directly, in a project management role. His technical expertise was the foundation he needed to get his dream job.

School: Morehouse College
Degree: Computer Science - Business Administration
Job Title: Customer Engagement Specialist

Job Summary: Computer and Information Systems Managers

Job Description

Computer and information systems managers, often called information technology managers (IT managers or IT project managers), plan, coordinate, and direct computer-related activities in an organization. They help determine the information technology goals of an organization and are responsible for implementing the appropriate computer systems to meet those goals.

On-the-Job Training

None

Additional Info

Most jobs for computer and information systems managers require several years of experience in a related information technology (IT) job. Lower-level management positions may require only a few years of experience. Directors are more likely to need 5 to 10 years of related work experience. A chief technology officer (CTO), who oversees the technology plan for an organization, may need more than 15 years of experience in the IT field before being considered for a job.

Quick Facts

Average salary
Average salary
National Statistic Change Location
Confirm
$70,000 - $170,000
Projected job growth
Projected Job Growth
10 to 20 percent
Typical schedule
Typical schedule
Full-time
Typical workplace
Typical workplace
Indoor, Office, Hospital / Clinic
Personal qualities
Personal Qualities
Analytical skills, Leadership ability, Organizational skills, Problem solving skills, Verbal communication skills, Written communication skills

PathSource provides free English transcriptions for each of our informational interviews on video which will appear here after you have signed in. Our advanced transcriptions are highly interactive. They scroll down automatically as the video plays and users can jump to a specific part of the video by clicking on any word in the transcript.

For a small fee, we offer transcriptions in different languages, making PathSource a great tool for English Language Learners. This feature is currently available for customers in the education field only.

Please contact us at support@pathsoruce.com if you have any questions or would like to get a price quote for advanced transcripts offered in a second language.

P3.instances[0].transcript.parse_transcript_data({"transcript":"<p><span m='660'>So</span> <span m='1000'>I'm</span> <span m='1490'>a</span> <span m='1550'>customer</span> <span m='1960'>engagement</span> <span m='2480'>specialist</span> <span m='3810'>at</span> <span m='4080'>a</span> <span m='4180'>cloud</span> <span m='4500'>computing</span> <span m='4890'>company.</span> </p><p><span m='5960'>So</span> <span m='6340'>a</span> <span m='6390'>typical</span> <span m='6790'>day,</span> <span m='7370'>what it</span> <span m='7690'>looks</span> <span m='7860'>like</span> <span m='8020'>for</span> <span m='8119'>me,</span> <span m='8260'>is</span> <span m='8830'>I</span> <span m='9000'>engage</span> <span m='9420'>with</span> <span m='9580'>multiple</span> <span m='10040'>customers.</span> <span m='11040'>Small</span> <span m='11440'>to</span> <span m='11510'>large.</span> <span m='13320'>I</span> <span m='13450'>interact</span> <span m='13970'>with</span> <span m='14140'>them.</span> <span m='14510'>So</span> <span m='14630'>I</span> <span m='14710'>might</span> <span m='14950'>have</span> <span m='15720'>different</span> <span m='16110'>meetings</span> <span m='16680'>with</span> <span m='16840'>customers,</span> <span m='18850'>talking</span> <span m='19280'>about</span> <span m='21050'>strategic</span> <span m='21540'>plans</span> <span m='21990'>on</span> <span m='22100'>how</span> <span m='22260'>to</span> <span m='22350'>improve</span> <span m='22740'>their</span> <span m='22930'>adoption</span> <span m='23480'>of</span> <span m='23620'>our</span> <span m='23780'>company's</span> <span m='24100'>software</span> <span m='24380'>and</span> <span m='24660'>platform.</span> </p><p><span m='26330'>How</span> <span m='26510'>to</span> <span m='27180'>achieve</span> <span m='27660'>certain</span> <span m='27930'>best</span> <span m='28190'>practices.</span> <span m='29260'>Answer</span> <span m='29600'>questions</span> <span m='30050'>about</span> <span m='30270'>how</span> <span m='30510'>I can</span> <span m='30570'>improve</span> <span m='30990'>their</span> <span m='31360'>experience</span> <span m='31910'>on</span> <span m='32080'>the</span> <span m='32170'>user</span> <span m='32450'>platform.</span> <span m='34530'>Also</span> <span m='34880'>engaging</span> <span m='35280'>with</span> <span m='35970'>account</span> <span m='36380'>executives</span> <span m='37020'>that</span> <span m='37180'>are responsible</span> <span m='37585'>for the</span> <span m='37990'>account,</span> <span m='38330'>so</span> <span m='38410'>that's</span> <span m='38660'>sales.</span> <span m='39430'>So</span> <span m='39530'>I</span> <span m='39660'>work</span> <span m='39880'>with</span> <span m='40000'>them</span> <span m='40685'>to</span> <span m='41090'>get</span> <span m='41240'>a</span> <span m='41280'>background</span> <span m='41800'>of</span> <span m='41890'>the</span> <span m='42000'>account</span> <span m='42360'>before</span> <span m='42640'>I</span> <span m='42710'>engage</span> <span m='43120'>with</span> <span m='43280'>the</span> <span m='43360'>customer.</span> </p><p><span m='45760'>And</span> <span m='46070'>then</span> <span m='46360'>also</span> <span m='46750'>just</span> <span m='47260'>researching,</span> <span m='49090'>learning</span> <span m='49400'>more</span> <span m='49630'>about</span> <span m='49900'>our</span> <span m='50010'>company's</span> <span m='50260'>product,</span> <span m='50850'>researching</span> <span m='51830'>best</span> <span m='52050'>practices,</span> <span m='53140'>that</span> <span m='53280'>I</span> <span m='53330'>could</span> <span m='53470'>come</span> <span m='53690'>back</span> <span m='53890'>to</span> <span m='53980'>the</span> <span m='54080'>customer</span> <span m='54510'>to</span> <span m='54690'>further</span> <span m='55020'>engage</span> <span m='55340'>with</span> <span m='55470'>them</span> <span m='55800'>on.</span> </p><p><span m='56410'>My</span> <span m='56820'>undergraduate</span> <span m='57360'>degree</span> <span m='57610'>was</span> <span m='57740'>Computer</span> <span m='58120'>Science.</span> <span m='59180'>So</span> <span m='59740'>I</span> <span m='59840'>started</span> <span m='60250'>off</span> <span m='60600'>as-</span> <span m='62300'>out</span> <span m='62580'>of college with</span> <span m='62780'>computer</span> <span m='63130'>science-</span> <span m='63560'>I</span> <span m='63630'>started</span> <span m='63930'>off</span> <span m='64110'>as</span> <span m='64220'>a</span> <span m='64280'>software</span> <span m='64660'>engineer</span> <span m='65600'>at</span> <span m='65720'>another</span> <span m='67110'>technical</span> <span m='67540'>company.</span> </p><p><span m='67990'>So</span> <span m='68260'>I was a</span> <span m='68330'>software</span> <span m='68650'>engineer</span> <span m='69110'>for</span> <span m='69240'>about</span> <span m='70170'>seven and a half years.</span> <span m='72080'>I</span> <span m='72160'>did</span> <span m='72550'>things</span> <span m='72820'>like</span> <span m='73120'>web</span> <span m='73350'>development,</span> <span m='74160'>internal</span> <span m='74730'>web</span> <span m='74980'>application</span> <span m='75430'>development,</span> <span m='77080'>system</span> <span m='77780'>analysis,</span> <span m='78570'>project</span> <span m='78990'>management,</span> <span m='80260'>things</span> <span m='80450'>like</span> <span m='80610'>that.</span> </p><p><span m='81060'>And</span> <span m='81190'>so</span> <span m='81880'>I</span> <span m='81920'>wanted</span> <span m='82160'>to</span> <span m='83530'>get</span> <span m='84190'>less</span> <span m='84470'>technical,</span> <span m='84920'>and</span> <span m='85010'>more</span> <span m='87160'>intertwined</span> <span m='87450'>with</span> <span m='87540'>the</span> <span m='87610'>business</span> <span m='88030'>and</span> <span m='88120'>customer.</span> <span m='88990'>So</span> <span m='89220'>I</span> <span m='89320'>actually</span> <span m='89680'>went</span> <span m='89890'>and</span> <span m='90060'>got</span> <span m='90270'>and</span> <span m='90680'>MBA</span> <span m='91920'>while</span> <span m='92370'>I</span> <span m='92430'>was</span> <span m='92580'>working.</span> <span m='93720'>And</span> <span m='94290'>so</span> <span m='95110'>then</span> <span m='95350'>started</span> <span m='95570'>to</span> <span m='95640'>look</span> <span m='95770'>for</span> <span m='95920'>opportunities</span> <span m='96570'>where</span> <span m='96770'>I</span> <span m='96820'>could</span> <span m='97490'>engage</span> <span m='97960'>more</span> <span m='98230'>with</span> <span m='98340'>the</span> <span m='98400'>customer</span> <span m='98740'>in</span> <span m='98800'>the</span> <span m='98880'>business</span> <span m='99230'>side.</span> </p><p><span m='100630'>And</span> <span m='101440'>so</span> <span m='101950'>I</span> <span m='102120'>found</span> <span m='102190'>a</span> <span m='102280'>position</span> <span m='102670'>at</span> <span m='102840'>the</span> <span m='102930'>company</span> <span m='103210'>I'm</span> <span m='103320'>currently</span> <span m='103700'>at,</span> <span m='104360'>where</span> <span m='104960'>I</span> <span m='105030'>could</span> <span m='105960'>intertwine</span> <span m='106200'>my</span> <span m='106400'>technical</span> <span m='106840'>knowledge,</span> <span m='107760'>and</span> <span m='107910'>also</span> <span m='109390'>manage</span> <span m='109720'>customers</span> <span m='110390'>and</span> <span m='111090'>manage</span> <span m='111410'>accounts.</span> <span m='112050'>And so</span> <span m='112650'>I</span> <span m='112760'>was</span> <span m='113230'>what you'd call a</span> <span m='113680'>technical</span> <span m='114100'>account</span> <span m='114390'>manager.</span> </p><p><span m='115280'>And so I was</span> <span m='115730'>a</span> <span m='116210'>point</span> <span m='116720'>of</span> <span m='116810'>contact,</span> <span m='117390'>responsible</span> <span m='117840'>for</span> <span m='117930'>the</span> <span m='118010'>customer.</span> <span m='118500'>And</span> <span m='118940'>explaining</span> <span m='119600'>what's</span> <span m='119780'>going</span> <span m='120020'>on,</span> <span m='120240'>on the platform.</span> <span m='121810'>But</span> <span m='121900'>also</span> <span m='122500'>engaging</span> <span m='123020'>and</span> <span m='123080'>interacting</span> <span m='123810'>with</span> <span m='124030'>them</span> <span m='124320'>at</span> <span m='124750'>a</span> <span m='124810'>strategic</span> <span m='125260'>level.</span> <span m='125710'>And</span> <span m='126540'>interacting</span> <span m='127100'>with</span> <span m='127430'>multiple</span> <span m='127830'>different</span> <span m='128090'>people</span> <span m='128840'>in</span> <span m='128970'>our</span> <span m='129150'>company,</span> <span m='129479'>as</span> <span m='129570'>far</span> <span m='129820'>as</span> <span m='129910'>software,</span> <span m='130610'>sales,</span> <span m='131220'>QA.</span> <span m='133310'>That's where</span> <span m='133700'>I am</span> <span m='133900'>today.</span> </p><p><span m='134300'>The</span> <span m='134770'>advice that</span> <span m='134960'>I</span> <span m='135050'>would</span> <span m='135180'>give</span> <span m='136010'>somebody</span> <span m='136520'>is</span> <span m='136670'>to</span> <span m='136790'>really</span> <span m='137460'>understand</span> <span m='138700'>what</span> <span m='139120'>it</span> <span m='139240'>is</span> <span m='139510'>that</span> <span m='139940'>you're</span> <span m='140130'>trying-</span> <span m='141100'>what</span> <span m='141280'>it</span> <span m='141420'>is</span> <span m='141570'>that</span> <span m='141740'>you</span> <span m='141850'>want.</span> <span m='142470'>To</span> <span m='142590'>really</span> <span m='142900'>project,</span> <span m='143990'>try to</span> <span m='144450'>look</span> <span m='144690'>five,</span> <span m='145000'>ten</span> <span m='145250'>years</span> <span m='145980'>in</span> <span m='146080'>advance</span> <span m='147000'>of</span> <span m='147100'>what</span> <span m='147230'>you</span> <span m='147340'>want</span> <span m='147510'>to</span> <span m='147580'>do.</span> </p><p><span m='149360'>I</span> <span m='149500'>started</span> <span m='149840'>off</span> <span m='150170'>in</span> <span m='151280'>technical.</span> <span m='151830'>But</span> <span m='152160'>I</span> <span m='152240'>found</span> <span m='152580'>out</span> <span m='152780'>that</span> <span m='152940'>that's</span> <span m='153180'>not</span> <span m='153390'>really</span> <span m='153610'>ultimately</span> <span m='154680'>what</span> <span m='154880'>I</span> <span m='154940'>wanted</span> <span m='155180'>to</span> <span m='155280'>do.</span> <span m='155870'>I'm</span> <span m='155950'>still</span> <span m='156210'>using</span> <span m='156640'>it</span> <span m='156800'>to</span> <span m='157100'>leverage</span> <span m='157560'>my</span> <span m='157830'>skills and</span> <span m='158250'>experience.</span> </p><p><span m='160190'>But</span> <span m='160330'>it's not ultimately</span> <span m='160910'>what</span> <span m='161110'>I</span> <span m='161180'>want</span> <span m='161390'>to</span> <span m='161450'>do</span> <span m='161810'>and</span> <span m='161920'>be</span> <span m='162030'>known</span> <span m='162300'>for</span> <span m='162540'>necessarily.</span> <span m='163905'>And so</span> <span m='165170'>if</span> <span m='165700'>possible,</span> <span m='166440'>do</span> <span m='166610'>a</span> <span m='167410'>lot</span> <span m='167720'>more</span> <span m='168000'>soul</span> <span m='168320'>searching.</span> <span m='168780'>Kind of</span> <span m='169010'>really</span> <span m='169230'>understand</span> <span m='169670'>what</span> <span m='169810'>you</span> <span m='169950'>like.</span> <span m='170640'>What</span> <span m='170750'>do</span> <span m='170790'>you</span> <span m='170870'>think</span> <span m='171030'>is</span> <span m='171090'>going</span> <span m='171260'>to</span> <span m='171310'>be</span> <span m='172190'>most</span> <span m='172470'>impactful</span> <span m='173400'>for</span> <span m='173520'>you</span> <span m='173860'>in</span> <span m='173940'>your</span> <span m='174060'>career?</span> </p><p><span m='174460'>How</span> <span m='174500'>do</span> <span m='174580'>you</span> <span m='174680'>want</span> <span m='174790'>to</span> <span m='174830'>make</span> <span m='174990'>an</span> <span m='175090'>impact?</span> <span m='176040'>And</span> <span m='176840'>really</span> <span m='177090'>try</span> <span m='177290'>to</span> <span m='178100'>plan</span> <span m='178390'>from</span> <span m='178520'>that</span> <span m='178710'>perspective.</span> <span m='178980'>So</span> <span m='179250'>that's</span> <span m='179680'>what</span> <span m='179970'>I'm starting</span> <span m='180190'>to do</span> <span m='180370'>now.</span> </p><p><span m='181200'>I</span> <span m='181310'>wish</span> <span m='181570'>I</span> <span m='181760'>would</span> <span m='181860'>have</span> <span m='181980'>known</span> <span m='183670'>more</span> <span m='183880'>about</span> <span m='184100'>myself,</span> <span m='184920'>and</span> <span m='185050'>my</span> <span m='185230'>interests,</span> <span m='185610'>and</span> <span m='185690'>how</span> <span m='186060'>I want to</span> <span m='186160'>impact</span> <span m='186760'>it,</span> <span m='187140'>career-wise,</span> <span m='188190'>when</span> <span m='188310'>I</span> <span m='188370'>was</span> <span m='188520'>younger.</span> <span m='189420'>So that's</span> <span m='189720'>probably what</span> <span m='190020'>I would</span> <span m='190320'>say.</span> </p>","file":{"id":315632,"video_id":"2883303182001","name":"1553-Marcus-CustEngageSpec1","duration":190660,"thumbnail_url":null}});