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CLIENT EXPERIENCE SUPPORT: Education Is Key

About this video 

Benjamin shares his story about being a Manager for Customer Experience Support for a high tech company. He describes a typical day as going to lots of meetings, interviewing potential candidates as well as his staff about their current performance and providing guidance to help them improve. Benjamin talks about the importance of education and how it has made a difference in his career, and he provides three key steps people need to take in order to move up in their job.

School: Arizona State University - University of Phoenix
Degree: Business Administration - Masters in Business Administration
Job Title: Manager
Employer: Sunquest Information Systems

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
Office, Indoor, Hospital / Clinic
Personal qualities
Personal Qualities
Problem solving skills, Analytical skills, Written communication skills, Verbal communication skills, Leadership ability, Organizational skills

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P3.instances[0].transcript.parse_transcript_data({"transcript":"<p><span m='370'>Current</span> <span m='450'>job--</span> <span m='790'>I</span> <span m='990'>am a</span> <span m='1300'>manager</span> <span m='1730'>of</span> <span m='2140'>customer</span> <span m='2490'>experience</span> <span m='2900'>support</span> <span m='3350'>for</span> <span m='3740'>SunPlus</span> <span m='3960'>Information</span> <span m='4430'>Systems.</span> <span m='4760'>A</span> <span m='5150'>typical</span> <span m='5640'>today--</span> <span m='6040'>I</span> <span m='6320'>come</span> <span m='6580'>in</span> <span m='6890'>about</span> <span m='7280'>8:00.</span> <span m='8100'>I</span> <span m='8250'>end</span> <span m='8490'>up</span> <span m='8630'>staying</span> <span m='9410'>usually</span> <span m='9740'>until</span> <span m='9890'>5:00</span> <span m='10180'>or</span> <span m='10270'>6:00</span> <span m='10510'>in</span> <span m='10590'>the</span> <span m='10660'>afternoon.</span> </p><p><span m='11990'>But</span> <span m='12530'>my</span> <span m='12660'>day</span> <span m='13250'>has</span> <span m='13420'>a</span> <span m='13470'>lot</span> <span m='13640'>of</span> <span m='13680'>meetings</span> <span m='14000'>involved.</span> <span m='14730'>I</span> <span m='14820'>have</span> <span m='14960'>a</span> <span m='14990'>lot</span> <span m='15150'>of</span> <span m='15220'>interviews</span> <span m='15640'>with</span> <span m='15990'>prospective</span> <span m='16690'>candidates.</span> <span m='17250'>And</span> <span m='17440'>then</span> <span m='17620'>with</span> <span m='17780'>my</span> <span m='17900'>staff.</span> <span m='18370'>So</span> <span m='18590'>I'll</span> <span m='18810'>interview</span> <span m='19070'>them</span> <span m='19280'>on</span> <span m='19640'>their</span> <span m='19760'>current</span> <span m='19990'>performance,</span> <span m='20550'>help</span> <span m='20750'>them</span> <span m='20930'>improve</span> <span m='21360'>their</span> <span m='21490'>performance,</span> <span m='22370'>sometimes</span> <span m='22810'>talk</span> <span m='23070'>about</span> <span m='23380'>different</span> <span m='23640'>ways</span> <span m='23880'>that</span> <span m='23980'>they</span> <span m='24120'>could</span> <span m='24250'>do</span> <span m='24350'>that,</span> <span m='24530'>different</span> <span m='24780'>strategies</span> <span m='25050'>that</span> <span m='25360'>they</span> <span m='25510'>could</span> <span m='25640'>apply.</span> <span m='25960'>Or</span> <span m='26320'>also</span> <span m='26490'>set new</span> <span m='26830'>targets</span> <span m='27240'>for them</span> <span m='27520'>so that</span> <span m='27710'>they</span> <span m='27840'>can</span> <span m='27970'>achieve</span> <span m='28340'>even</span> <span m='28560'>greater heights</span> <span m='29010'>than</span> <span m='29120'>they</span> <span m='29230'>are</span> <span m='29330'>now.</span> </p><p><span m='29740'>Well</span> <span m='30050'>there's</span> <span m='30210'>a</span> <span m='30250'>couple</span> <span m='30530'>things.</span> <span m='30740'>So</span> <span m='30830'>the</span> <span m='30910'>first</span> <span m='31140'>one,</span> <span m='31280'>I</span> <span m='31380'>would</span> <span m='31480'>always</span> <span m='31730'>encourage</span> <span m='32009'>everybody</span> <span m='32270'>to get</span> <span m='32400'>as</span> <span m='32500'>much</span> <span m='32670'>education</span> <span m='33120'>as</span> <span m='33250'>possible.</span> <span m='33690'>I</span> <span m='33790'>think</span> <span m='34590'>while</span> <span m='34820'>that</span> <span m='35000'>doesn't</span> <span m='35310'>get</span> <span m='35460'>you</span> <span m='35570'>the</span> <span m='35670'>job,</span> <span m='36280'>education</span> <span m='36830'>is</span> <span m='36920'>one</span> <span m='37020'>of</span> <span m='37060'>those</span> <span m='37270'>key</span> <span m='37450'>things</span> <span m='37720'>that</span> <span m='37840'>helps</span> <span m='38180'>you</span> <span m='38490'>get--</span> <span m='39610'>avoid</span> <span m='40380'>people</span> <span m='40720'>saying</span> <span m='41050'>no</span> <span m='41420'>to</span> <span m='41600'>you.</span> <span m='42140'>You</span> <span m='42400'>still</span> <span m='42610'>have</span> <span m='42780'>to</span> <span m='42870'>get</span> <span m='43010'>that</span> <span m='43190'>interview.</span> <span m='43480'>You</span> <span m='43700'>still</span> <span m='43900'>have</span> <span m='44060'>to</span> <span m='44160'>win.</span> <span m='45120'>But</span> <span m='46000'>if</span> <span m='46150'>you</span> <span m='46280'>don't</span> <span m='46430'>have</span> <span m='46600'>the</span> <span m='46680'>degree,</span> <span m='46980'>a</span> <span m='47040'>lot</span> <span m='47250'>of</span> <span m='47300'>times</span> <span m='47860'>people</span> <span m='48130'>will</span> <span m='48270'>say</span> <span m='48450'>no.</span> <span m='48740'>Even</span> <span m='49000'>if</span> <span m='49100'>you're</span> <span m='49320'>a</span> <span m='49360'>great</span> <span m='49600'>candidate.</span> <span m='50230'>So</span> <span m='50610'>being</span> <span m='50900'>able</span> <span m='51040'>to</span> <span m='51180'>always</span> <span m='51590'>get</span> <span m='51740'>as</span> <span m='51870'>much</span> <span m='52110'>education</span> <span m='52560'>as</span> <span m='52700'>possible</span> <span m='53160'>is</span> <span m='53260'>really</span> <span m='53540'>key.</span> </p><p><span m='53980'>So</span> <span m='54700'>that</span> <span m='54930'>was</span> <span m='55060'>one</span> <span m='55220'>of</span> <span m='55290'>my</span> <span m='55480'>paths.</span> <span m='56120'>So</span> <span m='56360'>I</span> <span m='56680'>got</span> <span m='56860'>an</span> <span m='56920'>undergraduate</span> <span m='57360'>degree</span> <span m='57620'>and</span> <span m='57740'>I</span> <span m='57810'>got</span> <span m='58130'>an</span> <span m='58290'>MBA.</span> <span m='58780'>Both</span> <span m='59140'>of</span> <span m='59290'>those</span> <span m='59620'>of</span> <span m='59690'>helped</span> <span m='59880'>me</span> <span m='60020'>get</span> <span m='60210'>to</span> <span m='60320'>where</span> <span m='60600'>I'm</span> <span m='60940'>at.</span> <span m='62896'>I've done</span> <span m='63250'>a lot</span> <span m='63430'>of</span> <span m='63510'>customer</span> <span m='63840'>service.</span> <span m='64870'>I</span> <span m='65010'>moved</span> <span m='65230'>into</span> <span m='65410'>a</span> <span m='65459'>sales</span> <span m='65790'>role.</span> <span m='66340'>And</span> <span m='66740'>then</span> <span m='66870'>realized</span> <span m='67240'>that</span> <span m='67340'>there</span> <span m='67460'>was</span> <span m='67560'>an</span> <span m='67610'>opportunity</span> <span m='68050'>for</span> <span m='68190'>growth.</span> <span m='68810'>And</span> <span m='69010'>moved</span> <span m='69190'>back</span> <span m='69440'>into</span> <span m='69580'>customer</span> <span m='69930'>service.</span> <span m='70260'>So</span> <span m='70350'>that's where</span> <span m='70530'>I'm at</span> <span m='70740'>now.</span> </p><p><span m='71360'>When</span> <span m='71800'>you're</span> <span m='72120'>looking</span> <span m='72400'>to</span> <span m='72530'>move</span> <span m='72730'>forward,</span> <span m='74755'>the</span> <span m='75240'>first</span> <span m='75450'>thing</span> <span m='75610'>is</span> <span m='75700'>you</span> <span m='75780'>have</span> <span m='75900'>to</span> <span m='75990'>do</span> <span m='76060'>your</span> <span m='76220'>job</span> <span m='76440'>well.</span> <span m='76710'>And</span> <span m='77380'>that's</span> <span m='77740'>the</span> <span m='77870'>first</span> <span m='78120'>element,</span> <span m='78760'>regardless</span> <span m='79210'>of</span> <span m='79270'>what</span> <span m='79410'>job</span> <span m='79630'>you've</span> <span m='79770'>got.</span> <span m='80450'>The</span> <span m='80490'>second</span> <span m='80810'>one</span> <span m='80980'>is</span> <span m='81110'>you</span> <span m='81190'>have</span> <span m='81300'>to</span> <span m='81400'>tell</span> <span m='81630'>people</span> <span m='81870'>that</span> <span m='81990'>you're</span> <span m='82170'>interested</span> <span m='82550'>in</span> <span m='82650'>moving</span> <span m='82930'>into</span> <span m='83060'>something</span> <span m='83420'>new.</span> <span m='84110'>Once</span> <span m='84290'>you</span> <span m='84410'>do</span> <span m='84620'>that</span> <span m='85240'>then</span> <span m='85930'>they</span> <span m='86300'>know</span> <span m='86550'>that</span> <span m='86670'>you're</span> <span m='87110'>somebody</span> <span m='87490'>who</span> <span m='87620'>they</span> <span m='87790'>should</span> <span m='87980'>pay</span> <span m='88110'>attention</span> <span m='88470'>to.</span> <span m='88980'>And</span> <span m='89070'>then</span> <span m='89160'>the</span> <span m='89260'>third</span> <span m='89560'>thing</span> <span m='89730'>you</span> <span m='89810'>have</span> <span m='89930'>to</span> <span m='90020'>do</span> <span m='90180'>is</span> <span m='90280'>you</span> <span m='90360'>have</span> <span m='90460'>to</span> <span m='90560'>create</span> <span m='90940'>a</span> <span m='90980'>replacement</span> <span m='91560'>for</span> <span m='91680'>yourself.</span> <span m='92050'>Because</span> <span m='92630'>if</span> <span m='92820'>you're</span> <span m='93020'>not</span> <span m='93250'>replaceable</span> <span m='94220'>they</span> <span m='94580'>don't</span> <span m='94760'>want</span> <span m='94890'>to</span> <span m='94930'>move</span> <span m='95160'>you.</span> <span m='95280'>Because</span> <span m='95550'>you're</span> <span m='95670'>the</span> <span m='95850'>only</span> <span m='96200'>person</span> <span m='96500'>who</span> <span m='96600'>can</span> <span m='96730'>do</span> <span m='96820'>that</span> <span m='97010'>job.</span> </p><p><span m='97570'>So</span> <span m='98080'>if</span> <span m='98210'>you</span> <span m='98350'>can</span> <span m='98450'>do</span> <span m='98590'>those</span> <span m='98820'>three</span> <span m='99020'>things,</span> <span m='99260'>regardless</span> <span m='99890'>of</span> <span m='99960'>where</span> <span m='100120'>you're</span> <span m='100350'>at,</span> <span m='100750'>that's</span> <span m='100990'>going</span> <span m='101080'>to</span> <span m='101120'>help</span> <span m='101635'>get</span> <span m='101960'>you</span> <span m='102120'>ready</span> <span m='102360'>to</span> <span m='102470'>move</span> <span m='102670'>into</span> <span m='102870'>the</span> <span m='102990'>next</span> <span m='103360'>role.</span> <span m='103740'>And</span> <span m='103880'>that</span> <span m='104030'>could</span> <span m='104170'>be</span> <span m='104490'>moving</span> <span m='104910'>from</span> <span m='105240'>an</span> <span m='105810'>individual</span> <span m='106370'>contributor--</span> <span m='106890'>so</span> <span m='107220'>the</span> <span m='107310'>first</span> <span m='107630'>line</span> <span m='107820'>employee--</span> <span m='109250'>to a</span> <span m='109410'>supervisor,</span> <span m='109700'>to</span> <span m='109990'>a</span> <span m='110060'>manager,</span> <span m='110500'>to a</span> <span m='110630'>director.</span> <span m='111130'>But</span> <span m='111430'>that's</span> <span m='111760'>the</span> <span m='111880'>key</span> <span m='112160'>to</span> <span m='112690'>making</span> <span m='113030'>that</span> <span m='113200'>success.</span> <span m='113585'>You've</span> <span m='113970'>just</span> <span m='114160'>got</span> <span m='114260'>to</span> <span m='114310'>pick</span> <span m='114480'>what</span> <span m='114600'>you</span> <span m='114700'>want</span> <span m='114820'>to</span> <span m='114870'>do</span> <span m='115170'>and then move</span> <span m='115470'>forward.</span> </p>","file":{"id":317163,"video_id":"2886695652001","name":"1567-Benjamin-p-ClientExperienceSupport","duration":115822,"thumbnail_url":null}});