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CLIENT EXPERIENCE SUPPORT, IN-DEPTH: I Love That I Help My Staff Get Better

About this video 

Benjamin continues with his story of being a Manager of Customer Experience Support for a high tech company. He shares what he likes most about his job and what he finds most challenging. He also talks about the importance of doing your job really well as a key step to success and he explains how to find work in his industry.

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
Indoor, Office, Hospital / Clinic
Personal qualities
Personal Qualities
Analytical skills, Leadership ability, Organizational skills, Problem solving skills, Verbal communication skills, Written communication skills
P3.instances[0].transcript.parse_transcript_data({"transcript":"<p><span m='810'>I</span> <span m='890'>love</span> <span m='1240'>the</span> <span m='1330'>people.</span> <span m='1870'>I</span> <span m='1960'>love</span> <span m='2250'>the</span> <span m='2330'>fact</span> <span m='2550'>that</span> <span m='2650'>we</span> <span m='2750'>help</span> <span m='2990'>people</span> <span m='3310'>for</span> <span m='3460'>the</span> <span m='3590'>job.</span> <span m='4650'>I</span> <span m='4750'>love</span> <span m='4940'>the</span> <span m='5020'>fact</span> <span m='5250'>that</span> <span m='5370'>I</span> <span m='5450'>help</span> <span m='5710'>people,</span> <span m='6310'>my</span> <span m='6480'>staff,</span> <span m='7040'>to</span> <span m='7460'>get</span> <span m='7700'>better.</span> </p><p><span m='8150'>So</span> <span m='8330'>I'm</span> <span m='8460'>working</span> <span m='8800'>at</span> <span m='8970'>grooming,</span> <span m='9320'>right</span> <span m='9500'>now,</span> <span m='9680'>two</span> <span m='9860'>or</span> <span m='9940'>three</span> <span m='10150'>of</span> <span m='10210'>my</span> <span m='10350'>employees</span> <span m='10830'>to</span> <span m='10960'>take</span> <span m='11170'>up</span> <span m='11360'>future</span> <span m='11650'>leadership</span> <span m='12100'>roles.</span> <span m='12670'>And</span> <span m='12810'>that</span> <span m='12950'>is</span> <span m='13030'>so</span> <span m='13260'>much</span> <span m='13470'>fun.</span> <span m='13900'>That's</span> <span m='14330'>the part I love</span> <span m='14760'>the most.</span> </p><p><span m='15300'>Most</span> <span m='15610'>challenging</span> <span m='16050'>is</span> <span m='16180'>the</span> <span m='16270'>same</span> <span m='16640'>thing</span> <span m='16990'>is</span> <span m='17460'>the</span> <span m='17760'>people.</span> <span m='18190'>Because</span> <span m='18830'>where</span> <span m='19120'>I</span> <span m='19340'>would</span> <span m='19500'>see</span> <span m='21130'>some</span> <span m='21360'>elements</span> <span m='21760'>that</span> <span m='21910'>could</span> <span m='22080'>be</span> <span m='22180'>difficult</span> <span m='23100'>for</span> <span m='23330'>them</span> <span m='23510'>to</span> <span m='23580'>overcome,</span> <span m='24050'>or</span> <span m='24280'>things</span> <span m='24580'>that</span> <span m='24690'>they</span> <span m='24800'>need</span> <span m='25080'>to</span> <span m='25230'>do</span> <span m='25970'>in</span> <span m='26120'>order</span> <span m='26360'>to</span> <span m='26440'>reach</span> <span m='26640'>that</span> <span m='26830'>next</span> <span m='27100'>level,</span> <span m='28030'>they</span> <span m='28290'>don't</span> <span m='28450'>always</span> <span m='28700'>believe</span> <span m='29000'>me.</span> <span m='29790'>And</span> <span m='30070'>even</span> <span m='30370'>though</span> <span m='30850'>I've</span> <span m='31070'>been</span> <span m='31240'>told</span> <span m='31520'>from</span> <span m='31800'>my</span> <span m='31970'>directors</span> <span m='32659'>or</span> <span m='32920'>VPs</span> <span m='34060'>this</span> <span m='34310'>person</span> <span m='34590'>needs</span> <span m='34780'>to</span> <span m='34890'>work</span> <span m='35100'>on</span> <span m='35750'>one</span> <span m='36030'>or</span> <span m='36090'>two</span> <span m='36210'>different</span> <span m='36490'>things,</span> <span m='36990'>I'll</span> <span m='37130'>bring</span> <span m='37350'>that</span> <span m='37490'>back</span> <span m='37710'>to</span> <span m='37780'>that</span> <span m='37930'>person.</span> <span m='38230'>And</span> <span m='38740'>still</span> <span m='39050'>you</span> <span m='39160'>don't</span> <span m='39360'>always</span> <span m='39690'>see</span> <span m='39790'>the</span> <span m='39900'>change</span> <span m='40280'>that you'd</span> <span m='40380'>like.</span> <span m='40610'>So</span> <span m='41040'>unfortunately,</span> <span m='43150'>people</span> <span m='43510'>are</span> <span m='43640'>the</span> <span m='43750'>biggest</span> <span m='44090'>challenge</span> <span m='44600'>and</span> <span m='44820'>the</span> <span m='44890'>biggest</span> <span m='45190'>reward.</span> </p><p><span m='45950'>The</span> <span m='46310'>key</span> <span m='46610'>step--</span> <span m='46910'>I</span> <span m='46960'>don't</span> <span m='47080'>know</span> <span m='47190'>that</span> <span m='47290'>there's</span> <span m='47460'>one</span> <span m='47720'>key</span> <span m='47880'>step.</span> <span m='48160'>I</span> <span m='48210'>think</span> <span m='48380'>those</span> <span m='48560'>three</span> <span m='48740'>steps</span> <span m='49010'>I</span> <span m='49120'>was</span> <span m='49200'>just</span> <span m='49360'>telling</span> <span m='49590'>you</span> <span m='49720'>are</span> <span m='49920'>really</span> <span m='50250'>the</span> <span m='50390'>integral</span> <span m='50770'>part.</span> <span m='51190'>And</span> <span m='51620'>probably</span> <span m='51900'>the</span> <span m='52040'>most</span> <span m='52350'>important</span> <span m='52800'>out of</span> <span m='52850'>those</span> <span m='53280'>is</span> <span m='53400'>the</span> <span m='53490'>very</span> <span m='53670'>first</span> <span m='53930'>one.</span> <span m='54030'>You</span> <span m='54130'>have</span> <span m='54390'>to</span> <span m='54480'>do</span> <span m='54710'>your</span> <span m='54870'>job</span> <span m='55520'>really,</span> <span m='55870'>really</span> <span m='56050'>well.</span> </p><p><span m='56540'>It</span> <span m='56660'>doesn't</span> <span m='56900'>mean</span> <span m='57020'>you</span> <span m='57110'>have</span> <span m='57280'>to</span> <span m='57380'>be</span> <span m='57670'>the</span> <span m='57930'>best</span> <span m='58400'>at</span> <span m='58560'>it.</span> <span m='58710'>You</span> <span m='58780'>don't</span> <span m='58920'>have</span> <span m='59090'>to</span> <span m='59180'>be</span> <span m='59450'>a</span> <span m='59740'>gold</span> <span m='60050'>medal</span> <span m='60320'>winner</span> <span m='60630'>at</span> <span m='60770'>it.</span> <span m='61050'>You</span> <span m='61190'>just</span> <span m='61370'>have</span> <span m='61480'>to</span> <span m='61590'>do</span> <span m='61810'>it</span> <span m='61930'>really</span> <span m='62130'>well.</span> </p><p><span m='62740'>So</span> <span m='63500'>if</span> <span m='63660'>that's</span> <span m='63890'>starting</span> <span m='64430'>where</span> <span m='64670'>I</span> <span m='64750'>work,</span> <span m='65160'>my</span> <span m='65640'>staff</span> <span m='65900'>do</span> <span m='66160'>customer</span> <span m='66530'>service</span> <span m='66800'>calls.</span> <span m='67710'>So you</span> <span m='67790'>don't have</span> <span m='67980'>to take</span> <span m='68070'>most</span> <span m='68330'>calls.</span> <span m='68600'>You</span> <span m='68730'>don't</span> <span m='68860'>have</span> <span m='69040'>to</span> <span m='69150'>be</span> <span m='69530'>the</span> <span m='69660'>best</span> <span m='69980'>with</span> <span m='70150'>your</span> <span m='70280'>customer</span> <span m='70650'>satisfaction.</span> <span m='71430'>You</span> <span m='71510'>have</span> <span m='71590'>to</span> <span m='71680'>be</span> <span m='71770'>above</span> <span m='71980'>average.</span> <span m='72910'>But</span> <span m='73270'>if</span> <span m='73340'>you're</span> <span m='73460'>consistently</span> <span m='74090'>above</span> <span m='74310'>average,</span> <span m='75215'>then</span> <span m='75620'>I</span> <span m='75680'>know</span> <span m='75800'>you're</span> <span m='75960'>somebody</span> <span m='76240'>that</span> <span m='76350'>I</span> <span m='76410'>could</span> <span m='76550'>look</span> <span m='76740'>at.</span> </p><p><span m='77030'>So</span> <span m='77160'>you</span> <span m='77250'>don't</span> <span m='77390'>have</span> <span m='77480'>to</span> <span m='77560'>be</span> <span m='77670'>the</span> <span m='77770'>number</span> <span m='77970'>one.</span> <span m='78530'>But</span> <span m='78930'>you</span> <span m='79030'>can't</span> <span m='79300'>be</span> <span m='79390'>the</span> <span m='79480'>last</span> <span m='79830'>person.</span> <span m='80570'>Because</span> <span m='80860'>then</span> <span m='81000'>you're</span> <span m='81100'>never</span> <span m='81310'>going</span> <span m='81580'>to make it.</span> </p><p><span m='82140'>It</span> <span m='82260'>depends,</span> <span m='82760'>so</span> <span m='83580'>not</span> <span m='83860'>really.</span> <span m='84480'>So</span> <span m='84960'>you</span> <span m='85100'>have</span> <span m='85350'>to</span> <span m='85460'>find</span> <span m='85700'>something</span> <span m='85980'>that</span> <span m='86140'>matches.</span> <span m='86770'>And</span> <span m='87030'>so</span> <span m='87430'>I</span> <span m='87790'>interview</span> <span m='88080'>a</span> <span m='88120'>lot</span> <span m='88270'>of</span> <span m='88340'>folks.</span> <span m='88580'>And</span> <span m='88740'>one</span> <span m='88880'>of</span> <span m='88970'>the</span> <span m='89090'>challenge</span> <span m='89490'>that</span> <span m='89650'>we</span> <span m='89750'>see</span> <span m='89970'>is</span> <span m='90470'>people</span> <span m='90810'>are</span> <span m='90900'>are</span> <span m='91100'>trying</span> <span m='91590'>so</span> <span m='91760'>hard</span> <span m='91970'>to</span> <span m='92010'>get</span> <span m='92170'>the</span> <span m='92250'>job.</span> </p><p><span m='93040'>And</span> <span m='93600'>if</span> <span m='93680'>it's</span> <span m='93850'>not</span> <span m='94000'>a</span> <span m='94040'>good</span> <span m='94200'>fit,</span> <span m='95080'>it</span> <span m='95200'>doesn't</span> <span m='95450'>matter</span> <span m='95670'>how</span> <span m='95820'>hard</span> <span m='96040'>you</span> <span m='96140'>try.</span> <span m='96460'>It's</span> <span m='96660'>not</span> <span m='96830'>going</span> <span m='96920'>to</span> <span m='96960'>be</span> <span m='97050'>a</span> <span m='97090'>good</span> <span m='97270'>fit.</span> <span m='97550'>And</span> <span m='97830'>you're</span> <span m='98110'>just</span> <span m='98340'>going</span> <span m='98420'>to</span> <span m='98480'>be</span> <span m='98570'>dissatisfied</span> <span m='99310'>with</span> <span m='99420'>what</span> <span m='99610'>you</span> <span m='99710'>get.</span> </p><p><span m='100500'>And</span> <span m='100630'>we'll</span> <span m='100750'>be</span> <span m='100860'>dissatisfied</span> <span m='101450'>because</span> <span m='101660'>you're</span> <span m='101760'>not</span> <span m='101890'>to</span> <span m='101980'>be</span> <span m='102060'>able</span> <span m='102190'>to</span> <span m='102230'>give</span> <span m='102390'>100%.</span> <span m='103705'>And</span> <span m='104000'>that</span> <span m='104350'>match</span> <span m='104710'>up</span> <span m='104890'>is</span> <span m='105060'>really the</span> <span m='105530'>critical</span> <span m='105880'>part.</span> <span m='106200'>So</span> <span m='106560'>you</span> <span m='106670'>have</span> <span m='106990'>to</span> <span m='107290'>really</span> <span m='107710'>go</span> <span m='107930'>for</span> <span m='108130'>interviews</span> <span m='108590'>that</span> <span m='108830'>you're</span> <span m='109110'>interested</span> <span m='109650'>in.</span> <span m='110100'>Don't</span> <span m='110350'>settle</span> <span m='110720'>for</span> <span m='110900'>a</span> <span m='110950'>job</span> <span m='111250'>that</span> <span m='111310'>you're</span> <span m='111450'>not</span> <span m='111680'>interested</span> <span m='112150'>in.</span> </p><p><span m='112660'>So</span> <span m='112900'>if</span> <span m='112970'>you</span> <span m='113120'>really</span> <span m='113410'>are</span> <span m='113650'>interested</span> <span m='114030'>in,</span> <span m='114250'>in</span> <span m='114370'>my</span> <span m='114510'>case</span> <span m='114800'>technology</span> <span m='115720'>and</span> <span m='115890'>helping</span> <span m='116250'>people,</span> <span m='116880'>you</span> <span m='117140'>have</span> <span m='117350'>to</span> <span m='117420'>have</span> <span m='117540'>those</span> <span m='117710'>two</span> <span m='117840'>things.</span> <span m='118190'>You</span> <span m='118330'>can't</span> <span m='118570'>fake</span> <span m='118800'>those</span> <span m='119620'>and</span> <span m='120150'>still</span> <span m='120360'>get</span> <span m='120490'>the</span> <span m='120570'>job</span> <span m='120880'>or</span> <span m='121030'>be</span> <span m='121180'>successful</span> <span m='121690'>at</span> <span m='121770'>that</span> <span m='121920'>job.</span> <span m='122170'>You</span> <span m='122250'>have</span> <span m='122420'>to</span> <span m='122530'>really</span> <span m='122740'>want</span> <span m='122920'>to</span> <span m='122970'>do</span> <span m='123090'>those</span> <span m='123290'>two</span> <span m='123410'>things.</span> <span m='123680'>And</span> <span m='123770'>if</span> <span m='123840'>you</span> <span m='123940'>do,</span> <span m='124260'>yeah,</span> <span m='125140'>you</span> <span m='125280'>could</span> <span m='125380'>be</span> <span m='125490'>successful.</span> <span m='126030'>And</span> <span m='126250'>there's</span> <span m='126400'>a</span> <span m='126480'>lot</span> <span m='126750'>of</span> <span m='126830'>opportunity</span> <span m='127360'>for</span> <span m='127500'>somebody</span> <span m='127760'>with</span> <span m='127930'>those</span> <span m='128090'>two</span> <span m='128370'>skill sets.</span> </p><p><span m='129139'>My</span> <span m='129310'>work-life</span> <span m='129669'>balance</span> <span m='130320'>is</span> <span m='130789'>probably</span> <span m='131210'>a</span> <span m='131290'>little</span> <span m='132050'>bit</span> <span m='132210'>more</span> <span m='132420'>work,</span> <span m='132700'>a</span> <span m='132750'>little</span> <span m='132970'>less</span> <span m='133190'>balance.</span> <span m='134290'>But</span> <span m='134690'>it's</span> <span m='134880'>one</span> <span m='135030'>of</span> <span m='135070'>those</span> <span m='135220'>things</span> <span m='135380'>that</span> <span m='135480'>I</span> <span m='135530'>constantly</span> <span m='135990'>strive</span> <span m='136300'>for.</span> <span m='136510'>So</span> <span m='136920'>I</span> <span m='137030'>guess</span> <span m='137210'>I</span> <span m='137320'>usually</span> <span m='137620'>get</span> <span m='137750'>to</span> <span m='137820'>the</span> <span m='137930'>office</span> <span m='138170'>about</span> <span m='138390'>8:00</span> <span m='138560'>in the</span> <span m='138630'>morning.</span> <span m='139560'>I'm</span> <span m='139750'>usually</span> <span m='139980'>not</span> <span m='140120'>leaving</span> <span m='140360'>until</span> <span m='140470'>about</span> <span m='140720'>6:00.</span> <span m='141300'>But</span> <span m='141410'>that's</span> <span m='141630'>because</span> <span m='141860'>I</span> <span m='141930'>can get</span> <span m='142280'>all the work</span> <span m='142560'>done</span> <span m='142660'>then.</span> </p><p><span m='143280'>So</span> <span m='143560'>same</span> <span m='144040'>thing</span> <span m='144350'>that</span> <span m='144770'>I'm</span> <span m='144910'>encouraging</span> <span m='145360'>others</span> <span m='145620'>to</span> <span m='145690'>do</span> <span m='145870'>is</span> <span m='146390'>do</span> <span m='146560'>your</span> <span m='146740'>job</span> <span m='147120'>really</span> <span m='147360'>well.</span> <span m='147910'>I</span> <span m='147990'>want</span> <span m='148140'>to</span> <span m='148180'>do</span> <span m='148300'>my</span> <span m='148410'>job</span> <span m='148660'>really</span> <span m='148830'>well.</span> <span m='149080'>At</span> <span m='149210'>the</span> <span m='149300'>same</span> <span m='149520'>time,</span> <span m='150330'>I</span> <span m='150430'>try to</span> <span m='150750'>disconnect</span> <span m='151180'>when</span> <span m='151290'>I</span> <span m='151350'>can.</span> <span m='151920'>So</span> <span m='152330'>on</span> <span m='152540'>weekends,</span> <span m='153360'>holidays,</span> <span m='153910'>family</span> <span m='154220'>time,</span> <span m='154460'>I</span> <span m='154520'>try</span> <span m='154720'>and</span> <span m='154830'>spend</span> <span m='155480'>directly</span> <span m='155820'>with</span> <span m='155970'>the</span> <span m='156180'>family.</span> </p><p><span m='156260'>So</span> <span m='156350'>I don't</span> <span m='156520'>get</span> <span m='156650'>online</span> <span m='157000'>then.</span> <span m='157140'>I have</span> <span m='157440'>small</span> <span m='157740'>kids.</span> <span m='158410'>And</span> <span m='158560'>so</span> <span m='158910'>when</span> <span m='159170'>I</span> <span m='159230'>get</span> <span m='159410'>home,</span> <span m='159900'>that's</span> <span m='160300'>my</span> <span m='160420'>time</span> <span m='160630'>with</span> <span m='160730'>my</span> <span m='160840'>family</span> <span m='161115'>is</span> <span m='161390'>until</span> <span m='161660'>they</span> <span m='161740'>go</span> <span m='161860'>to</span> <span m='161910'>bed.</span> <span m='162380'>After</span> <span m='162470'>they</span> <span m='162690'>go to bed,</span> <span m='162770'>then</span> <span m='163230'>I</span> <span m='163370'>get</span> <span m='163500'>back</span> <span m='163710'>online</span> <span m='163810'>and I</span> <span m='164130'>go</span> <span m='164230'>back</span> <span m='164410'>to</span> <span m='164520'>work.</span> <span m='164750'>But</span> <span m='165150'>that</span> <span m='165360'>way it</span> <span m='165590'>gives</span> <span m='165790'>me</span> <span m='165930'>a</span> <span m='165990'>chance</span> <span m='166270'>to</span> <span m='166370'>spend</span> <span m='166700'>the</span> <span m='167380'>quality</span> <span m='167770'>special</span> <span m='168160'>time</span> <span m='168370'>with</span> <span m='168470'>my</span> <span m='168570'>kids</span> <span m='169240'>with</span> <span m='169380'>my</span> <span m='169500'>kids.</span> </p>","file":{"id":317159,"video_id":"2886566900001","name":"1568-Benjamin-p-ClientExperienceSupport2 In-depth","duration":170296,"thumbnail_url":null}});

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