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Daniel, Client Success Manager at Watermark Insights: Advize Career Interview
A career in educational technology offers exciting opportunities for growth and innovation.
This professional's journey began with volunteer work and teaching, leading to roles in academic advising and project management before becoming a Client Success Manager at Watermark Insights.
The role involves managing client relationships, utilizing digital tools for accreditation processes, and constantly learning about evolving client needs.
Success requires strong communication, a proactive approach, and the ability to creatively solve problems. While technical expertise isn't essential, intellectual curiosity and confidence are key.
Entry-level positions in client support can pave the way for advancement into project management or customer success management.
This professional emphasizes the importance of diverse college experiences, overcoming imposter syndrome, and seeking out mentorship from individuals with shared backgrounds, especially in underrepresented communities.
The educational technology industry is constantly evolving, with new startups and mergers creating ongoing opportunities.
Advizer Information
Name
Job Title
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Undergrad
Grad Programs
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Daniel Zarazua
Client Success Manager
Watermark Insights
The University of Texas at Austin, 2012
The University of Nevada, Las Vegas - Masters in Education, Curriculum and Instruction
Legal & Policy, Anthropology, Sociology
Education
Sales and Client Management
Honors Student
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Career path of a Client Success Manager at Watermark Insights
Daniel's career path began with "volunteering and tutoring," which led to Teach for America, providing valuable leadership experience and insight into post-secondary education. This experience, coupled with their work as an academic advisor at UT Austin implementing "text messaging and Tableau dashboards," transitioned into a project management role and then a Client Success Manager position at Watermark Insights, leveraging technology within higher education.
Main Responsibilities of a Client Success Manager at Watermark Insights
Daniel, a Client Success Manager at Watermark Insights, ensures higher education institutions effectively utilize "digital solution tools" for accreditation processes, acting as a "relationship manager" with 9-12 client meetings weekly. This involves not only client support and satisfaction but also identifying opportunities to "upsell or cross-sell" additional tools to meet evolving client needs.
A Day in the Life of a Client Success Manager at Watermark Insights
A Client Success Manager's day is highly varied, involving "three to four already prescribed meetings with clients," requiring constant communication across multiple teams to address diverse issues—from product updates to technical support requests—and acting as a "mediator" to ensure effective solutions. The role demands strong communication skills and a curious nature, as "you're always learning new things" about clients and their needs.
Most Important Skills For A Client Success Manager At Watermark Insights
For a Client Success Manager role, effective "strategic communication" and a proactive approach to challenges are crucial, requiring creativity to provide excellent customer service even when facing unfamiliar issues; the ability to avoid saying "I don't know" and instead creatively finding solutions is key to success.
Favorite Parts of Being a Client Success Manager at Watermark Insights
Daniel, a Client Success Manager, thrives on the interpersonal aspects of the role, enjoying "meeting new faces" and conducting on-site visits for strategic business reviews. This allows Daniel to connect with clients, understand their daily use of Watermark Insights' solution, and build relationships through in-person interactions at institutions.
Biggest Challenges Faced By A Client Success Manager At Watermark Insights
Daniel's biggest challenge as a Client Success Manager is the misconception that the role requires a deep technical product expertise; the reality is that "you don't need to be a product expert" to succeed, and focusing on this unnecessary goal distracts from other crucial aspects of the job.
Favorite Parts Of Working In The Education Technology Industry As A Client Success Manager
Daniel, a Client Success Manager in the education technology industry, finds the sector exciting due to its constant evolution, stating that "there's always new startups, new companies merging," and a continuous drive for innovation to improve accessibility and optimize education. This dynamic environment, with its "new initiatives and ideas," provides ongoing opportunities for growth and career advancement within the field.
What Type Of Person Thrives In The Client Success Industry, According To A Client Success Manager At Watermark Insights
Daniel, a Client Success Manager at Watermark Insights, identifies "intellectual curiosity" as the key trait for success in the industry, emphasizing the importance of "being curious about how to do your job better," and proactively seeking improvements. This continuous questioning, even if it involves asking what might seem like simple questions, propels individuals from being "good colleagues" to "great colleagues."
What a Client Success Manager at Watermark Insights Wishes They Had Known Before Entering the Tech Industry
Daniel, a Client Success Manager, wished someone had advised them that "it's okay not to know everything" and to disregard imposter syndrome when considering career advancement. This advice, learned through experience in transitioning to the tech industry from higher education, highlights the importance of mindset and self-belief over prior experience.
Entry-Level Positions For Aspiring Client Success Managers
Daniel, a Client Success Manager at Watermark Insights, suggests that undergraduate students interested in educational technology consider entry-level client support roles, "getting their feet wet with customer service," which can evolve into product consultant, project management, and ultimately, customer success management positions. This career path provides a progression from initial client interaction to strategic partnerships with high-level institutional leaders.
Significant Career Lesson From A Client Success Manager At Watermark Insights
Daniel, a Client Success Manager, emphasizes the paramount importance of confidence in career success, stating that "if you don't have that confidence...clients will understand." This self-assuredness, even when facing uncertainty, allows one to effectively guide clients and project competence, following the principle of "take it so you make it."
How College Helped A Client Success Manager At Watermark Insights Succeed
Daniel, a Client Success Manager, recommends exploring diverse experiences in college, advising students to "just join it" and overcome imposter syndrome to discover unexpected career paths; this approach led Daniel from initial aspirations of law to a career in higher education technology, illustrating the value of open exploration.
How Identity Has Influenced a Client Success Manager's Career at Watermark Insights
Daniel, a Latino Client Success Manager in the underrepresented male Latino demographic of the edtech industry, found mentorship and career advancement through connecting with other Latino leaders in diverse Austin industries; this external network provided valuable role models and insights, proving "great to connect with other individuals who look like me" and offering a path to success despite limited representation within their own company.
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