When digital media teams think of their analytics platforms, they think software: a dashboard, metrics, tabs. When clients log into Parse.ly though, we want you to see more than the data on a screen. We want you to see people: our dedicated and enthusiastic customer success team.
While many companies come to us because they’re interested in understanding their audience better through content analytics, they stay with us because these Parse.ly team members spend their days helping our clients solve the challenges that arise in the world of digital media.
Meet your digital media success team.
“People are usually surprised to hear account managers actually making strategic recommendations in training calls,” says Ben Probert, who prior to Parse.ly was a product marketer.
“I think publishers come in with an expectation that the account managers are just there to point out the various features.” – Ben Probert, Success Manager
Trainings with our success team start with strategic recommendations on using data at a media- or content-based organization before suggesting which buttons to click, or which reports to run. For instance, Andy Rhinehart, whose experience in print journalism and digital media ranges from The New York Times to the Pew Research Center, starts by recommending: “Make certain you have a clear picture of your business or editorial goals and objectives before you begin using the dashboard. Knowing what is important to your company is key to successfully using the data.”
The customer success team takes on the challenges of each client as their own. Luke Via, director of customer success, emphasizes that this is due to the critical nature of the data to both the day-to-day and long-term success of our digital media clients.
“Our clients let us know how important these metrics are to them; our data are so crucial to many business decisions. It’s great to know we can offer something that substantial to many organizations,” Luke Via, Director of Customer Success
What kind of problems has the Parse.ly team helped with? Kelsey Arendt, a success manager and an alum of The Guardian’s commercial team, says she has most enjoyed working with clients trying to figure out the best way to use the Parse.ly API because “It’s an area of content strategy that promotes a balance between creativity and data.” She also pointed to a number of clients whom she has helped to implement a tagging strategy.
And it’s no surprise that publishers and brands have questions about their data once they can see and digest it in the dashboard; the landscape is constantly shifting. Indeed, James O’Toole, one of our success engineers, joined the Parse.ly team because of his interest (or, as he says, his “preoccupation”) in the way the Internet is reshaping media and communications while working as a technology reporter for CNNMoney.
Solving these problems allows the team to experiment with projects that challenge their technical and creative skills, like one that Technical Manager Xand Lourenco recently completed: a Slackbot for our clients that returns real-time data results into the Slack room of their choice.
Interested in working more with our success team? Reach out to them through the Parse.ly website and pose them your challenge. Interested in working with us full-time? We’re hiring! Apply to join this top squad here.
The post Meet the People Solving Digital Media’s Biggest Problems appeared first on Parse.ly.