Happy customer 101: the customer is always right. Baynote employee, Mike Mattos, will jokingly tell you that he’s always right, too. From the beginning, Mike has ensured our customers are delighted and cared for with Baynote love. And here at Baynote, we call that success.
What’s your name and job title at Baynote?
Mike Mattos – Customer Success Manager
How long have you been here?
Almost 3 years
What does a typical day at Baynote look like for you?
A day in the life of a Customer Success Manager involves regular daily communication with clients, coordinating questions and issues, and following up on open action items. I conduct health check presentations regularly with my clients to continually show them the value of Baynote solutions to their business. Together we identify new areas of optimization as well as opportunities to further deploy Baynote products and services. Since we are a SaaS platform, I also work with current customers to renew their contracts. Oh, and also eating way too much food in the kitchen.
Tell us how your past experience made you the right fit for Baynote:
Originally I was brought into Baynote to work in sales and did so for a year and a half. Due to the length of the sales cycles in the industry, I was able to forge strong relationships with our customers and prospects. So, I decided that I would like to try my hand in more of a relationship based role. It just so happened that the opportunity came up for the new Account Management/ Customer Success Manager and it was a perfect fit.
What attracted you to wanting to tackle the e-commerce personalization opportunity?
The early Baynote product was not strictly focused on e-commerce. In fact, we have clients all over the map from enterprise and support to media. When the company switched our focus to eCommerce, I was excited because this was an area where we could demonstrate value in the form of hard numbers and really drive more monetary value to companies. We started to become a technology that was a ‘must have’ in the industry and is exciting and fun to talk about with clients and prospects.
In your opinion, what sets Baynote apart from competitors?
The fact is this: there are many companies in our space that claim to do what we do. What I think sets Baynote apart from the competition is our focus on the behaviors between a click and a purchase to really understand what people are interested in on a website. Pair this with the people behind our technology from sales to engineering and support and you have an unbeatable team.
Personalization is everywhere these days, from shopping to search. What’s a fun use of personalization in technology you’d like to see?
There are so many unique and interesting ways that personalization is being used today. I think it would be cool to leverage personalization outside of just one specific website and apply it to your entire internet experience. Personalize the whole web for the individual.
It’s Saturday. Where can we find you?
Saturdays you can find me chasing after 3 crazy kids at the pool.