Impel’s Employee Spotlight Series highlights one of our incredible teammates each month, giving you an authentic and behind-the-scenes look at our culture. Team Impel is comprised of musicians, foodies, avid animal lovers, athletes, and more, and their energy, grit, and inventiveness are what make Impel successful. This month we’re introducing you to Caitlin Milton, Manager of Customer Success.
Tell us about a day in the life of a Manager of Customer Success.
Each day is different. It’s all about being available for my team. I can plan my day out and prioritize tasks but if someone needs something, they become the priority. I make sure our Customer Success Managers have the right tools to succeed and know where to go — or who to go to — in order to resolve issues. Open communication and transparency are key to achieving success within Customer Success as a team, with each other, and with our customers.
Which core value resonates with you the most and how do you apply it to your everyday life?
Relationships. Growing up in a small Mom and Pop shop taught me the importance of building relationships and rapport with those around you in order to be successful. It’s not just about success though, it’s about making a positive impact in people’s lives. You never know what others are going through and sometimes all someone needs is just a listening ear and an open mind. I want to be that person for my team, customers, and partners.
What is your definition of success?
Success is what you make of it. I am a firm believer in knowing what is expected of you and being able to set goals that help you achieve and exceed that expectation. I also believe in short-term goals in addition to long-term goals. We are human, we want to be successful and win. Give yourself small wins whenever possible that will help drive you to achieve long-term and long-shot goals.
What is the best career lesson you have learned so far?
It is so impactful to get to know your teammates and employees. What drives one person to success is different from the other. Don’t manage to the masses but to the individual.
Tell us the three words your friends would use to describe you.
What topic could you give an hour-long presentation on with little to no preparation?
Emotional Intelligence. I find this topic so fascinating and necessary in everyday life, professionally and personally.
What passion or interest do you have that you wish more people would get into?
Women building up other women! As a female in business is it so important to be confident in yourself and be proud of your accomplishments and title. Don’t shy away from your success and sharing your wins. If anything, do it for other women who are coming into their own in their career. Pave the way for the next person. There is nothing better than seeing others succeed and celebrating all milestones.