A Day in the Life of a Gather CSM

Gather employees are the ones that make, market, sell, and support our event management platform. To get a peek behind the product, we’re talking to employees about their typical day.

A Day in the Life of a Gather CSM

Who: Kelly Tyndall

Role: Customer Success Manager (CSM) for the Central Territory

Time at Gather: Almost two years

Morning

To start my workday, I typically head to the kitchen to grab a coffee and a quick bite to eat.

I keep an hour in the morning blocked off to catch up on email. I also knock out any reminder tasks I have in Salesforce. Today, I responded to a few customer questions that were sent during off-hours. One had a question on building a report, so I sent a knowledge base article on reporting to help them find the answer they were looking for. I also got a few questions about our new Instant Book feature, so I sent some additional information to see if they are ready for a demo.

At some point in the morning, my calendar is booked to chat with my clients. After working in the restaurant industry for over seven years, talking to clients is my favorite part of the day. Now as a Gather CSM, I get to spend my time talking about the hospitality industry and helping clients host unique events using Gather.

In my first call of the day, I showed a client how to use the auto-tracking URL so their front of house staff can submit walk-in inquiries directly to Gather. I also helped them set up an email auto-response, so inquiries get a response right away.

Before lunch, I usually have an internal meeting or two. Every other Friday, we have an All-Hands meeting for the company. Depending on the day, I will have other meetings for my team or the broader department. Right now, we are checking in on our end of year goals and discussing ways we can better support our customers as we start to release new features in the new year.

Lunch

Lunchtime! Three days a week we get Sifted catering in the office, and on the off days, I’ll grab lunch with my teammates. Today, we have a lunch and learn with the Customer Experience team where we talk about best practices with the product and where our clients saw success during the holiday season.

Afternoon

More time on the phone with clients! It’s typically a combination of proactive and reactive outreach. As a Gather CSM, I like to proactively check-in with my clients to make sure they are getting the most out of Gather and are educated on our latest functionality.

Today, I demoed a new feature that lets guests instantly book event spaces for customers. After that, I walked a restaurant group sales manager through how to pull a prospecting list in Reporting to use for marketing outreach.

I usually have at least one meeting in the afternoon — today, it was our CX Product Bi-Weekly. I meet with members of the support and onboarding teams as well as the product owners. We use this time to relay feedback from clients. It’s always a good discussion, and it’s great to work across teams to help clients host better events. Today we checked in on the Instant Book feature to see how clients are responding to it and talked about what else we need to do before launching it to the rest of the customer base.

Most days of the week, I use this time to catch up on administrative work by putting together materials for clients or tracking progress to goals. But Fridays are my favorite! We do a Friday Cheers with my department, where we enjoy a drink and highlight team members with positive affirmations. It’s always a great way to catch up with team members and end the week on a high note.

Interested in joining Kelly? Check out Gather careers to see where you can make an impact.

Katy Mullet
Content Marketing Manager

I'm the Content Marketing Manager here at Gather. Outside of writing and creating campaigns, I love to try new restaurants here in Atlanta or wherever I'm traveling.