An Approach for Fostering Long-Term Client Services
From partnering and coordinating with Tideworks’ internal teams to acting as a critical incident manager, Moss wears many hats in her role to achieve the ultimate goal of increasing client satisfaction and providing great client support.
Moss explains that Tideworks takes a proactive approach to client services, “focusing on preventing problems and fostering long-term growth and relationships.” She avoids a typical client support approach, which often entails “reactive firefighting and just working through issues as they come in.” She emphasizes that “we want to make sure that our clients are supported long term and not just constantly react to things that come up.”
Using Cross-Industry Expertise to Optimize Support
Moss came to Tideworks in 2019 from the financial industry, where she worked in application support. While the financial industry differs from the rail and marine space, many of the processes and technologies are the same from a support standpoint. With her new team’s openness to new perspectives, Moss was able to use her experience to help optimize some of Tideworks’ own support processes.
“What I like about the industry and Tideworks is there’s always something that can be improved and something new you can learn,” she explains. “I really appreciate this industry and the people that work in it. There’s always someone to add a perspective that I haven’t encountered before.”
Moss’s nontraditional path to serving the marine and rail industries as well as her openness to learning from her peers, has helped pave her way to success. And she continues to advance with her willingness to constantly improve.
An Organic Approach to Continued Education
Beginning her career with Tideworks as a customer service representative helped Moss to gain firsthand experience with her clients’ needs before advancing to her current leadership role. Moss credits the support from her teams and leadership for helping her along the way.
“Since day one, everyone, at some point, has helped me along my way. They provide feedback and share their industry insight I may not have been given my previous experience,” she shares. “The leadership team, on both the rail and marine side, have always been supportive and willing to share their wisdom. I feel like everyone at Tideworks has been a leader in their own way.”
Moss also credits Tideworks’ clients and their nuanced businesses for helping her better understand the industry and her clients’ overall needs. She is fascinated by the ways client approaches diverge, and she gleans ways to help her clients from these differences. “I love being able to help clients do what they need to do,” she says.
Emphasizing Transparent Communication for Global Client Services
Because Tideworks serves a global client base, open communication between internal teams and their clients is integral for overall success.
“Communication is definitely a key piece of managing clients on a global scale. It’s making sure that we are there for each other and checking in to ensure we’re getting the clients what they need,” Moss explains. “Being present and having that line of communication allows our clients to give us a call and say, ‘Hey, I’ve had a tough day, this is what I’m dealing with,’ and we can be there for them.”
Communication skills and adaptability were also integral for supporting clients during the pandemic and successfully launching upgrades and deployments remotely. “Being able to support our clients successfully while major upgrades and go-lives were completely remote is a huge success. Not only for Tideworks but for the client as well.”
While Tideworks has now returned to providing on-site support, Moss’ team still offers remote support if it makes more sense for a client’s deployment.
“There are definitely benefits to being on site and having that face-to-face to build those relationships more,” Moss explains.
A Passion for Service
Outside of work, Moss stays busy as a mother of three. When she has spare time, she enjoys drawing and painting portraits, one of which was displayed in a local art gallery. Though she was an art education major in college, she gets the most satisfaction from helping others achieve their goals. “Being able to constantly learn and help people is why I want to show up every day,” Moss explains.
To anyone thinking about a client services role at Tideworks, Moss shares, “if you’re passionate about providing excellent client experience, helping others, building those long-lasting relationships, and always learning something new, then this is a place for you.”
