When searching for a job or starting your career in the tech industry, you’ll typically find bulleted information on a company’s job description, benefits and culture. We want to go a step beyond and give you insight from a real CA employee. This profile of one of our Customer Experience Managers is part of our careers blog series “A Day in The Life At CA”.
Meet Kris MacKay. Kris brings a unique technical sensibility to his role as a Customer Experience Manager that’s critical to his ability to not only solve customers’ problems, but truly understand what they’re going through. “I have BS and MS degrees in electrical engineering, plus several years of experience in software engineering, including development and QA,” Kris explains. “This makes me sympathetic to the needs of our customers since I’ve been on the other side of the table, trying to get an application to work or to fit my particular situation.”
In addition to his technical know-how, Kris also knows how to deal with people. He has been part of the CA Customer Success Team for two years, with more than ten years of customer facing roles prior to that helping people, in his words, “use hardware and software through training and customer support.”
For Kris, customer success isn’t just about fighting fires. “I like to help people solve problems, but also really enjoy when I can help someone discover something new,” Kris says.
Kris also loves seeing that learning and application process in action. When asked about a recent success story, Kris shared how one customer used CA to better serve their own customers. “It’s exciting to see how they’ve put the pieces of our API Management and Service Management solutions together to increase their development throughput and work with THEIR customers to better serve them,” he described.
To facilitate successes like these, Kris focuses on making sure that the right people are in the right place at the right time. “If someone has a pressing issue, that means ensuring Support has what they need and gathering information to assist,” Kris elaborates. “At other times, it’s viewing pieces of a customer’s work to introduce them to a product feature that they haven’t had time to explore or is new and could really benefit them.”
Kris believes that great support comes from a simple commitment: “It’s key to keep communication lines open.” He puts this in practice by practicing active listening. According to Kris, “It’s important to not only hear what’s being said, but to ask questions to find out what else is going on. Information is often uncovered when the client and I discuss the situation together – not when I just respond to a request.”
That same spirit of openness carries into Kris’s life outside of work as well. In his free time, he helps teach kids in grades 3-8 how to program. Kris also enjoys bike riding and dining out at the wide variety of restaurants in the Dallas area.
If you’re interested a career with CA, search here or join our talent community and create a custom job alert to get notifications on jobs that match your search.