Career Path: Kara Noonan, Senior Onboarding Associate at Buildium
What do the career path and day-in-the-life look like for a Senior Onboarding Associate at Buildium?
We connected with Kara Noonan to find out!
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Where did you grow up? What did your parents do for work?
I grew up in Burlington. My dad has always worked in Financial Services, my mom stayed home with me and my siblings while we were younger and now works at Massachusetts General Hospital.
Where did you go to college? What did you study and what were some of your initial jobs out of school?
I went to Worcester State University. I majored in Business Administration and minored in Economics. I interned at Everbridge in their marketing department right out of college, but Buildium is my first full-time job. I started on Buildium’s Customer Care team as a Customer Care Agent and then after a few months started on the Onboarding team as the first Onboarding Concierge.
What has attributed to your success thus far and has helped propel you to the position you have now?
I can truly say that my manager has had a huge impact on where I am today. Since day 1, she has supported and saw potential in me to be the first person in the role I am in today. She saw a vision for this role and wanted me to be the one to make that vision a reality. I have the utmost trust in and respect for my manager and truly believe that she wants her team to succeed not only professionally but personally as well.
Can you share the high-level responsibilities of your current position as Senior Onboarding Concierge at Buildium?
I am responsible for the first experience of our newest customers. I assist them in getting their data into Buildium and keep them on target to meet their deadlines all while laying the foundation for long term customer loyalty. To achieve this, I work cross functionally with sales, customer support, and marketing to ensure all of our customers have a memorable first touch experience. I am their main point of contact until they are passed to their onboarding specialist who further helps them implement the software and delivers customized training, ultimately helping the customer meet their desired outcomes.
Any tips for someone considering a career in Customer Success?
In order to ensure that the customer is successful, you may not always be able to say yes to their requests. Sometimes you may have to have a difficult conversation in order to help them see why a different path will lead to their long term success. The challenging conversations often times end up being the most rewarding.
Buildium’s Onboarding team is growing! Questions? Feel free to reach out to me!
Day in the Life
Coffee, tea, or nothing?
99% of the time coffee!! Sometimes I do like a mid-afternoon cup of tea.
What time do you get into the office?
I try to get in by 8:30. I like to get situated and ready to go no later than 9- any later and it throws off my day.
What are three things that motivate you in your role?
The respect from my teammates
Success of our customers
Reaching new milestones as a company
Every day is different, but can you outline what a typical day looks like for you?
First thing is always to refill my coffee as soon as I get in the office (I already drank one on my commute in).
Next, I check slack and respond to emails that came in the night before. I continuously check my email throughout the day, but want to ensure customer questions from the previous night are responded to first thing in the morning.
Then, I have the ‘first touch’ calls with customers, which are calls dedicated to welcoming them as new Buildium customers and giving them their next steps for Onboarding and getting their accounts set up.
Immediately after the call, I always update salesforce with call notes to stay organized.
My afternoons typically consist of reaching out to customers that just signed up to schedule their ‘first touch’ calls and ensuring I am staying on top of emails so that customers are responded to within the same work day.
What time do you head out of the office?
Every day varies, but usually between 5 and 5:30.
Do you log back in at night or do you shut it down completely?
I always have slack notifications on and if I am waiting for an urgent customer response, I will check my email.
Any productivity hacks?
I am a huge fan of making lists. I love the feeling of crossing things off as they get done!
What are the 3 apps that you can’t live without?
Apple Podcasts, Spotify, Gmail
What professional accomplishment are you proudest of?
I was the first person at Buildium to be in the role I am in now. It is really cool to think how this role was non-existent a few years ago and I specifically was given the opportunity to build it out and make a vision become a reality.
Who do you admire or call upon for professional advice?
My family is my go-to for professional advice. My parents and siblings are all successful in their careers, and although they have taken different career paths, I always look to them for advice.