Nexonia Employee Spotlight: Team Lead, Customer Retention

nexonia employee spotlight team lead customer retention

Welcome to the inaugural Employee Spotlight from the Philadelphia office! Previously known as ExpenseWatch, the Philly office was acquired by Nexonia back in March 2016 and since then we have been immersing ourselves in all things Nexonia. With that, let’s start getting to know those that live and work in and around the City of Brotherly Love!

In most organizations, introducing a product or service to a prospect is considered a completely different role from supporting customers that have been onboarded for days, months and even years. Here in Philadelphia, we have one employee who has taken these two separate roles and wrapped them into one.  Her name is Cindy Hollenbach, and she is the Team Lead of Customer Retention at Nexonia. Cindy is not only involved on the presales side by conducting product demos and supporting the sales team, but she also assists current customers after the sale has been made. Cindy has built up a wealth of knowledge from her dual role and continues to be a huge asset to the organization.

I sat down with Cindy at Redstone Grill in Plymouth Meeting, PA to learn more about her role and life outside the office.  

KARI: Tell me about yourself? What did you study in school? How did you find yourself in this role?

CINDY: In a nutshell, I’m a wife, mom, daughter, sister, aunt, hard worker, a good friend and a recently-minted Nexonian. As for my education, I graduated from Temple University with a degree in business. I chose business as my major because of my parents; they ran their own company and that inspired my dream to become an owner and CEO of my own technology company.

After college, I started working in the tech industry and eventually got a job at a company that employed thousands of people. One day, Bill Vergantino called me for a phone screen/interview. Due to his passion and charisma for a very small Philadelphia tech startup (ExpenseWatch), he convinced me to come in for an in-person interview and the rest is history. I celebrated 10 years with the company on May 15th, 2016. It has been an incredible ride with ExpenseWatch and it has been filled with a ton of memories and life experiences.  With the acquisition, I’m looking forward to all the new possibilities and another 10 years as a Nexonian!

KARI: You are a pivotal person in keeping our customers happy. What keeps you coming to work every day and being so successful in your position?

CINDY: What has kept me coming to work for 10 years and still does to this day is the fact that I’m truly invested in this organization and the employees. Not only do I want the company to be successful, I want every person here to be successful in their role.

I’ve learned that keeping our customers happy is the key to any successful business. I think a pivotal part of this role is talking to those unhappy customers, resolving the issues they are experiencing and converting them to happy customers.

I’ve found that the key is to listen, listen, listen and let people express any frustrations, problems and/or issues they are experiencing. I make sure I truly understand their situation and reassure the customer that we will work with them to find a resolution.

Finally, I work with the customer and internal teams at the office to come up with a plan of action. Many times these interactions are over web conferencing, but myself, John Neri, Brian Evans and others from Customer Satisfaction will go onsite to retain, support and even upsell clients – whatever it takes to resolve their issues and make them comfortable. It all comes down to the customer’s happiness and success.

KARI: You’ve been instrumental in getting members of the Philly sales team educated on the Nexonia products and company culture. How are you bridging the gap between ExpenseWatch and Nexonia?  

CINDY: I’ve spent time in the Toronto office getting first-hand experience with many members of the team. I’ve found that there are a lot of similarities between ExpenseWatch and Nexonia, and that includes the products and people.

Being a member of the Philly team for 10 years, I’ve gotten to know everyone pretty well, they are like a second family to me. Everyone here is hard working, caring, willing to help and a lot of fun. When I visited the Toronto office and spent time getting to know the company during the team off-site, I found that the crew up in Canada has very similar qualities. I had positive interactions and found everyone very helpful and supportive!  Many people took time out of their day to help me get up-to-speed and even took me out to explore Toronto! I want to thank the entire crew for all the time they have given me, making me feel welcomed and a part of the Nexonia team.    

As for the features and functions of the product, we are in the same competitive space so it’s not a huge shift in terms of features and product/feature positioning.  There are differences, however, and I’m in the early stages of fully understanding the solution.  I must send out a very special thank you to Andrew Gadsby on the Product Education team who has been generous with his time and knowledge of the application. I am continuing to learn more about the Nexonia solution by playing around in a Nexonia demo account and watching videos — all graciously supplied by Andrew. I am looking forward to continuing to learn the solution and transitioning fully.

KARI: What’s one thing that helps you get through your busy day?

CINDY:  I have a love for all kinds of music and listening to my playlist daily. When I’m not on customer calls or doing product demonstrations, I like to put in my headphones in and get in the zone.  I like to keep my playlist up-to-date and my top songs are:

KARI: What’s a fun fact or experience that you’d like to share with our audience?

CINDY: I think many people would be surprised to know I’m a bit of a thrill seeker. Several years ago, my best friend was getting married in Costa Rica, so we made a little vacation out of it and even signed up to zip line through the jungle.  At the time, I wasn’t a big fan of outdoor adventures, but zip lining seemed like something I could handle…until I got up on the first platform.

For those that haven’t been to Costa Rica, the jungle was so thick and the zip lines were so long, you couldn’t see where the line ended. You basically had to leap off the first platform and hope you make it to the next. You also wear thick gloves, one of which serves as your break, but if you break too early, you run the risk of getting stuck in the middle of a zip line in the jungle. I really didn’t know what I got myself into until I was hooked up to the line and it was my turn to go.   

Long story short, I made it through the zip lining experience alive! It was one of the scariest, yet exciting things I’ve ever done.  I guess I was feeling extra adventurous that day, because my best friend and I jumped into small pond in the jungle. It felt so great to cool off from the jungle heat, until something in the water started biting us! By the time we got out (after laughing hysterically from our panic to survive) we felt lucky we didn’t get eaten. Our tour guide was so shocked we went in there, he couldn’t stop laughing at us!  We still haven’t discovered what creatures were biting us that day.   

KARI: Since the Philadelphia office is relatively new to Nexonians and Nexonia blog readers out there, what are some of your favorite spots in and around Philadelphia and why?  

  • Peddler’s Village – This is a quaint little shopping and dining destination located in Bucks County, PA. This is the area where I grew up and I have so many fun and memorable life events with friend and family.
  • Valley Green – This outdoor spot is a favorite of mine from childhood. My great aunt used to take me here and we would feed the ducks and wander around the park for the day. It’s a beautiful spot, especially if you’re a fan of the outdoors!
  • Dalessandro’s Steaks – For all those cheesesteaks fans out there, this is the only (and best) place in Philly to get a cheesesteak…Jimmy Fallon even agrees with me!
  • Redstone Grill – This restaurant is located right across the street from the Philly office. I’ve spent so many good times with my coworkers here laughing and getting to know them outside the office. Now that the weather is getting nicer, we all get together on the outdoor patio and I’m looking forward to the Montreal and Toronto offices joining us here!