Name With The Face:
Rachel Goldberg is a solutions consultant with the professional services team at Brainshark, which provides cloud-based software for creating, sharing, and tracking online and mobile video presentations. "My role is a mix of being a product expert and connecting that to our customers' communication approaches in areas like customer and partner education, internal training, sales, marketing outreach, and HR," Goldberg says.
"The biggest part of my job is asking questions and listening. It's a collaborative process between the customer and me," she says. Goldberg also coordinates with colleagues in account management, support, and technical departments. "I like to get distinct points of view in my work-it keeps me sharp."
In A Day's Work:
Goldberg's typical day revolves around scheduled phone calls and meetings, as well as conversations with colleagues and customers. "There's a lot of brainstorming and collaborative discussions, as well as drafting proposals and statements of work involved," Goldberg says.
A big focus for Goldberg's team recently has been the development and deployment of custom portals for customers, to enable them to display Brainshark presentations in a central library. "I work with them on how to optimize it and make it easy to maintain," she says.
Most Memorable Customer Encounter:
"I worked with a large financial services company on an email marketing campaign that included an embedded Brainshark video presentation to promote a new portfolio management product. The campaign was sent to 70,000 of our customer's prospects.
"One of the recipients of our customer's email blast was also a Brainshark prospect, who forwarded the note to our sales rep to spark further discussions. The rep sent out a companywide email about it-good PR for me!"
View From The Desk:
"I share an office with a colleague on the professional services team. My favorite decorations are the pictures of my sons on the windowsill and the
artwork I've put up-a Georgia O'Keefe sunflowers picture and a drawing by my son, where he signed his name upside down and backwards."
"I love spending time with my two sons-5 and 2 years old. I also enjoy going to yoga and belong to a book club."
If Not Econtent, Then What?
"If someone would pay me to be a student again, that would be pretty great. I always enjoyed diverse subjects-everything from English literature to business strategy-and it would be fun to explore other topics."