Over the course of the last year, Punchmark has experienced tremendous company growth. As the number of clients continues growing steadily, so is our team here in Charlotte. For years we operated as a small and intimate team with the three company owners making up nearly the entire development team. Because of the increased demand for services, that team hierarchy was becoming problematic as all three owners found themselves working “heads-down” and coding the majority of the time just to keep up with demand. We quickly realized that this was not ideal, and when we operated this way, our company communication, leadership and discipline began to dip. We care tremendously about each and every one of our clients and the experience they have with us pre and post launch. We needed to make some key changes to ensure our time as owners was being spent managing, monitoring and leading our team members to follow the same intimate approach we were founded on.
Jason Adams promoted to Director of Education at Punchmark
During the last year, we learned how important the role of education was in empowering our clients to utilize the SiteManager platform to its fullest potential. As a result, we’ve started a branch of our company dedicated to educating and empowering our clients.
If you have been a client of Punchmark for any substantial amount of time, the odds are good that you’ve had a conversation with Jason. Jason was the first outside hire nine years ago, when Punchmark was only composed of the two founders, Dan Sirois and Ross Cockerham. For years, Jason was the entire Customer Support team, answering phones, making edits to websites, and training clients how to use SiteManager. Over the years, his support, knowledge, and calming presence became so expected by our clients that at nearly every show Punchmark would attend, Jason would be overbooked with clients insisting they sit with him for training and to learn about the latest updates available for their site.
Jason will become the first Director level member of the staff at Punchmark, and will take the reins on the newly added Education Department. As Director of Education, Jason will continue to lead the Customer Success team from a managerial position. You may notice that Jason will be the voice on the other end of the phone less often; however, that is because he is now leading a team of four employees.
We are incredibly proud of Jason and all he has brought to Punchmark and has done for our clients, and cannot wait to see how he continues to educate and empower our client base.
Punchmark welcomes two new members to the Customer Success Team
As the Covid-19 pandemic unfolded earlier this year, it forced many jewelers to double their online efforts just to keep their businesses open. We simultaneously noticed a massive surge in client requests for information regarding selling online and making changes to their websites. Given everything we had learned over the past year, we decided it was time to expand this team and allow Jason to teach his magic touch to more employees.
Alyssa Diaz
Customer Success Associate
Alyssa genuinely enjoys helping people, and has an Associates in Science from FTCC and is currently finishing up her Bachelors at UNC Charlotte for Earth and Environmental Science. She’s worked in the fast-paced advertising industry which in turn has helped her learn how to help clients and be successful. To slow down, she enjoys time with her children, hiking and watching documentaries.
Nicole Williams
Customer Success Associate
Capable of wearing a lot of different hats, Nicole graduated from UNC Charlotte with a degree in Computer Science and a concentration in Web Development. She works alongside the Customer Success team to provide technical problem solving for Punchmark clients. When she isn’t providing support, she enjoys being outdoors and is a mom to a sassy 3 year old!
These two new additions bring our Customer Success team to a total of five members, alongside Jason, Joseph Krukowski (IT Coordinator), and Yanni Johnson (Customer Success Associate). With this additional support, expect to notice an improvement in outreach, response times and the speed at which edits to websites can be completed. If you have questions or changes that need to be made (or just wish to say welcome) you can email customerservice@punchmark.com, which will get forwarded to all five members of this team.
Growing the team from all sides
Back in April, we announced that we had recently brought on two additional developers, Kyle Bebeau (Front-End) and Sean Moriarty (Back-End), to help with growing demand and to give the three owners the opportunity to return to their original roles as leaders of the company. Within only a few weeks of these hires, we noticed a massive jump in efficiency with development projects and capabilities. Our pace is picking up and we’re now prepared to release some major new functionality such as Bi-Directional Edge, PageBuilder 2 and Navigation Editor. We look forward to all the new features and improvements this expanded team will bring in the coming months and years.
Listening to the Community
As our customer base continues to grow, we realize what an unbelievable asset this is. Our clients are smart, adventurous and fiercely loyal. For these reasons, we created a Facebook group called the Punchmark Community. This community of clients are now assisting each other with best practices, informing us about bugs, and making great feature suggestions. This community mobilization effort is helping us to keep our finger on the pulse of what our clients need and want. Clients are encouraged to ask questions, chime in when others are confused, and suggest any new features that they’d love to have added to SiteManager. Our entire team has access to this as well so the response time is extremely fast. If you have not joined already, please do! In this group, we also announce the weekly upcoming Livestreams and post our platform patch notes. Each month we also post a thread asking for new suggestions and new features. Those requests get fed directly to our Development Team to be evaluated, prioritized and in some cases, immediately completed. We hope this new synergy between our most vocal clients and our team will spawn some of the tools they need to dominate the online retail space.
Join the group here: