Each and every day, our client managers across the globe help make our clients' day-to-day just a little bit easier so that they can better support their students. With a client support team that comes from across the student success spectrum, clients continuously speak to the dedication of our client support team, and we at Symplicity want to give them the attention they deserve. In our series, Symplicity Spotlight, we’re pulling back the curtain on our client support team.
In our third installment, we chat with Client Support Manager Sue Walker, or "Mamma Sue" as you might know her! Sue has been with Symplicity since 2008, supporting clients with CSM with her enthusiasm and kind heart, particularly in building out their experiential learning programs within the system.
Tell us a little about your career history in higher ed?
I came from a law school career center where I did employer relations/outreach, student counseling, and managed the CSM system. I am most passionate about Experiential Learning as it has a direct impact on not only skills attainment, but employability.
What got you interested in higher education?
After having done many things over the years, my own children were in high school and looking toward college; I just wanted to make a difference at this critical juncture in a student’s life.
What brought you to join Symplicity and look into a career in edtech?
I was totally not looking for a job at the time. Every time my account manager called to see how things were going I would ask what she was troubleshooting and I would tell her the answer. Consequently, Symplicity recruited me 14 years ago.
How does your previous work in higher ed translate to your work supporting Symplicity clients?
I know only too well where their priorities lie and how much they need technology to assist them in tracking data and in making tasks more efficient.
What’s the biggest pain points for clients today?
Without a doubt being able to guide students virtually has been a game changer. Additionally, a lot of thing kids used to learn at home now fall to the wayside due to busy family schedules; there is a reason my law students all called me “Mama Sue.” 😉
Tell us a story of a client’s struggle that you helped them solve with CSM.
Many career centers are understaffed, so we need ways to guide students along a path toward employability en masse; this is where software is a game changer. Additionally, we need to help students set themselves apart in an online world; they need to make an impression before the interview.
What’s your favorite feature within the products you support (CSM) and why?
So many clients struggle with university-wide reporting on work experience. Guiding institutions through a plan for getting buy-in from colleges within the university for utilizing Experiential Learning to track these experiences is one of the most rewarding projects.
What’s a feature you think people don’t use enough?
Hands down – Experiential Learning! I know it surprises no one to hear me say this. Work experience is so vital and I’m committed to helping schools provide more opportunities and better tracking so they can begin to see a correlation between work experience and how quickly students obtain their first career position.
Plus: Sponsors, Pathways & CRM tools! Sponsors because it’s so visible and it scrolls so it catches students’ attention and it can be used for so many things – Meet me at the fair!; Meet our Career Counselors!; Look what’s happening on campus! Pathways because it allows you to guide students through skill gathering activities in a group; it’s really a timesaver and a visible note to students of how far they have come. And the CRM tools are a great way to track the last touchpoint/topic when someone in the office was in touch with a contact; it helped me remember important things in their lives that as a human I want to remember to ask about . . . but my brain can only remember so much. For instance “How was your son’s graduation from the University of Florida?” It’s those little personal things that help to build relationships with your employer contacts.
What is one thing you would tell someone considering CSM?
CSM is packed with tools; don’t let the number of tools and options overwhelm you. You don’t have to have all the bells ringing on day 1; but you do need to be committed to learning and activating the rest over time.
Outside of work, what do you enjoy doing?
I spend a lot of time spoiling my 6 grandchildren; they are the light of my life. Aside from that, I am an avid gardener, reader, needleworker, crafter and am prone to go antiquing at the drop of a hat. My side gig is selling cut flowers at the local farmers market on Saturdays.
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To learn more about Symplicity and how our expert team can support you and your institution, e-mail us at info@symplicity.com.
