Hey, Community Forums! I’m Sara, and I’m a Strategic Technical Account Manager at PandaDoc. My journey here started almost 4 years ago when I joined the Customer Support Team as a frontline agent. After becoming a product expert and later the team manager, I eventually found myself again in a customer-facing role leading the pack for our new Premium Support offering. Today, I leverage the skills I’ve learned to partner with our customers and fellow Pandas to ensure success and satisfaction with our product.

One thing I’ve always enjoyed about working at PandaDoc has been the people. At first, it was my colleagues–they were exceptionally kind, helpful, and eager to share their cultural knowledge with me from the start to make sure I felt welcome. Then I started working 1:1 with customers and noticed I enjoyed that connection, too. This should come as no surprise since I come from a big family (4 daughters) and have always enjoyed forming meaningful relationships with people. I guess I just never expected to enjoy meeting so many people through PandaDoc this much! 

What do I do, really? 

I’ve been here for almost 4 years and filled various Support roles throughout, and it's only natural that I know the product like the back of my hand. This becomes especially useful when my job is to help people that use the product every day to solve common (and sometimes complex) issues and improve their workflows. It can be tough to work in Support at any company, but I’m a huge advocate for it. In Support, you can learn all the unique ways the product can be used and form connections along the way with people who can help you solve the rare and challenging roadblocks you inevitably come across.

In my current role, I act as a single point of contact for accounts that require priority support from someone that's familiar with their business and workflow so that if something goes wrong, they know they have someone they can rely on to help. I like being the person that can save the day, and I feel really good when I can solve problems I initially don’t know how to fix. 

I enjoy what I do because I can help people and when I can improve an existing PandaDoc workflow that requires less lift from the customer I feel even better. I’ve been in situations where someone has done this for me and I always feel grateful to have them as a resource.

Recap & What’s Next

When Christopher asked me to contribute to the Community Forums I was really excited to share a bit about myself and what I do with you so if you made it this far, thank you for your time! Over the coming weeks, you’ll get to hear about more of my colleagues who are behind what’s happening here at PandaDoc. Stay tuned!