Hello From the Other Side: From Customer to Customer Success Manager

Earlier this year I made the first major career move in my professional journey.  After seven wonderful seasons with the El Paso Chihuahuas in their Production and Marketing departments, I decided to begin a new chapter with FanCompass.  Not only was I changing organizations but also work responsibilities and environments.  For seven years I had worked for one organization focusing on broadcast, in-stadium production, and social media while working at the ballpark.  Now I am working with 35+ organizations, supporting their marketing, ticketing, and corporate sales efforts, while working remotely.  With August around the corner and being eight months in I’ve found myself reflecting on the differences, opportunities, and experiences that both offer. 

When working for a single organization, you embark on a journey of deep immersion. You become intimately familiar with its culture, values, and intricacies. As it was with the El Paso Chihuahuas, working for a sports organization, you also learn the fan base, what they expect, and what matters to them.  You also develop certain characteristics and traits, some of which are expanded on below:

1. Deep Expertise: Working within one organization enables you to develop deep expertise in your field. You become a subject matter expert, leveraging years of experience and institutional knowledge to drive impactful change.

2. Cohesive Team Dynamics: Building relationships over time with colleagues fosters a cohesive team dynamic. You understand each other's strengths and weaknesses, which enhances collaboration and productivity.  This rings especially true in the world of Minor League Baseball when for a period of time between March to September, you spend the majority of your days at the ballpark.  

3. Expecting the Unexpected: Baseball is a cyclical game both on and off the field.  There is a schedule, games are played, promotions developed, giveaways activated, and theme nights enjoyed.  There is minimal left up to chance outside of the foul lines.  Having experience and knowledge of what is expected by the organization goes a long way in having “What if…” plans and the confidence in them.

On the other side, working for multiple organizations offers a path that invites flexibility, adaptability, and continuous learning. 

1. Developing a Diverse Skill Set:  Working for different organizations exposes you to varied challenges and environments, honing a diverse skill set. You learn to adapt quickly, embrace change, and innovate based on different organizational cultures.  Each organization has different goals, expectations, and method of operating.  Having them exist in the same ecosystem of Minor League Baseball does create a common thread of goals, but painting with a broad brush opens the door to missed opportunities that may only exist a handful a times in a season.

2. Broader Network:  Interacting with professionals from various industries and backgrounds expands your professional network exponentially. These connections can open doors to new opportunities and collaborations in the future.  Collaboration is a huge piece of Minor League Baseball and being able to experience it daily is an enriching experience.

3. Fresh Perspectives:  Each organization brings fresh perspectives and approaches to problem-solving. You gain insights into different leadership styles, operational efficiencies, and industry best practices.  Organizations know their fans, they know what they respond to, they know what matters to them.  In a position where you are working for multiple organizations being open to new ideas and thought processes only enhances the collaboration process.

Ultimately, whether you choose to commit to one organization or explore multiple opportunities, the key lies in finding a balance that aligns with your career goals and personal aspirations. For me the journey has been about embracing both approaches at different stages of my career. Each has enriched my professional journey in distinct ways, from building deep expertise and meaningful connections to embracing change and continuous learning.