What’s a SAM? Internally, we call our support technicians SAMs (SkyKick Account Managers) because of their level of technical expertise and their collaborative, consultative approach to helping partners. When partners call into our free, unlimited phone and email support, they immediately get someone with the knowledge to investigate, troubleshoot, and resolve Partner questions.
This week we’re featuring Joana Rocha, Technical Account Manager
How long have you been part of the SkyKick Support team? Two and a half years
What attracted you to SkyKick? The opportunity to work at a downtown Seattle startup in the cloud business.
What is your current role? I am a Technical Account Manager. My goal is to ensure that all our Partners are successful and grow their cloud business, utilizing our technologies. I do this as a dedicated resource, managing accounts and projects for several of our largest U.S. Partners. I also contribute to our Help Center, help train new SAMs, and am an escalation point for support. And with whatever time I have left, I still answer phone calls and emails.
What do you like most about your role? I immensely enjoy working collaboratively with my internal team. Part of that includes communicating partner feedback to our product team to help SkyKick continue to build products that empower partner success. But the most rewarding aspect of my job is seeing how I help impact partner success through sharing everything I know about our products.
What is your favorite SkyKick feature and why? Our Help Center. We have come a long way and it’s so exciting to see our Partners using our content to more effectively provision and manage successful migrations and Cloud Backup subscriptions.
What is most challenging? The most challenging is also the most exciting. It’s the continuous learning opportunities. There’s always something to do and room to learn more.
What do you enjoy doing outside of work? I enjoy spending time with my friends and traveling around the world anytime I can.
What is something about you that surprises people when they get to know you? I walked the Camino de Santiago when I was 16.
If you could choose a superpower, what would it be? Read minds! Who wouldn’t?
On which TV show would you like to be a character, and what would your character be? The Office (US Version). I would love to be Jim, just so I could prank Dwight daily.
What is one of your favorite movies? The Pianist. Yes, I cried.
What is one of your favorite movie lines? “Life is like a box of chocolate, you never know what you’re going to get.” (Like answering support calls!)
What else about you do you think would be interesting to our partners? Portuguese is my native language. That explains my funny accent! I moved to the United States when I was 18. My family still lives in Portugal.