What does someone in Customer Implementation do at Mappedin? How does this role help customers be successful and how does it drive the Customer Operations team to accomplish their goals?
We recently sat down to chat with Carrie Bortz, our Director of Customer Implementation, to learn more.
How would you best describe your role?
My primary goal is to ensure the success of implementation projects and the highest level of customer satisfaction. I am committed to supporting our project management, coordination, and mapping teams, providing guidance and assistance to help them perform effectively and consistently meet Mappedin’s standards. By fostering alignment with our core values, I aim to enhance the team’s overall performance and ensure that we deliver exceptional results. Additionally, I play an active role in the sales process for complex deals, working closely with stakeholders to guarantee a seamless transition from sales to project implementation.
What does your typical workday look like?
Morning: My mornings are typically filled with internal meetings, including one-on-ones, team regrouping sessions, and other collaborative discussions focused on aligning the team’s priorities and progress. This time is dedicated to addressing any challenges, providing updates, and ensuring that everyone has the clarity and support they need to perform at their best.
Afternoon: In the afternoons, I shift my focus to external engagements, such as customer meetings and project work. This is when I concentrate on advancing our key initiatives, supporting operational needs, and assisting other teams within Mappedin. By balancing internal team alignment in the morning and external-facing responsibilities in the afternoon, I help drive both team performance and overall project success.
My go-to lunch is: Salad mix, from Costco which includes arugula, and a pumpkin seed mix.
How has your role and career developed during your time at Mappedin?
I began my career at Mappedin as a Project Manager, progressed to a Senior Project Manager role, and eventually was promoted to Director of Customer Implementation. Coming from an architectural background, the shift into the tech industry was significant, offering both a steep learning curve and a wealth of new experiences. The transition has been exciting, as I’ve had the opportunity to immerse myself in the dynamic world of technology, continuously expanding my knowledge and skills.
It’s been a rewarding journey, marked by the challenges of adapting to a fast-paced environment while witnessing Mappedin’s growth and evolution. I firmly believe that success in any role comes from having the drive and commitment not only to your own position but also to the company’s broader vision and goals. This mindset has been key to both my personal growth and the contributions I’ve made to Mappedin’s success.
How do you ensure a smooth transition from sales to implementation for new customers?
Involving myself and the VP of Customer Operations early in the process, particularly with complex deals, ensures a thorough understanding of project scope and customer needs.
By collaborating with the sales team from the very start, we can identify the key goals and requirements of the customer, providing clarity on what they hope to achieve. This approach helps us address potential challenges early, setting the stage for a smoother implementation process. It allows us to align our strategies effectively, keeping projects on track and ensuring they are completed in a timely manner. Successful implementations not only meet customer expectations but also pave the way for easier renewals and a strong foundation for our Customer Success Managers, ultimately contributing to long-term client satisfaction and success.
What has been the most rewarding part of your role as a Director of Customer Implementation?
I truly enjoy witnessing the growth and development of our team members, both professionally and personally. It’s incredibly fulfilling to see individuals take on new challenges, excel in their roles, and achieve success at Mappedin.
I am passionate about supporting the team in any way I can, whether it’s through guidance, mentorship, or simply being there as a resource. Their successes, especially when they achieve wins with customers, is rewarding. It’s great to see challenging projects come to fruition, overcoming obstacles to deliver successful launches. These collective victories make all the hard work worthwhile!
What’s your approach to coaching or mentoring team members who are new to implementation?
I recognize that every team member requires support in their own unique way, as everyone has different personalities, learning styles, and preferences. It’s important for me to understand how each person best receives and processes feedback, so I take the time to get to know the team on an individual level. By learning about their working styles and what motivates them, I can tailor my approach to provide the most effective guidance and support.
This personalized approach allows me to give feedback in a way that resonates, helping team members to grow both personally and professionally. It’s about creating an environment where each individual feels understood, valued, and empowered to thrive in their role.
What advice would you give to someone who is looking to advance their career in implementation?
Success comes from a willingness to work hard and dive in with enthusiasm, especially if you have a passion for what you do. If you truly want to excel, be ready to put in the effort and embrace a steep learning curve along the way. It’s essential to enjoy your work—following the 80/20 rule, where the majority of your time should be spent on tasks that bring you satisfaction. If you don’t find fulfillment in what you’re doing, it can quickly become a challenge, making it difficult to give your best effort.
Loving what you do is key, as it drives your commitment to learning and delivering the best possible outcomes for our customers. Happy customers during onboarding lead to a smoother handoff to the next team and lay the foundation for long-term success. Ultimately, a genuine passion for the work and a dedication to continuous improvement are important to ensure both personal growth and customer satisfaction.
What do you enjoy the most about working at Mappedin?
One of the most rewarding aspects of working at Mappedin is being surrounded by such incredible teams and talented individuals. The way everyone comes together, especially when there’s a looming deadline, is truly remarkable—you never feel like you’re tackling challenges on your own.
There’s a genuine sense of care and commitment, where each person wants not only to succeed personally but also to see the entire team thrive. Having strong, hands-on leadership makes a huge difference as well. It’s rare to find leaders who actively engage in the work, making them more relatable and empathetic when the going gets tough. This kind of leadership creates a supportive and understanding environment, fostering a culture of collaboration and mentorship. Mappedin is a place where you can continuously learn, develop, and feel valued as part of a unified effort toward success.
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