The CoachAccountable Blog

What's new with the CA platform, tutorials on using it, and customer spotlights.

Introducing Paolo De Armas, Director of Customer Support and Hand Holding

I swear I didn’t pick Paolo because he’s in Denver.

When I posted the ad for this position on weworkremotely.com I had no need of my ideal candidate being in the same town as me.  Rather, I was totally down with the ethos of remote teams (as excellently described by 37 Signals Remote). and what that afforded by way of getting the very best candidate WITHOUT geography as a severely narrowing criteria.

I did want someone in or around the North American time zones so as to overlap with the majority of CoachAccountable users, but that was about it.

So the subject line of Paolo’s email applying for the job, “Director of Customer Support – I’m based in Denver as well” didn’t catch my eye that much, but his answers about how he would see to do the job did:

My primary focus is to help grow CoachAccountable through helping our customers succeed. …

Ideally, I’d be spending most of my time proactively reaching out to customers, showing them how to best use the platform to help their business and their clients.

I understand that there will always be a need to solve customer support issues. We’d continually strive to reduce the number of support issues through excellent customer support.

His answer to how he would ideally like to spend his time on the 3 Pillars of the role (customer support issues, building the knowledge base, and user outreach & teaching) nailed exactly what I had in mind that my ideal candidate would say:

The ideal would be something like 15% customer support issues, 45% development of the knowledge base, and 40% proactive outreach. Eventually the majority of our time would be spent on outreach.

Paolo insisted this was shot in bad lighting, but I dunno, I think it looks pretty good.

Paolo insisted this was shot in bad lighting, but I dunno, I think it looks pretty good.

This is Paolo De Armas.  Armed with a boatload of experience in helping customers be more successful in their own businesses, he’s ready to help CoachAccountable users new and old in getting ever more out of the platform, from setting up Worksheet Templates, to teaching how to wield Metrics to fit a given coaching style, to integrating CA into the whatever established setup in order to make coaching clients have a great experience.

For the last month Paolo has been easing in to the CoachAccountable world, learning the system inside out, listening in on calls and demos, and fielding an ever wider range of support issues.  Some of you have interacted with him already during this warmup phase, and I’ve been very pleased with the result.

As founder of CoachAccountable (and the one who has been fielding all support and training for the past 4 years) it is a big deal to me to entrust the support and care of the CA community to someone else.  Having quick and thorough responses to questions, resolving issues & bugs immediately, teaching better coaching with the tools at hand, and listening in earnest to feedback of how CA could be better or what new features would serve have all meant so much to the development of this platform in service to the coaching industry.

For me to sleep well at night I need to know that this standard of taking care of this community is upheld, and it is with great joy that I say with Paolo the CoachAccountable community is in very good hands.  In many ways in fact Paolo can be better than me: rather than have to juggle customer support against all other facets of running CoachAccountable, customer support gets to be his sole focus.

He’ll have way more time to go in depth helping you setup the nitty gritty bits of your coaching style and programs within CA, to train you on how to wield the system to the fullest, to devise solutions to problems and challenges.  To that end I hope you will all feel comfortable and welcome to reach out to him for that sort of help whether you’re just getting started or have been using the system for years now.

One of the common bits of feedback I get is to the tune of “I’m pretty sure I’m not using all that the system has to offer” (the recent survey revealed a lot of this!).  Let’s fix that.  If you feel like there’s probably some good stuff you’re missing and could use a 1-1 session to go over things, you should assume you’re right and drop us a support note saying as much.  Get your money’s worth from the platform by using it to the fullest: let Paolo show you around, learn about how you coach, and steer you to helpful parts of the system you never knew about.

If you’re worried that getting support from Paolo won’t be the same or as cool as getting it right from the creator of the system, that’s fair.  I’ve been at this and trafficking in the world of coaching & coaching software for years whereas Paolo is relatively new.  In some regards he doesn’t have the depth and perspective on the matter as I do.

Yet.

As he gets going in earnest I’ll be tagging along, lending whatever is missing as he grows in the role.  And I expect my input to be minimal and ever diminishing.  Why?  As part of our interview process I had Paolo teach me, pretending to be a new user, about how to use Metrics in my mock business, up to and including setting up a course to have regular check in worksheets pipe numbers right in.  This setup is the most complex, integrated piece of the whole system and he nailed it, and did so with only 24 hours notice to prepare.  He’s a quick study, so again I am rest well knowing that with Paolo the CA community is in good hands for support and training.

If you’d like to get acquainted with Paolo more, go check out the essays on his personal blog.  Seriously, there aren’t many but they’re a delightful read, and give a real insight into the person behind the @coachaccountable email address.  (Indeed they’re part of the reason why I was so impressed and quickly sold that “yes, THIS was the person I wanted to entrust my customers to for support”).

Adding Paolo to the mix is a big win for all of us: he’ll be available to help at a level which I simply can’t, and thanks to his presence I’ll be freed up to continue making improvements to the platform at a quicker pace.  Please join me in welcoming Paolo to the CoachAccountable team!

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14 Comments »

  1. Katie McDonald said,

    September 10, 2016 @ 8:19 am

    Welcome to CA! I would like to schedule a 1:1 session to make sure I am using CA to its fullest potential. Looking forward to learning from you and leveraging CA even more to help my business succeed.

  2. Angie McIntyre said,

    September 10, 2016 @ 4:41 pm

    Waving to you with my hands which are likely to need holding :)

    Brand new here, I’m tooling around and happy to find your blog.

    Thank you for the introduction to Paolo, John. In July when we met you mentioned hiring, so congratulations!

  3. John Dessauer said,

    September 10, 2016 @ 8:53 pm

    Hi,

    Welcome aboard! I would like a 1:1 as well. :) Hit me up when you have time.

  4. Nathan Gold said,

    September 11, 2016 @ 9:28 am

    Hello Paolo and welcome to a one of a kind company! Since meeting John and CA a few months ago, I have been so impressed with the level of support and response to my specific needs and it was only a company of 1, like me. As a coach to dozens of people per week or even more, CA has really been a lifesaver and is now allowing me to scale my business. So, welcome aboard. I hope you find working with John and CA as “delightful” as I do.

  5. Pam Miller said,

    September 11, 2016 @ 11:27 am

    Congratulations and welcome to CA Paolo!
    Congratulations to you too, John. It’s great to see the team growing.

  6. Marcia Ruben said,

    September 11, 2016 @ 12:59 pm

    Paolo, I will also ping you when I need help.

    Marcia

  7. David Furlong said,

    September 11, 2016 @ 5:37 pm

    Paolo, welcome to the team! You have already been great to work with and look forward to chatting more as I utilize CA in taking my own game to the next level. Cheers.

  8. Cheryl Neville said,

    September 12, 2016 @ 11:21 am

    Hi, Paolo:

    Welcome, welcome!! Glad to connect with you. And congrats to John on the expansion of the CA team.

    Best wishes for more awesome success for CA in the future,

    Cheryl

  9. Paolo De Armas said,

    September 13, 2016 @ 8:28 pm

    Thanks for the welcome everyone! John’s done a great job so far in introducing me to CoachAccountable and my role, which gives me confidence as I get started in working with you all.

    Katie and John, I’ve sent you both emails!

    Paolo

  10. Monica Diaz said,

    September 14, 2016 @ 9:46 am

    Welcome! I look forward to giving feedback and making this place even better day by day! Thanks for being here! Hugs from Mexico

  11. Gregg Jones said,

    September 20, 2016 @ 7:41 am

    Hi Paolo,
    Good to have you, I do need help not sure where to start
    Please be in touch!

    thanks
    Gregg

  12. Kim Gray said,

    September 28, 2016 @ 2:00 pm

    Welcome Paolo,

    I am a relatively new user to CA and have come from using The Coaches Console for over 7 years. I like the difference between the two systems and have been having fun introducing my VA peers to the system. Looking forward to connecting with you with my support questions as I delve deeper into CA.

  13. Antonio Edwards said,

    October 4, 2016 @ 5:52 pm

    Welcome Pablo to the great CA community! I know you will give us all an awesome job with customer support, and others! Glad you’re on board. Also, John thank you for the wonderful support you gave us all this time. Much appreciated as well.

  14. Michael Leahy said,

    October 21, 2016 @ 12:08 pm

    Welcome Paolo,

    I know John’s thrilled to have you on board. So am I. Hopefully, I can start directing more support questions your way so we can all let John do what he does best – write awesome code!

    So how do we reach you directly? Or are you now the point person who’s automatically getting all of the online support requests?

    Michael

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