Client Success Manager
Real Sourcing Network (RSN), New York
Stacy Pope has built a solid résumé over the years. As she tells it, her experiences have reinforced her belief that loving to learn and helping customers is the formula for success. With print roots dating back to 1987, Pope first worked as a print buyer’s assistant for ImageTek, a national print broker, until it closed six years into her gig. She knew this field was a good fit, so she soaked up the knowledge given to her. Pope spent the next six years assuming different roles until she found a home at Dallas-based supplier Nieman Printing, where she worked from 1999 to 2005. From there, she went to another Dallas-based company: Padgett Printing Corporation. Initially hired as a CSR for national accounts, Pope quickly earned a promotion to mail manager—a position she held until company-wide layoffs occurred. She bounced back and landed a job at Branch Smith Printing. “I was what I called a utility person,” she explained. “I backed up three departments, 10 people. [I handled] customer service mailing [and] scheduled production.” But layoffs struck again, and Pope moved on as a contractor for Cockrell Printing. She was tasked with different functions from gathering data to determine which equipment to purchase to capturing mailing expenditure internally. As luck would have it, Nieman Printing called her about another opportunity. She stayed for eight years, until a prior customer, who she credits as being a mentor, exposed her to the exciting world of e-commerce. Pope joined the Real Sourcing Network family, and supports 10 national accounts with approximately 1,000 locations through the company’s e-commerce portal software.
A typical day: The day is busy with user training, quoting, ordering and specking out product for bidding purposes.
Her approach to customer service: My job is to support the customer. I want our customers to feel that their call or email is the most important call or email that I handle. Immediate attention lets customers know that they are important.
How she keeps calm and stays inspired: I maintain a positive frame of mind. I know that, whatever the issue, it will be resolved. I have learned not to internalize setbacks, nor to react in an emotional manner. Instead, I remain upbeat with a “we-can-do-this” attitude.
Why she loves her job and the industry: I’m one of the few people who can truly say, “I love my job.” I love how I have been challenged in my position to grow and learn. What do I love about the industry? I love how e-commerce has made an impact on how businesses handle procurement. The challenge of shifting paradigms and of new technology is invigorating and exciting.
Her proudest career achievement: I am most proud of earning my periodical specialist and mail manager certifications.
Her best advice: My advice is to listen to the client, and to be positive. Remember that without the customer, you are not needed.
What she does for fun: I love the water: boating, swimming, snorkeling and tubing.