Meet Parker Eliot, Implementation Manager at ContractWorks
At ContractWorks, our team represents the spirit of our company: innovative, agile, and committed to fulfilling the needs of our customers. Our employees come from a variety of experiences and backgrounds, each with a unique set of skills and talents that align with our overall mission of providing simple, smart document management solutions.
We’re proud of the team we’ve assembled, and we think it’s about time you get to know the people behind ContractWorks.
For our first ContractWorks employee profile of 2019, we caught up with ContractWorks Implementation Manager Parker Eliot. A former professional hockey player and UCSB graduate, Parker enjoys interacting with clients and has played a meaningful role in shaping our customer’s contract management implementation process.
Getting to Know Parker
What’s your background in SaaS?
I’ve been in SaaS for about 3.5 years, with the first half of my career in sales and the second in customer success.
How long have you been at ContractWorks?
I’ve been with the company since 2017. I started as our first Implementation Manager. My initial goals were to increase adoption and provide more resources for new clients. I also support the Account Managers during the sales process and assist legacy customers.
How has your role changed?
The role has definitely evolved. Now, I focus a lot on customer success. The majority of my time is spent interfacing with and training customers through virtual meetings while also answering product questions via email, and providing follow-up and resources to help ensure client success with our product.
What are some unexpected aspects of the job that surprised you?
I did not expect to work with so many high-profile companies and personals. It’s pretty common for me to train a VP or General Counsel of a considerably sized successful company, it’s nice to see our product having an effect in those types of organizations.
What is your favorite part about being an Implementation Manager at ContractWorks?
We have great customers. I love interacting with them. Being able to play a meaningful role in shaping our customers' contract management process has been very rewarding. As a product expert, I have the ability to speak to the challenges typically faced by our clients and can advise them on how to make their life easier.
The ability to directly address customer needs makes the job meaningful. Of course, hearing positive feedback from our customers about our product, how we conduct business, and how we support them as a client is also a huge benefit.
Why do you think what you do is important to the overall goals of ContractWorks?
Providing customers with responsive and useful customer service is extremely important. We’ve always put customer success first as a company, and I am on the front lines to help with that effort. I think having that kind of customer-centric approach is what sets us apart from all of the other contract lifecycle management solutions. And, of course, our engineers are some of the best in the industry.
What is your proudest moment with a client?
Whenever we get high Net Promoter Scores, glowing reviews, or other positive feedback where our customers mention the outstanding implementation support and customer service they’ve received makes me feel proud of what I, and my team, can accomplish. For example, recently a client told me that he has implemented a number of solutions in the past and that he has been most impressed with our process and professionalism, from sales through implementation. That’s always great to hear.
What excites you most about the future of ContractWorks and your role here?
We are quickly becoming more and more involved during the sales and trial process, which allows us to get to know the potential client's needs and procedures early, and that’s something that differentiates us. My role will eventually become even more focused on implementation and customer success as a joint operation while we continue to grow and provide more resources to our customers.