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Employee Spotlight: Pam Ross on Nurturing Customer Relationships and Driving Success

Nov 19, 2024

Pam Ross has been a cornerstone of BuildingLink for 15 years, transitioning from a teaching career to a dynamic role in customer success. Her journey started with a desire to use her skills outside the traditional classroom, where she could engage with a wide variety of people. "It was unfamiliar territory to me," Pam recalls. "BuildingLink sounded like the perfect place to put my teaching skills to use by helping building staff and managers learn how to use a product that would make their daily lives easier."

A Diverse Range of Roles

Over the years, Pam has taken on numerous roles at BuildingLink, showcasing her adaptability and dedication. "What roles haven’t I had would be more accurate," she laughs. Her experience spans support, training, customer success management, bug testing, quality assurance, and even a bit of sales. She has also served as a liaison to the product and development teams. This wide-ranging expertise has given her a deep understanding of the platform and its users, making her an invaluable resource for colleagues and customers alike.

A Day in the Life of a Customer Success Manager

Pam’s typical day is anything but routine. As a customer success manager, she handles a steady flow of customer emails and conducts optimization sessions to help clients get the most out of BuildingLink’s features. "Part of what comes with being here for so long is the relationships I've built," Pam says. "Many customers prefer to work directly with me, and I’m always happy to provide that personal level of service."  Her passion for helping clients discover new ways to use the platform is clear. "I love the ‘wow factor’ when customers realize they can’t live without it," she shares.

Making an Impact

For Pam, the most fulfilling part of her job is helping customers unlock the full potential of BuildingLink. She thrives on seeing their excitement when they learn new features that streamline their processes. "It’s incredibly rewarding to witness the moment when customers embrace a new tool or feature that makes their lives infinitely better," Pam says.

Her ability to connect with a diverse audience—from maintenance staff to property managers and executives—is a key strength. "Patience and good listening skills are essential," Pam explains. "I adapt my teaching style to fit the audience’s needs, whether they’re tech-savvy or just getting started with the system."

Proud Moments and Achievements

Pam’s contributions have not gone unnoticed. She is particularly proud of her role in shaping the Customer Success department, which was established just a few years ago. She has also represented BuildingLink at the Marriott International Leadership Conference multiple times, presenting new features and networking with users. As for her most memorable experiences, Pam says they come from meeting customers at industry events and trade shows.

The Power of a Great Team

Pam attributes much of her job satisfaction to the supportive and motivated culture at BuildingLink. "Everyone here is a self-motivated team player," she says. "It’s amazing to work with people who share the same goal of providing the best possible experience for our customers."

Outside of work, Pam enjoys exploring her creative side through painting and drawing. She’s also an adventurous eater who loves trying new and unusual foods. At home, she spends time with her cats and her pet lizard, enjoying the company of her furry and scaly friends.

Pam Ross’s dedication, adaptability, and passion for customer success have made her an integral part of the BuildingLink team. Her commitment to helping customers and supporting her colleagues exemplifies the values that BuildingLink stands for, making her a true asset to the team.


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