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Commonplace at DAXKO – from Supporting to Managing the Product

By September 7, 2009 No Comments

Remember ‘The Jeffersons’ theme song ‘Movin on Up’?  Well that’s a recurring theme for DAXKO as well – people taking on new challenges and moving into bigger roles, that is.  In fact, over half of our team members aren’t in the same role as when they started.  We’re big believers in giving folks opportunities to grow, take on more responsibility, find a role they love… and rock at!  There’s lot of those kinds of stories here at DAXKO.  Here’s one…

Saranda, Product Manager
DAXKO Claim toFame: Moved from supporting DAXKO’s products to driving the direction of DAXKO Accounting – DAXKO’s answer to accounting for nonprofits.

Q: Where did you start out at DAXKO?

A: I started as an intern on the Support Services Team, providing front line support for our products.

Q: What did you learn during your time on that team?

A: I believe Support at DAXKO teaches you ownership and self reliance. There are some issues that you face that no one else can help you with. Once you get through those issues and determine the best solution for the customer, everyone – you, DAXKO, and the customer – is better off.

Q: What did you love about your time on that team?

A: My favorite thing about Support was the constant interaction with customers. DAXKO’s customers, for the most part, are in their jobs because they genuinely care about their cause and mission. To get to interact with these people on a daily basis makes you feel like you are contributing to their mission as well.

Q: What prompted you to move into a Product Manager role?

A: Let’s face it…not all issues in Support can be resolved. As a support services team member, it is very hard to tell a customer this. While in Support, I helped manage what we then called the “Hot List.” It was basically a list of maintenance items that needed to be updated in a product release. I helped prioritize this list and give the customer’s perspective on outstanding issues. It was while working on this project that I realized how much I love the excitement of resolving big pain points for our customers.

Q: What skill did you learn in Support that have come in handy in Product Management?

A: My time in Support was an opportunity to gain extensive knowledge of our market, our customers, and the problems they face. I also learned the importance of truly listening to what each customer says and asking questions. One simple detail can make a big difference in a resolution or development project.

Q: What have you learned about Product Management?

A: I have been a Product Manager at DAXKO for about three years. During this time, I have learned that Product Management or whatever role you are in is whatever you make it. At the end of the day, Product Management is about leading our products, our services and our company to another level and always striving to do more. I have also learned that you have to truly love your products. Product Management is similar to parenting; you have to continuously consider the daily health and well being, but also future long-term strategy.

Q: What do you love about Product Management?

A: I still sincerely love when I can call a customer and say, “Do you remember when you told me you had X problem? Well we fixed it!”

Q: What does the future hold for you?

A: Now that the task of launching a new product is behind me, it’s my goal to take this new product and make it extremely successful! The more customers benefiting from all the hard work we have put in to DAXKO Accounting the better.

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