When it comes to soccer, Tracey Landstrom isn’t content to sit on the sidelines. Every Monday night, you can find her playing in a match with her local women’s soccer league in Denver. And once or twice a week during the regular soccer season, she plays on a co-ed team. “Soccer is a great way for me to work out,” Tracey says. “I love being part of a team and taking the opportunity to make a great pass or tackle, or even score a goal when I have the chance.”
The ability to make the most of opportunities when they present themselves has helped shaped Tracey’s career, leading to her Customer Success Manager role for Marketo, a sub-brand of Adobe, that delivers SaaS-based automation tools for marketing tasks and engagement.
Tracey is also one of three women recently awarded a management training program scholarship from Chorus to #GirlsClub, an organization “committed to changing the face of sales by empowering more women to earn roles in leadership.” Chorus.ai is a proud sponsor of #GirlsClub.
A willingness to try new things and always keep learning
Like many who enter the field, Tracey’s route to customer success was not direct. It was a retail job at apparel company, Lululemon, during her senior year at UCLA that first set her on the path. “Lululemon has a great training program, and one of the things they focus on is how to deal with feedback,” says Tracey. “That’s something I was very nervous about, but the training really helped me to be more confident in dealing with customers.”
While she was still at college and working at Lululemon, Tracey was also co-director of the UCLA arm of Camp Kesem, a national nonprofit that supports children through and beyond a parent’s battle with cancer. That experience, along with her training at Lululemon, inspired Tracey to apply for — and land — a full-time position at the national organization. “Camp Kesem was my dream job at the time because I was training and mentoring students at universities and colleges around the country,” Tracy says.
After two years of mentoring, and with Camp Kesem in rapid growth mode, Tracey took an opportunity to move up into an operations role, where she deployed critical and strategic thinking to designing and implementing systems and processes supporting the nonprofit’s growth track. “I loved the challenge,” she says. “But after three years, I knew that I was ready for something different and needed a new experience to help me get to my ultimate career goal: being CEO of a company. So, I started looking elsewhere.”
Elsewhere turned out to be a position in customer success at Marketo, which had just been acquired by Adobe. “I didn’t plan to move into customer success, but the job had two major elements that I was looking for — the chance to expand my sales experience as well as gain a window into the business of marketing,” Tracey says.
Tracey jumped in with both feet and quickly found the job to be rewarding but challenging in a dynamic and often fast-paced workplace. Here’s a look at how she spends a typical workday:
Tracey wakes up around 7 a.m. but says she prefers not to leap out of bed immediately. “I'm a morning person, and when I wake up I’m ready to go. But I like to stay in bed for a little while,” she confesses. During this transition-to-the-workday phase, Tracey will usually check her personal email and read “The Skimm,” a daily newsletter for women that she’s subscribed to since 2012. “The two women who created it are awesome and I love the way they put news into layman’s terms and relate it to pop culture,” she says.
When Tracey’s done reading, she gets up and ready for work while listening to NPR, and then leaves the house without breakfast or coffee since she likes neither. Then, she catches the bus for a 15-minute ride to the office, giving her just enough time to take in a podcast or two.
Work-life balance is important to Tracey, who says she likes to “try to keep as much ‘me’ time as possible before I start work.” That includes staying unplugged from Slack or email until she gets to the Adobe office at 8:15 a.m., where she is usually one of the first people to arrive. Tracey takes advantage of this quiet time to check her work email, follow up on items from the day before, and then think about what she needs to accomplish next.
“Around 9 a.m., it starts to get a little crazy in the office as more people start to show up and internal meetings start,” Tracey says. Regular meetings for Tracey and her team include a pipeline meeting every Tuesday and a team huddle every two weeks to discuss operational issues. “There are other meetings too, but they generally don’t last more than a half-hour, and we try to spread them throughout the week,” says Tracey.
When she’s not in a meeting, Tracey is at her desk, sipping tea (or the occasional Starbucks chai), answering more email or doing quick check-ins with customers before lunch.
Lunch is usually something Tracey prepares at home on the weekend and brings to the office to enjoy. Tracey and her team typically hang out in a lounge area near their desks and have lunch together. “It’s a voluntary, no-pressure commitment for the team, but I love to do it because it helps to build camaraderie,” Tracey says.
Tracey also likes to use part of her lunch hour to work on tasks for the Action Team, Adobe’s social impact program. Tracey is the community chair for the Denver Action Team, and her role includes designing and setting up events for on-site volunteer opportunities. When we talked with Tracey, she was planning a Valentine’s Day card delivery for children at a local hospital.
The rest of Tracey’s workday afternoon is usually devoted to meetings with customers. “I prefer meetings in the afternoon because I’ve had the morning to mentally prepare and feel like I’m firing on all cylinders,” Tracey says.
Tracey records most of these meetings, passing the value on to her customers. “I tell the customer that if one of the team misses the demo or they simply want to see the demo again, they can review it later because I’m recording it,” she says.
After completing her meetings, checking email and reviewing her calls, Tracey spends a little more time at the office, getting things ready for the next day. Then, it’s off to the bus stop with a coworker for the short ride home.
While playing soccer is often a go-to for Tracey after work, she also enjoys Spin class. She’s an avid skier, too, and her weekends might be spent at Breckenridge, Vail, Beaver Creek or Keystone, all of which are easily accessible with her Epic Pass.
Tracey also tries to add an element of fun to her weekday evenings by spending time with her friends or family. “That helps me detox from the work part of the day!” says Tracey, who told us that she had spent the previous night hanging out with a group of girlfriends and indulging in an episode of “The Bachelor.”
We hope you enjoyed this “day in the life” spotlight on one of our amazing customers — and #GirlsClub scholarship winner! Be sure to check out the posts on our blog about the other two scholarship winners, as well as those featuring other Chorus.ai customers. These posts are meant to inspire you, help you build your knowledge, and learn about the many ways that people are using the Chorus.ai platform, every day, to gain insights and drive individual and team performance!