Mary Coyle Carmichael joined Emphasys in 2015 after a 20-year career at a housing authority. Her first role here was as an Implementation Specialist for our financial products. She later moved into a role in Support working with customers on both LIPH and Financials. In November 2022, she accepted a new opportunity with us to build and lead a Customer Success (CS) program at Emphasys.
As Mary explains, “The goal of our CS program is to build strong partnerships with our customers as we assist them in achieving their goals and objectives using our products and services. In January, the CS Team grew to a team of three! I am thrilled to be working alongside Ebony [Wilborn] and Jen [Ruiz] as we continue to create a CS program that will only better our customers’ experience.”
“In CS, no two days are ever alike, and things move quickly,” she notes. “It is a role that has expanded me personally and given me a front row seat in seeing customers grow. I look forward to getting to know our customers on a deeper level and assisting them in their journey as a customer of Emphasys.”
The Five Questions
- Most used app on your phone? Definitely Google. There is nothing you cannot find with Google.
- If you could be somebody else at Emphasys for a day, who would you be? I’m not sure I would want to be anyone else at Emphasys because I love what I do. I have a passion for Customer Success and want to see our customers thrive in accomplishing their goals using our products. Probably a cheesy response, but I’m where I belong.
- If you had an extra hour every day, what would you do with it? Any extra time is spent reading. There is never enough time to read all the books on my list.
- The zombie apocalypse is coming. Who are the three people you want on your team? My zombie apocalypse team (mixed with reality and fiction) would include: Bear Grylls because he is the ultimate survivalist; Jason Bourne (Bourne movies) because he just might be tough enough to fight them off (bonus points for the actor being from Boston); Ethan Hunt (Mission Impossible) because he survives everything.
- Favorite ice cream flavor? Froyo, not ice cream, and always chocolate chip.