Philip Smith

Hi there, thanks for stopping by for a visit to my profile!

SMC3 has a nifty suite of APIs known as "EVA" (Execution & Visibility APIs) that enables shippers, logistics service providers, and technology providers to quickly integrate to many Less-than-Truckload (LTL) carrier systems to manage their LTL transportation: get quotes, schedule pickups, get status tracking and shipping document images. As Product Owner on a Scrum team, I'm working with internal and external stakeholders, customers, and technology partners to add features and improve the overall experience evaluating, adopting, and using them.

Prior to this, my employer created a Customer Success team, calling it "Client Success", and I was selected to join the first team. I quickly discovered that my years of sales and technical support background mixed with ample empathy were a great fit for the challenges and opportunities of this role.

Helping customers explore and then adopt solutions that are intended to help them flourish, or make their day-to-day work lives better, is a real privilege. It's a journey. It's also a perpetual learning experience, full of mini-evolutions along the way. I find customers fascinating: their unique viewpoints, pain points, and motivators that drive them to seek solutions for relief, growth, and usually both. It's also fun to get acquainted with those individuals that comprise my customers' team: product owners, executive stakeholders, developers, operations folks, and others from the business side and technical side. I can't succeed if they don't succeed.

Taking initiative to "model the change I want to see" is a daily ritual. Missing documentation? Create it. Missing a demo script? Write it, deliver it, improve it. Missing work instructions? Figure them out and get them documented so they are repeatable. The product scrum team wants feedback but is experiencing a heavy workload? Deliver feedback and user stories that are prioritized, relevant and timely.

If you're looking to fill a role needing a seasoned, empathetic, multi-disciplined, customer-focused pro, please reach out. I'm always interested in exploring opportunities. I look forward to speaking with you!