Get To Know:
Customer Success Manager Paul Pham

screen-shot-2016-09-22-at-11-06-53-amWhat is your position with MyCase?

I am a Customer Success Manager.

How did you end up working for MyCase?

It is a familiar Appfolio story. I met an old college roommate in San Diego for a friend’s birthday party. He works for the Appfolio Property Manager side and told me about MyCase during that trip. I was working at a law firm in Orange County and this conversation exposed me to the growing legal technology space for the first time. A month later, I applied to MyCase. I had heard many good things about the company. 

What does your job entail?

My job requires helping attorneys and legal professionals get best use out of MyCase in their practices. Whether this involves training, troubleshooting, integrations, or escalating issues to engineering, each responsibility means that customer concerns are at the forefront. Additionally I have the chance to work closely with an engineering team to track and review any reported customer-facing functionality issues, allowing me to assist with the more technical ones.

What is the most difficult part of your job?

Ensuring that our customers receive the best experience every time they contact us. We try our best to answer each an every question as best we can and it is incredibly rewarding to know and hear when a customer has all their problems addressed.

What’s the best part of your job?

I get to work with great people everyday. The job requires that I stay in contact daily with not only my own team, but also our product, engineering, payments, and sales teams. Everyone is approachable and friendly, allowing us to get things done quick It is amazing how every team is on the same page and working towards the same goals for our customers.

Where are you originally from and how did you end up in Santa Barbara?

I am originally from Orange County, about two hours south of Santa Barbara. I attended UC Santa Barbara, which brought me to the area. With MyCase, I couldn’t pass up the chance to come back to Santa Barbara. I like the area and there is still much to explore.

What do you like to do in your spare time?

I keep it simple: cook, read, learn, and travel. I cook new recipes monthly and have my friends over often to try them. I am reading two to three books (slowly), and am currently digging into an anthology of Vietnamese history. I enjoy learning new things and right now I’m improving my skillset to build simple websites and apps with HTML, CSS, & Javascript. Last, I love travel and am constantly on the road. The US is a big place and there is a lot to see. In the past six weeks, I have been able to go to Cincinnati, Portland, San Francisco, and Palm Springs.

What would be your ideal vacation?

Flying into a city, walking around endlessly, eating the food, drinking the coffee, tasting the beer, and meeting the people. I don’t like to plan my vacations too thoroughly and would rather see what happens. There are loose guidelines sometimes. Every town or city has its quirks and interesting sites. I haven’t been let down traveling this way yet.

Tell me about your family/pets, etc.?

I have my parents and two older siblings in Orange County – all relatively close to each other. I see them at least once a month for dinner or a family party. Some of my coworkers know that I also have a lot of cousins – somewhere near 60 first cousins. I am not exactly sure since I’ve never counted. When someone tells me they are traveling somewhere in the US, I can often say, “I have family there” or “one of my cousins lives there” without a second thought.

Do you have a favorite saying or quote and if so, what is it and why?

“Get out there and don’t be afraid to try different things.”

This has been said countless times in one way or another. I paraphrase but two of my professors from UC Santa Barbara said this to me a couple years ago. It means a lot to me and I haven’t forgotten it. It drives me to keep learning and working. Those professors really influenced my life and they both check up on me regularly.

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