Getting to Know the CRäKN Team: Kristen Auguste, Director of Customer Success
Posted August 9, 2017
5 min read
This week we sat down with Kristen Auguste, CRäKN’s Director of Customer Success. Keep reading to see what she does on a day-to-day basis and what she’s looking forward to in the coming months.
Q: What’s your role with CRäKN?
My official job title is Director of Customer Success. However, I wear many hats within the CRäKN team. My primary focus is the success of our customers, but I also spend a good portion of my time focused on Marketing, Operations, and Product Management. I have a lot of variety in my job which is one of my favorite things about working at CRäKN.
Since we’re an extremely customer focused company, it’s helpful that I spend a lot of time understanding our customer’s needs and then use that information to inform our product strategy.
Q: Can you tell us about your background before joining the CRaKN team?
I’ve had the opportunity to work in a lot of diverse roles. Right out of college, I started my career as an Aquatics Director/Swim team coach. It was an extremely rewarding role but not something I planned on doing long term.
After leaving that job, I found a great role with a software company that provided personalized keepsakes within the funeral industry (MeM). I worked there for 7 years and it was probably one of the best learning experiences of my career. I spent a good portion of my time out on the road training and gathering feedback from funeral homes to improve our products.
After my time at MeM, I spent a few years away from the funeral industry working with Colleges/Universities with CRM and Marketing technology solutions. I’m happy to say that I’m back working with a software company focused on the funeral industry (there is nothing like the people in this industry)!
Q: What’s your advice for listening to customers and incorporating their feedback into the product you’re building?
I would say this is probably my favorite part of my job. This might seem very basic but the most important thing is to actually listen to what our customers are saying. What are their pain points? Are there features we can add to our product to give them a few minutes back in their day?
I love learning more about each funeral home’s processes and how we can use that feedback to build a better product. In our eyes the product is never complete. We’re constantly trying to find ways to make improvements.
Q: What might surprise CRäKN clients to know?
This is not my first time working with Scott Mindrum (CEO) and Cliff Campbell (CTO). I worked with Scott for 7 years at MeM and I’ve actually worked with Cliff at two other companies. It’s great working with them again and makes it so much easier to join a company when you’ve worked with the core team before. You can skip over trying to figure out how people operate and really focus on building a great company!
Q: What is your favorite thing about what you do at CRaKN?
My favorite part of my role at CRäKN is the people I work with, internally and externally. We have a great internal team and it’s exciting to come to work every day and work as a team to build a great product. I also love the customers we work with. I’ve worked in other industries and there is nothing that compares to the people in the funeral industry. They’re so genuine and just have a great attitude!
Q: What are you most looking forward to in the coming months?
I’m really excited for the next few months at CRäKN. Right now we’re really focused on making improvements to the product. It’s so much fun to discuss an idea one week and then see it come into fruition in the following weeks.
In general, I would say I’m excited to see our product continue to grow and ultimately to bring on more customers to use the product. It’s exciting to work in a startup environment because things are always changing and there is so much growth opportunity.
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