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Get to Know Hearsay: Jill Kiernan, Customer Success Executive

August 8, 2019

When Jill Kiernan recently joined Hearsay’s Client Services organization from a large life insurance company, I knew I had to feature her story. As someone with years of marketing experience and a deep understanding of Hearsay prior to joining the team, she brings a unique perspective to her role and the customers she supports. Read on to learn about Jill, why she joined the Hearsay team, and the role of a Customer Success Executive!

What is your role at Hearsay and why did you join the company?

I am a Customer Success Executive located in Boston, Massachusetts. On the Customer Success team, our charter is to lead our customers to great outcomes while delivering a great experience.

I joined the company because I have been constantly impressed by the leadership and mission of Hearsay, coupled with their – I guess our, now – product offerings. I wanted to contribute toward that mission, and saw an opportunity to do so given my background as a customer. At the same time, I was looking for a role where I could learn and grow both professionally and personally and knew this was the place for me.

You were very familiar with Hearsay before joining, can you give some background on your previous role at your previous company?

I used to work for Knights of Columbus Insurance, a global charitable organization and life insurance company. In my role as Director of Marketing, I helped the field force (about 1,500 insurance agents throughout the United States & Canada) develop and execute their digital marketing strategies. This included equipping them with the tools they needed to stay relevant in the digital age and connect with today’s social consumer.

What did you love the most about Hearsay from a customer standpoint?

My favorite part about working with Hearsay from a customer standpoint was the trusted partnership from day one. I loved getting to work with a team that helped us develop and implement our program goals and celebrated our successes as the program grew exponentially.

In the digital world that we live in, it can be a challenge for agents to break through and build trust with their prospects. Hearsay’s social tool enabled the agents I worked with to have a turnkey solution to manage their social media accounts and connect with today’s digital consumer. The features within Hearsay made it easy for them to not only share all of the good they were doing in the community and showcase who they were as a person, but also to raise awareness around the importance of planning your financial future and how they could help with that.

Hearsay’s team was there for us every step of the way. From agent onboarding and training to adoption and expansion, they were instrumental in the success of the social program.

What do you love about working in financial services?

I am very passionate about life insurance. Life insurance is one of the most important intangible products you can purchase, yet oftentimes people don’t realize until it’s too late. Having the opportunity to help agents and advisors expand their reach and educate consumers about the importance of life insurance and how it’s there for you when you need it most is very fulfilling. Their work directly impacts and changes people’s lives, it’s humbling to be a part of that. I am inspired every day. At my former company I was able to help a few thousand insurance professionals do this, now I am able to help hundreds of thousands through Hearsay’s solutions.

What excites you most about working at Hearsay?

The people!

Being surrounded by people who are passionate about what they do, collaborating on existing goals as well as creating new ones inspires me. I feel so empowered and supported by my new coworkers at Hearsay. From the day I started in the NYC office to now being remote in Boston, the amount of people who have reached out to help me learn has been incredible. They genuinely care about my growth and want to help me succeed. It’s an awesome feeling. I’m so grateful to be a part of this company.

What’s something that you’ve learned since you’ve joined that has surprised you in a good way about Hearsay?

I’m a newbie… this is the first tech company I’ve worked for so it’s been eye opening. I’m fascinated by all of the people, teams, systems and workflows that collaborate to create, maintain and improve the products. In general I’m very impressed by how easy it is to collaborate on pretty much everything.

Best piece of advice you’ve ever been given…

Remember who you are, why you started, and where you’re headed.

Favorite place for coffee/food/drinks in your city or a city you travel to frequently?

Rino’s in East Boston – The best Italian food in Boston (their lobster ravioli is to die for and has 3 pounds of lobster meat in them… just sayin), and it helps that Rino’s is conveniently located on my street!

What do you like to do in your spare time?

Travel, try new restaurants (I’m a foodie), and spend time with my friends and family.

Brittany Hedin

Brittany has been at Hearsay since October 2014 and works as a customer marketing manager. In her spare time, you can find her riding horses or in the mountains.

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