Although Laura Blacklock’s career has taken her in a different direction from she originally planned she has never looked back.
Read how she became Head of Client Services at 3EN
Give a brief outline of your career to date.
I started at 3EN in 2012. 3EN is a cloud technology company that creates products to help our clients streamline their business processes by using software called Oracle NetSuite.
When I joined, the business had just launched, and I was the compony’s very first admin assistant. My intention was to help with the small jobs while I studied. I was doing course in Child Psychology as I knew I wanted to be able to help people with their problems.
As I studied, I became more involved in the business and took on a new role as office manager. This position sparked my interest in business processes and IT, and I knew I would be staying with the company for longer than I had planned.
Two years later, I began working on client projects and in 2017 I moved onto the Revenue Operations team. After spending two years on the team, we recognised the need for a dedicated Client Services function, and that’s how I became head of client services at 3EN. The rest, as they say, is history!
What was your favourite subject at school?
I loved English Literature and Art, but I always got my best grades in ICT.
Did you go on to further/ higher education, if so what did you study and where?
I studied A-levels at SERC Bangor in English Literature, Psychology and Sociology. After that, I studied a Diploma in Child Psychology.
How did you get into your area of work?
I’ve been lucky in that 3EN was founded by my dad and stepmum. My plan was to work at 3EN until I finished my studies, but ended up staying much longer. Why? I realised that I was fortunate to be in a company where the culture allows you to explore the opportunities open to you. I knew I loved building relationships and helping clients, but I still had a lot to learn and I worked hard to get to where I am now.
Is this what you always wanted to do?
No. I grew up in a household that allowed me to see both the highs and lows of the industry. The truth is, I wanted to do anything but this job! My dream job was to be a child psychologist.
Were there any particular essential qualifications or experience needed?
As my career journey hasn’t been a traditional one, I didn’t have the typical qualifications for this role. Instead, I had seven plus years’ experience working at 3EN and had also achieved various Oracle NetSuite qualifications and completed different training programmes.
Are there alternative routes into the job?
3EN isn’t rigid in looking at qualifications. Attitude and a hunger to learn can get you just as far as having a degree, so both are equally considered. Ultimately, it’s down to the individual, and their fit within the organisation. So yes, there are plenty of alternative routes to working at 3EN – don’t ever doubt your previous experience or qualifications – as long as you have the right attitude!
What are the main personal skills your job requires?
Communication is a big one. We spend most of our day communicating with others, whether that’s directly with clients, or with the 3EN project teams. Equally, interpersonal skills are incredibly important as our job revolves around our clients and helping them with future projects, questions and queries. On my team, problem solving is another important key skill, helping clients find solutions to their problems.
What does a typical day entail?
Typically, strategic planning, reviewing reports and target checks. We manage the support desk and respond and resolve cases that are raised. We make sure everything is running smoothly with our clients, and we advise them on how to get the most out of their Oracle NetSuite System, which is the world’s number one cloud business management system.
What are the best and most challenging aspects of the job?
One of the best aspects is the relationships I build with clients – another is when something just clicks. This could be as simple as finding a solution to a problem. The most challenging aspect can be the variation of the role. You have to learn quickly how to prioritise tasks and understand that when a client has an urgent issue, you have to rejig your day so you can quickly respond and help.
Why is what you do important?
After the 3EN project team implement Oracle NetSuite and it goes live for the client, the Client Services Team steps in to support the business on how to use the system. We help them understand the benefits and functionality of the product and tailor it to their needs. Our job is to pinpoint the parts of the offering that make our clients lives easier – we make them aware of what is available for them and how to make it work better and harder for their business.
How has Covid-19 impacted your business/ role?
Thankfully, we were already in a position for employees to work from home. The products, systems and software we use are all cloud-based, so the transition to home working en masse was simple. Leading a team remotely can be hard, though – we’ve made the most of it, and we’ve definitely made it work, however, nothing can replace being face-to-face and we look forward to getting back to normal when its safe to do so.
What adjustments have you had to make?
As a team, we are aware that a lot of our clients are also working from home, so the requests are changing and differ from the ‘norm’ – this means how we help has changed too. An obvious one is making sure there is a healthy work/life balance – separating your work from your personal life is so important.
What advice would you give anyone looking to follow a similar career path?
If you want to pursue a career in a software environment, you need to be agile. You should thrive in a fast-paced environment and be willing to make changes quickly.
Also, don’t worry about having it all figured out. Job roles can be so different to what you originally expect and sometimes learning and growing from that is part of the fun.
If you weren’t doing this what would you like to do?
Probably something creative, or maybe back into the psychology side of things.
What is the one piece of advice you would give to yourself on your first day?
Don’t worry about not feeling ‘useful’ right now – use this time to take it all in and ask every question possible. There’s no such thing as a stupid question.
Describe your ideal day off.
It would be warm outside, and I could go to the beach or be outside with my husband and my son. I guess I don’t ask for much but just getting time as a family to wind down is really important to me.
And finally, what’s the key to any successful job search?
Don’t be afraid to step outside your comfort zone, and, equally, if there’s somewhere you would love to work and they have no job openings, email them anyway.
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