Recently, I was lucky to catch up with Rachel Wiley, Key Account Manager at Beyond Indigo. I often ping Rachel throughout the day, tapping into her expertise and her endless positivity, so I was beyond thrilled that I was able to chat with my co-worker about what makes her tick and her role here at BI.

What does Account Management mean at Beyond Indigo?  

We strive for the gold standard in customer service, and tailor that to each client individually. There is no one-size-fits-all approach here. Being focused in the veterinary field allows us to really know our craft. At Beyond Indigo, a lot of our focus is on education, not only in keeping our fingers on the marketing pulse and staying informed, but also in ensuring that our clients understand what we’re doing and why we’re doing it.

Do you have a favorite part of the Account Management process?

I love the design process! It’s amazing to take the nuances that make a business unique and watch it come to life visually. Whether it is working with our clients on updating their existing site, or welcoming new clients to create their first website with Beyond Indigo, the big reveal is always exciting.

You recently moved into a new role: Key Account Manager. Congratulations! Can you tell us a little about what that means at Beyond Indigo and how you are looking to embrace the role?

As Key Account Manager, I serve as a main point of contacts for clients with multiple services or hospitals. Often, there are many analysts from our other departments involved, such as Online Review Management (ORM), Search Engine Optimization (SEO), and Social Marketing. We have a fantastic team, but we also understand that multiple points of contact can become tedious. Our goal is to streamline the client experience, whether it is in regards to reporting, Basecamp communication, or monthly meetings. I want it to be easy for our clients!

Beyond Indigo is a remote, virtual company, how do you stay connected with clients and your co-workers?

You won’t find a kinder or more interesting group of people than the employees at Beyond Indigo. While we’re located all across the country, we are in touch daily. Our go-to connections are Zoom and Slack. Zoom is a video conferencing system (which many of our clients are likely familiar with!) that allows us to share our screens and say “hi” via video.

Tell us a little about life at home…

I live with my husband and two daughters, Lilah, 6, and Norah, 4, in New Braunfels, Texas. I also have three furry co-workers in my home office: Libby, an Australian Shepherd, Finn, a Papillion/Border Collie mix, and Popcorn, a shorthair cat. We love enjoying the beautiful area we live in and are avid campers and hikers. We also have many clients close by! I love to pop in for a visit, and bring cookies, or other treats.

Out of curiosity who is your furthest client?

Right now we’re working with a company based out of Australia. We also have clients in Canada.

Before we part is there anything else you want to share about Account Management at Beyond Indigo?

What really makes us special at Beyond Indigo is that we provide comprehensive, knowledgeable support from start to finish — I don’t actually want to say finish, because there isn’t really an end. We believe that your website is a living and breathing entity. Things change! We want our clients to know that our Analysts, Help Desk and Account Management team are here for them and are only a call (or Zoom meeting) away.