Connection to purpose
Building trusted customer
relationships with Mary Jackson
If you ever need assistance in your customer journey with Linewize, Mary Jackson is the person you want on the other end of the phone. Equal parts friendly and professional, our Senior Success Manager is obsessed with giving our customers the best experience possible. As well as her background in education technology, Mary also brings a caring heart that genuinely values keeping kids safe online.
Understanding people and product
Mary Jackson has a natural affinity for connecting with others. Her warm disposition instantly puts people at ease, and her deep understanding of our product makes any customer feel safe in her hands. Mary is new to the Senior Success Manager role, but she already appreciates the importance of her position as a bridge between Linewize and our customers.
“If you want to build trusting relationships with customers, you need to be able to speak knowledgeably about the products. Each product has such detailed features and benefits, which means there is a lot to learn when you’re getting started. But it’s so important to get it right if you want to be a great resource for customers.”
When speaking about the details of her job, it’s clear Mary prioritises customer service above all else. Any uncertainty is quickly dispelled by Mary’s reassurance that everything is under control.
“When customers present a problem, it’s on me to provide the correct solution. They often don’t have the technical expertise to explain exactly what they need - it’s my responsibility to interpret their request and enable them to succeed. I’m the customers’ advocate at Linewize.”
Mary has a firm belief in our mission and a strong connection to our values. She tells us that every school in every district across the US needs what Linewize offers. And although Mary hasn’t always had a precise career path in mind, she has always wanted to work in an environment centred on care and integrity.
Working with heart
Growing up in a small town in Northern Arizona, Mary lived a simple, laid-back life. Far from the city, she loved spending time outdoors, whether lacing up her boots for a hike or getting her hands dirty in the garden. She’s thankful for the safe community she was raised in and finds purpose in ensuring children today feel the same.
“Children are growing up online, and it’s so important to protect them from harm throughout their digital journey. It’s a huge concern for many parents and teachers. I’m proud to be able to contribute to a product that safeguards children and provides reassurance to the adults responsible for them.”
Mary has worked in the education technology space since graduating college. A friend who worked for a curriculum company encouraged her to join the team. Mary worked her way up from an entry-level role to a lead account position before transitioning to a student information company.
“It’s funny - my entire career has been in EdTech, but it’s not what I thought I would do. At college, I studied non-profit leadership and management. But my heart is drawn to helping people, and there are so many opportunities to fulfil that in the EdTech space.”
Positive developments for the future
Mary joined the NetRef team in mid-2020 and has been fulfilling her desire to help people ever since. When her company was acquired by Linewize, she was excited by the opportunity to advance her career while contributing to the greater good.
“The transition has been surprisingly easy. Everyone from Linewize has been so warm and welcoming - I’ve felt supported the whole time. Sometimes, it can be hard to adjust to change, but I think it’s worth it. With change comes progress. There is room for me to develop new skills and grow here. And while I’m growing, my team and our business are growing, too.”