How did you get started in the tax software field?
I started with Deloitte & Touche in 1998 as a paraprofessional and became an administrative assistant by 2000. I transitioned to the Expatriate Team where I increased my knowledge of tax laws by attending webcasts, team meetings, and trainings. From there, I found my interest in state and local return preparation and assisted the SALT team prepare returns in Corptax. Eventually, I worked on the Waste Management account where I became their Corptax administrator. I then began helping other customers that used Corptax prepare, e-file, and amend their returns.
Because I had a young family at home, I was looking for more flexibility, so I applied for a remote position at Corptax. I started on the Support team in 2011 and after five years as a support advocate, I became a support tax analyst and then Manager of Technical Product Support—the position I hold today.
Tell us about your current role.
I was promoted to Manager of Technical Product Support during the pandemic. My primary responsibility is managing the customer support site for our products and resources. We work on delivering the best digital Support Center possible to give our customers a great experience. We track usage behavior on the site and track back-end activities as well. We monitor when customers submit support cases, take education courses, or search how to do something in the product—all in an effort to continually improve the site.
What do you enjoy most about your job?
I enjoy working with our customers and making it faster and easier for them to find answers online. It’s rewarding and gratifying to deliver a superior digital experience that helps customers maintain momentum and achieve their goals.
What surprises you about working at Corptax?
How easily I transitioned into my role and the flexibility I’m given. No one looks over my shoulder. Management sees the progress I make and puts their trust in me. It confirms I made the right decision to work here.
What’s one thing you’re learning now, and why is it important?
I try to look at things from different angles. In my new role, I’ve learned to keep an open mind and realize people can accomplish goals in different ways. It’s the same with the Corptax system; there are multiple ways to get things done, and it depends on what works best for you. I’ve learned to have an open mind while keeping the goal in sight. I remind myself to take a step back, open my eyes and ears and learn from that, because a given approach may be different than what I’m used to, but equally effective.
What changes have you seen in your field the last five years?
Everything has gone digital. One way we take advantage of that is through our community forum on our CSC Connections site. Peers chat with each other and share product suggestions and tips. There are so many ways to get results in Corptax, and our customers are so creative.
I help manage the forum with Ashley Spears. Ashley updates the site and helps manage the details. I help with devising the product-oriented questions and group activities. We base the content on the corporate tax lifecycle. For instance, March through April is extension and estimated payment time; in summer, customers want international and compliance information; in August through October, deadline-related input. So based on that, customers engage around what they’re all doing at the same time.
We have seen an uptick in posts by customers, and it’s nice to see customers collaborating.
What lessons has your work life taught you?
If I want something—go after it. Stay positive and keep working toward my goals. Be proud of who I am and what I’ve accomplished. Wake up each day with a ‘can do’ attitude—and keep learning and growing.