Inside aytm: Meet Dominique Hernandez, Sr. Client Support Manager

Hey Insighters! 👋🏾

Did you know that while aytm is coveted for having the most powerful yet easy-to-use consumer insights platform around, the thing our clients love about us the most is actually our people? 

You see, we’re not your average technology company. Real people drive our success. And we’re super excited to introduce you to some of the people who work tirelessly behind the scenes to evolve the platform, answer your questions, program your surveys, and so much more.

First up – Dominique Hernandez, aytm’s Sr. Client Support Manager.

Let’s dive right in and learn a little bit about Dominique.

What do you do here at aytm?

I’ve been with aytm for a little over three years now. I started as a Client Support Specialist, and I was recently promoted to Sr. Client Support Manager. I partner with Ariel Hagaman (VP of Operations) to oversee our Client Support team. In my day-to-day role, I identify and tackle team objectives, manage incoming support items (live chat support, emails, and calls, etc.), provide guidance for support staff, act as a liaison between support staff and other cross-functional departments, conduct new hire/team training, monitor staffing needs, and conduct interviews for new support staff.  

How did you decide to get into client support?

I’ve always had a background in client service roles. Problem-solving and helping others is truly in my nature and is what motivates me. I love connecting with people (clients & team members alike), as I’ve always made it my goal to make any interaction a positive one. Knowing I can impact someone’s day for the better by ensuring they’re provided with the perfect solution(s) while leaving them with the best experience possible brings me fulfillment. I pride myself on being reliable and someone others are comfortable coming to with questions and exuding positivity. I feel these traits have correlated to my growth as a support specialist and as a team member at aytm. 

What drew you to aytm?

Aytm gave me the impressive impression of being innovative while also presenting itself as a company that values its clients and employees. I had a brief exposure to consumer insights in college while assisting on a Spencer’s Gifts study and found this realm fascinating. So, I was tremendously intrigued to enter the market research world and learn from this awe-inspiring group. Being able to combine my background in customer service with market research has been an amazing journey. 

What’s your favorite part about working at aytm?

Where to begin…our culture, being a part of this team, and seeing the company growth has been one of the most rewarding experiences for me. Upon joining aytm, I had never worked in a remote environment, and I didn’t know what to expect. However, our aytm family is beyond welcoming, caring, and fun! The dynamic here is one of a kind! 

Members of my team often transition to other areas of the company, and I enjoy being an introduction to aytm. It’s an honor to witness my current/past team members’ career growth.

I’ve also really enjoyed connecting with others from all over while we’re all working toward shared goals. I love helping our clients and my team each day! It’s exciting to learn from our team’s exceptional insights day-to-day and pass these learnings on to others. 

Before working at aytm, what was the most unusual or interesting job you’ve ever had?

My most interesting job before aytm would be working at Walt Disney World. I was fortunate enough to get accepted into two internship programs there. I was assigned Magic Kingdom during my first program, and what an experience that was. Prior to getting accepted, I had only ever visited Disney once, and I was very young. I had no idea of the extreme park culture they had before my arrival, but it was awesome to witness the passion the guests and the cast showed each day. Working at Magic Kingdom was often quite magical, but it was also one of the toughest jobs I’ve ever experienced. 

How do you balance your career and personal life at aytm?

As a leader, I value work/life balance for my team. However, I think this is an area I’m attempting to improve on for myself 😂. I believe it’s important to set boundaries for yourself, have transparency, specify your coverage or when you will be active versus nonactive. This will create appropriate correspondence expectations for your team. Time management is also key for me. Mapping out my goals and task list weekly/monthly helps me avoid burnout while keeping productive. 

Regarding personal life, it’s important to prioritize the hobbies you enjoy and make time for the ones you love. I used to be more of a spur of the moment type of person, but I’ve found that as you get older, it won’t happen if you don’t plan it. I have four siblings and lots of nieces and nephews – aunt life is the best life! So I often try to coordinate new group activities for my family. Some of those have been watching the sunrise on the beach, movie nights, and starting a book club. I also really enjoy my alone time. I like to paint while listening to music. I also got a new bike, so I’ve been taking that out before it gets cold. Pre-pandemic, I loved going to concerts (small shows). 

How has aytm helped you in your career development?

Aytm emphasizes its employees’ career advancements! Leadership’s interest in our career growth is admirable and motivating. Aytm offers company workshops, courses, and a budget program to request individual professional development. Aytm has given me so much confidence in my skills as a leader, and my fellow team members continue to inspire me each day.

What advice do you have for prospective aytm candidates?

Be a driver in your own training. Never stop seeking knowledge, and don’t be afraid to ask questions. From a remote perspective, if you’ve never worked remotely before, I always start by recommending creating a workspace you thoroughly enjoy. This can help keep you excited for each day, focused, and productive. 

Which aytm Core Value is your favorite, and why?

Empathy. For me, showing empathy means making sure my team and clients know they’re heard. Compassion helps others to feel encouraged and valued. Empathy can lead to an engaged and efficient team.

What’s a fun fact about you that might surprise people?

I’m a huge movie buff. Old or new, I enjoy them all. I have always been a night owl, and as a child watching films was the perfect pastime. Some of my earliest memories of films that intrigued me were the Sound of Music and The Wizard of Oz, but I especially love horror. Some of my frequent re-watches include Scream, Jaws, Back to the Future, Jurassic Park, IT, Friday the 13th, Cabin in the Woods, and I thoroughly enjoyed the series The Haunting of Hill House.  

Want to join Dominique on aytm’s fully-remote team? We’re hiring. Check out our open roles here.