As part of our ongoing series, Get to Know Digium: Employee Spotlight, we ask employees to share with readers about their roles inside the company as Digiumites (our name for team members), as well as their life and interests outside of Digium. Meet Marcus Routon, one of our Customer Success Representatives. If you’re a Digium customer, you may have spoken with Marcus and already know what an outstanding job he does focusing on the needs of our customers.
What first turned you on to working for Digium?
A good friend of mine actually put a bug in my ear that Digium was looking for someone special. Someone for a role that would be built from the ground up. I was looking for somewhere to plant my roots and grow so I figured I’d put my name in the hat and see where it went. Once I interviewed, I knew this is where I wanted to be. I love this place and the people I work with.
Describe your roll at Digium.
I’m a Customer Success Representative focused mainly on our Cloud Customers. We really do a little bit of everything. I on-board new customers, process additions to services, provide training and resources, problem solve, and save customers money in the process. I tend to wear multiple hats, sometimes all at once.
What projects have you been involved in at Digium that you are most proud of?
Honestly, that would probably be defining my position. We kind of built this role from the ground up, and it has really become one of the most vital positions – not only internally, but to our customers. We are the face. If a customer has issues, they know who to call. If a customer needs something addressed, they know who to call. If a customer isn’t sure where to go, they know who to call. Customer Success Reps are the belts around the gears that make the engine go.
What is the most satisfying thing about your job?
Happy customers. When our customers are happy, I’m happy. No one likes to call and have someone treat them like a number. I want our customers to know that if they need something, they have an advocate under our roof. That’s my job, and I take pride in it.
When you were 10 years old, what did you want to be when you grew up?
Probably a Ninja Turtle or Superhero. I mean c’mon, how awesome would that be? Even today, that would be a pretty sweet gig. Can you imagine if you called Digium and Raphael or Iron Man answered? Pretty awesome stuff.
Outside of work I’m all about relationships. I’m fortunate enough to say that I married my very best friend. My wife and I love to go to concerts, we love to take road trips, we love to host friends, we love to spend time with family, and pretty soon we’ll love doing all those things as a family. We’re expecting our first child, a baby boy, in a few short weeks. I can’t wait to be a dad.
Probably the most active group I’m a part of is Free the Hops. FTH is a grassroots, non-profit organization whose mission is to help bring the highest quality beers in the world to Alabama. The Craft Beer Industry has exploded lately, not just in Alabama, but across the country. Huntsville especially would not be as advanced in the industry without this group. And no, we’re not a bunch of drunks. We just love good beer and good people. This group tends to bring them together.
If you could trade places with any other person for a week, famous or not famous, living or dead, real or fictional, with whom would it be? What would you do within that week?
Richard Branson comes to mind. The guy has his own island and enough money to do whatever he could possibly want. It’s probably more about owning the island though, hanging out on the beach with family and friends, little bit of BBQ- life doesn’t get much better. All the money in the world and all I’d want to do is just take it easy.
What is one thing you can’t live without?
It’s sad to say but it’s probably my iPhone. I probably could live without it, but wouldn’t want to. Think about what our cell phones do for us now. I keep in touch with friends and family across the country, check emails, receive instant sports updates, send a quick text asking what to get for dinner, shop, pay bills… Everything is tied to my phone. We’ve come a long way from my old school Nokia 6160 with Snake.
What is your biggest pet peeve?
Not keeping your word. If you say you are going to do something, follow through with it. No one likes empty promises.
What is your favorite book and movie?
I just finished the book The Perfect Day Formula, by Craig Ballantyne. I thoroughly enjoyed it and highly recommend it. I’m also wrapping up Be Prepared: A Practical Handbook for New Dads, which is a fun read.
As far as movies go, pretty much any superhero movie is going to keep my attention. I’m still that 10-year-old at heart. If I had to pick just one, I’d say X-Men. If I’m flipping through channels and it’s on, I freeze. I remember when it first came out, I was in awe that we were finally seeing these characters on the big screen. Now look, the superhero genre is everywhere. A lot of nostalgia there for me.
What advice would you give someone entering the workforce today?
Grind. You have to grind. Everyone wants a corner office handed to them right out of college nowadays, that’s not how the real world works. You have to start at the bottom and work your way to the top. You have to put in extra work. You have to hold yourself accountable and take ownership of your future. I’ve been working since I was 16. I’ve flipped burgers, I’ve sweat in warehouses, I’ve mowed lawns, I’ve spent 50-60 hour weeks working retail. None of those things were beneath me. Previous generations had a word for that, they called it opportunity and they made the most of it. If you know your worth, go out and get your worth, but be prepared to grind because nothing worth having comes easy.
Would you like to give any shout outs to anyone?
Of course, I’d love to give a shout out to my amazing wife. Thanks for always putting up with me. To my family, thanks for always standing behind me and never letting me forget where I came from. And to Digium of course, thanks for taking a chance on a guy like me and allowing me to plant my roots and grow with a great company.