Get to know us: Andrew Knapp, Director of Client Success
Image credit: Sensibill
In Part 4 of our Leadership Series, we introduce you to Andrew Knapp! Read on to learn more about Andrew and what led to his role as Director of Client Success at Sensibill.
Favourite food: Shawarma or West Indian Roti
Favourite place: Anywhere above 20°C
Hidden talent: I'm hilarious
Last book you read: How to Avoid a Climate Disaster by Bill Gates
Favourite quote: “You miss 100% of the shots you don't take.” - Michael Scott-Wayne Gretzky-Andrew Knapp
Tell us about yourself (you know, where you grew up, what you studied in college, your hopes and dreams, that sort of thing!)
I grew up and went to school just east of the Greater Toronto Area. It's safe to say I'm a huge soccer fan, playing almost every day of my life and throughout university.
I'm interested in things like green energy, the future of technology, and almost everything else, as long as there's good company to discuss it with.
I also love to travel when I can—Ibiza, Barcelona, Porto being a few recent places (pre-COVID, of course).
Fun fact: I’m afraid of the ocean and clowns.
What was your first big career accomplishment or win?
I usually think about the first job I ever had. I didn't know the company or anyone in it and was still very unsure if I would end up being 'a good employee'— what with it being my first job and all.
But after a short while, I was given a promotion without asking, which to me was very satisfying given that early insecurity. Since that moment, I knew what I was doing was right and it gave me the confidence to grow and develop in the way I thought was best.
What’s the best career advice you’ve been given?
One small piece of advice comes to mind because it was haunting: "Stop saying um". I had started a new job and had to take a call with a client—at the time, I didn’t know much about my role. That uncertainty caused me to use a ridiculous amount of one word—um.
On my next call, my boss held up a blank sticky note like a flag every time I said it, which was extremely distracting but forced me to consciously slow down and avoid it. It was painful to be called out like that, and even more painful to listen to myself on the recording afterward. However, when I look back, it created a whole new set of behaviours that help me communicate more effectively today.
What do you feel makes a great leader?
There are many great traits, of course, but I like the idea of someone who leads by example. Doing so sets the tone for everyone who works around you.
If you expect people to work harder or smarter, be empathetic, put others first, be a team player, own their faults...it helps if you embody those things as a leader, too. I'm not an expert in the above—yet!
What’s the most important thing, in your opinion, that a company can do to support its employees?
I'll take a different approach here and say that businesses should teach their employees about the business! Supporting career growth and unique skills are obviously essential. However, teaching them how the business they belong to operates is paramount for their mindset and expectations.
Explain why some departments get more resources than others; how your revenue model works; what a churned client can mean for the cash flow of the business; how raising capital can impact your priorities; how you are different from other companies, and why being profitable isn't a short term likelihood given the intentional investment in headcount.
In the past, I've seen lots of negativity, uncertainty, and friction as a result of leadership not wanting to share this information, or were willing to and just assumed everyone already knew. The truth is, lots of people don't know, and it could benefit their understanding and role within your company.
How do you stay motivated, whether at the office or working remotely?
I internalize a lot of my work initiatives. I don't care so much about what other people do or how they go about their business. I care more about my output and quality of work in relation to what I think is good. In this sense, there is always more to improve on, more to be better at, faster ways of doing things, and as a result, I'm in constant competition with myself.
If you could do one thing differently in your career, what would it be?
I would learn a hard skill, like coding of some kind—to understand what that side of the brain is like. Never too late though!
Why did you join Sensibill, and what do you hope to accomplish here?
Sensibill came recommended to me by someone who worked here, and the company checked off a lot of the boxes from the outside looking in. Good growth, strong leaders and thought leadership, pushing technology and change in an industry that is in the process of being disrupted, etc. Now, being part of the team and looking from the inside, I can say the team and culture are tremendous, as well.