Each month, we introduce our readers to a different member of the Atlas team. This month, we’d like you to meet …
Cynthia Feeney, Content Specialist
Not at all. I moved to Seattle three years ago after living in sunny San Diego for almost 11 years. When I tell people I spent that long in San Diego, most think the rainy weather and dark Seattle days must bring me down, but they don’t! I find the Seattle weather a refreshing change from those constant, sunny California days. While there are days I miss the beach, I’m grateful for the endless amounts of biking and hiking I get to enjoy with my husband and two daughters. Most days, when I’m not at work, you’ll find me at home being a typical mom — managing activities and wrangling evening homework.
So it says here you’re a Content Specialist with Atlas. What does that mean exactly?
As a Content Specialist, I am responsible for providing support content that serves many purposes, helping clients understand how to create Atlas campaigns and analyze their report data, and answering common questions people have about the product. I also manage our Help Center. My role is much more than just writing new content. It’s about using data analysis to understand how people use Atlas and finding new ways to connect people to Help from the Atlas UI. Next month marks my one-year anniversary here.
Sounds like you wear a lot of hats! How did you wind up in this role?
After receiving my Journalism degree in college, I spent a few years in PR before moving on to customer-support writing for products such as Verizon’s FiOS Internet and Amazon’s Kindle. I’ve held many roles over the years, but my favorite moments are when I can focus my attention on helping people solve problems so they feel comfortable using a product. While many people think writing for customer support means outlining steps or troubleshooting tips, it’s much more than that. It’s about understanding a person’s full experience and intention for using a product, and providing the right type of information when they need it. I always say that working on a Help website is kind of like organizing a friend’s closet by placing their shirts only in the places you know they’ll look.
What interests you the most about working at Atlas?
Ad tech is a challenging, technical space that delivers a unique customer experience. Most of the consumer products I’ve worked on in the past had a single audience, but Atlas has many. There are many different people using Atlas — from media planners and traffickers to our own Account Managers — and our support experience has to be mindful of each of their needs. It’s a puzzle that’s ever changing, but very rewarding when we find that we’ve supported our partners in the ways they expect. I think Atlas is changing the industry because we continue to make relevant and engaging ad content a reality, enabling a better customer experience and greater ROI for advertisers.
Okay, last question. What’s one detail that your co-workers might be surprised to learn about you?
When I lived in San Diego, most of my friends were teachers. As a result, I spent many years learning about public school systems, their impact on different communities and the challenges they face. It’s now become something of a hobby. I’ve developed a real passion for this issue and spend a lot of time reading books and watching documentaries on the subject. For now, I’m just trying to get my girls through elementary school, but I expect that one day I’ll channel my passion into a role that’s more hands-on.