Sierra Spotlight: Blair Ackiss with Sierra Interactive’s Customer Experience Team

With Sierra Spotlight, we aim to highlight what makes Sierra Interactive more than just a powerful real estate software company—our people. Each month, we will feature an in-depth profile of a different team member who contributes to making Sierra the trusted partner it is today. By showcasing the stories, expertise and passions of our team, we want to give you an inside look at the heart behind the technology.

At Sierra Interactive, we understand that exceptional software is only part of the equation. It’s our dedicated team of developers, customer success specialists, trainers and innovators that breathe life into our solutions. Through Sierra Spotlight, we hope to forge deeper connections, offering you a glimpse into the diverse talents and personal stories of the individuals who work to support your real estate journey.

Join us each month as we go beyond the code and into the community that powers Sierra Interactive. Get ready to meet the people who make the difference.

Blair Ackiss

• Title: Customer Success Manager
• Location: Wilmington, NC
• Team: Customer Experience 
• Time with Sierra: 2 years, 10 months – holy smokes! Time flies.
• Experience: I am an NC-licensed real estate broker with over 19 years in the business—and the gray hairs to prove it! I’ve worn many hats and most recently helped to lead a small but mighty real estate team here in NC.

Tell us about your role at Sierra Interactive and what a typical day looks like?

Just like in real estate, no two days are ever the same in the world of a Customer Success Manager.

One moment, I’m helping new Growth clients transition from Onboarding, making sure their Sierra System is set up to fuel their goals. The next, I’m acting as a go-to resource when new features are released when clients have questions (So. Many. Questions). Since there is always something new and exciting happening here at Sierra, I stay busy.

I also focus on retention by ensuring our customers see long-term value, guiding them toward renewal and identifying opportunities for expansion so that their business can continue to grow.

Every day is about building relationships, problem-solving, ensuring our clients get the most out of Sierra and having some fun.

What are some challenges you face in your position, and how do you overcome them?

Meeting people where they’re at. Every client has a different story, unique goals and their own way of working and learning. I have to be extremely adaptable which, some days, take a lot of patience. I ask lots of questions and drink lots of coffee.

How do you contribute to ensuring clients receive the best service?

Through the magic of follow-up! I don’t always have the answers – who does? – but I know that staying engaged is what truly matters. Whether tracking down a solution or just checking in, I ensure clients always feel heard and supported. Great service is not about having all the answers – it’s about showing up and staying connected. 

What’s your favorite way to unwind after a busy day?

I’m an avid reader, and there’s nothing better than escaping into a good book after a busy day. Reading helps me shift from work mode to home mode, giving my mind a much-needed reset. There’s something magical about getting lost in a different world. 

My daughter gave me a Kindle for Mother’s Day last year, and as a bit of a book snob, I didn’t think I’d like it. I was so wrong.

What’s a hobby or interest you’re passionate about that might surprise us?

I’m currently taking a pottery class, and I’m loving it. While it’s rewarding to create something tangible (even if my pieces are lopsided), the real joy comes from the process. There’s something incredibly calming about centering clay, getting out of my head and working with my hands. It’s a messy reminder of one our core values – progress, not perfection. 

Learn more about the team behind the tech on our blog.