A short conversation with Customer Success Manager (CSM), Tracy Pickup. Tracy lives in Warrington with her husband. She has 2 kids and now 4 grand children. Tracy got engaged to her now husband, whilst on a cruise ship passing the volcanic, Mount Vesuvius in Italy.
Tell us a little about yourself.
I am a bit of an adrenaline junkie. I have jumped out of plane, and down the side of Tallest tower in Vegas the Stratosphere. I have also travelled at 100miles an hour on a zip line in Wales. I can do sedate as well, I have represented Cheshire Ladies Darts (which may have given me a slight advantage when we attended flight club)
What are you looking forward to doing most when lockdown eases?
I am a bit of a foodie so I am looking forward to being able to revisit The French Restaurant in the Midland Hotel, in Manchester. My dream would be for Heston Blumenthal to create my family and friends a theatre dining experience.
In a sentence what is the purpose of your role?
As Customer Success Manager, I work closely with customer to develop relationships that are essential to promote retention and loyalty, and help them with the system that enables them to lower arrears and reduce evictions. I work with customers to ensure they are satisfied with services they receive.
What does your role involve in terms of tasks and activities?
There are many here are just some of them. Running Customer meetings (operational reviews/ end user sessions/ Q&A), demonstrating Reporting and Training (how Customers gain the best quality), pre go live training/ User Acceptance Training (UAT), change control meeting for new customers, sharing best practice with management and much more.
Which other departments do you work closely with?
In this role liaison between internal teams is vital when actioning customer requests through its life cycle this may include Projects, Implementation; Optimisation; Software Support and SysOps.
What do you enjoy most about your role?
I get the most satisfaction from Happy customers! Hearing a client is happy or seeing NPS score improve makes my day. Ultimately what I am trying to achieve is customer satisfaction. I absolutely love the good news channel sharing how we have all lent a hand to helping and winning new customers!