Faye, Customer Success Manager

26 July 2019 Anastasia EfremenkovaCustomer success , Customer relationships , Community

I've recently sat down with Faye to find out more about her role at DueDil and why she is excited to wake up every morning to come to work.

What’s your current role and when did you join DueDil?

I am Customer Success (CS) Manager and I've joined DueDil in July 2017.

Tell us more about your current role.

My day-to-day can really vary. The purpose of the CS team at DueDil is to make sure our customers are successful, and are supported every step of the way.

I can be doing anything from face to face trainings with customers, running workshops/events for our entire customer base, to working alongside the rest of the CS team to help with our daily support channels.

I am also working on a number of projects to ensure more engagement and collaboration between our DueDil users. In particular, the DueDil Community, which is now a company wide initiative spearheaded by myself and Emma, another member of the Customer Success Team.

Can you tell me more about your team?

We are one of the newest teams at DueDil. In the beginning of 2018, we only had 2 Customer Support/Success roles, but we have now grown stronger and have a team of 6, including one dedicated support rep and our Head of Customer Success and Account Management, Indu. We are very close knit and are always there to help each other out.

What is the best thing about your role?

My favourite thing to do is speaking to my customers and helping them reach that ‘lightbulb’ moment. When a customer is successful, I know I’ve done my job!

Alongside these meetings I am really enjoying working on additional projects that will help to bring our customers together and continue with DueDil’s vision to be the fuel of a more informed and connected economy.

I’ve been given a great opportunity to grow and prove myself in this role.

What were your previous roles at DueDil?

I initially joined as an Outbound Sales Development Representative and  was responsible for finding new business for DueDil. I did this for 7 months. After that I moved to an Inbound SDR role, helping businesses to quickly find the right solution for them. I stayed here for 5 and a half months before joining the CS team in August 2018.

What is the most important one thing that you’ve learned in each of the three roles?

As an outbound SDR, I built my confidence on the phone, beforehand I was nervous to pick up a phone and ring a doctor, now I can ring a CEO and talk about DueDil!

As an Inbound SDR, I started to deepen my product knowledge, understanding exactly how DueDil can help our customers. It also pushed me to branch out and work with other teams within DueDil, such as marketing and our BDM team.

I feel that I have learnt more in the last 9-12 months with the Customer Success team than I have in my entire time at DueDil. My knowledge has been deepened on every level. I am challenged every day. This role ensured I built stronger relationships with the whole DueDil team, including the geniuses that are our product and engineering team! Being customer facing, my role means that I have a unique grasp on our customers, industry changes and insights into solutions to fix/adapt to changes. Understanding this from customers’ perspective is very powerful.

What are the top three things you like about DueDil?

The people 100%, I started as a graduate, but the support and guidance I have received since then has seriously helped to shape my career.

The product. Seeing customers day-in, day-out using and loving the platform, it really makes a difference.

The Journey. Over the last two years DueDil has changed so much and we are constantly getting bigger and better!

I can’t forget the beer fridge!

If you were not at DueDil, where would you be?

Maybe a publishing house as I was very interested in a career in writing before I came to DueDil.

How do you define yourself in three words?

Determined, moldable, like a sponge who would take in a lot of information and learn quickly, and friendly.

Can you tell us something unexpected about yourself?

I represented my County in football when I was 16!

If you would like to find out more about being part of our team you can reach out to Faye or myself, we would love to grab a coffee with you.

Here is our careers page with our current vacancies, just in case you are looking for a new challenge ;)