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Team Q&A: 7 Questions with our Head of Customer Success, Bridie

As our Head of Customer Success, Bridie closely collaborates with our larger clients to guarantee the success of their training projects. Join us for an in-depth Q&A discussion about all things related to Customer Success!

23 Jan 2020 by Ariel Jehwo-Malcolm

About Bridie

Bridie is a jack-of-all-trades, a cat lover and a beachgoer!

As Head of Customer Success, Bridie closely partners with our major clients to ensure the success of their training projects. Additionally, she collaborates with our internal teams, including product and marketing, to relay valuable feedback and provide customer support.

1. You eat, sleep and breathe customer success—where did this passion come from?

In general, I am quite friendly and personable, so working closely with people is pretty natural for me. I have a genuine desire to create a positive customer experience with every person I interact with.

The passion for customer success stemmed from my extensive background in customer service. Prior to Coassemble, I had worked mainly in the hospitality/retail industry, so this is my first customer service based job in the tech industry.

2. What do you love most about your job?

My favorite thing about my job is finding solutions for our customers. I am a problem-solver by nature so this is really rewarding for me.

The main role of my job is to ensure the success of our client’s training programs, which often involves a series of challenges. Sometimes clients may want the product to work in an out-of-the-box way, need help with scoping out integrations or may just want some help to pick out the best template for their content.

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3. You work closely with our customers to get them set up and on-boarded. What do you like most about working with our customers?

By far, the best part about working with our customers is getting to know them on a personal level.

I work with many people and organizations from different industries, all around the world. Every day, I spend time with customers teaching them the ins and outs of our microlearning platform, but having fun and learning about the customer is what I like most.

4. What’s one piece of advice you would give someone about what it takes to be a great member of a Customer Success team?

It’s two-fold really.

The ability to take initiative is integral, but being a team player is equally important.

As a customer success agent, you need to be able to support and collaborate with your team. On the flip side, you need to be able to take initiative with customers to provide help and assistance (even when it’s not your specific client).

5. What’s one thing you’ve learned since working at Coassemble?

When working for a SaaS company, you need to be flexible in regard to your strategy, customers and product.

In businesses I have previously worked at, flexibility was not an option. Decision making was top-down, typically didn’t have much wriggle room, and the structure was very rigid.

Most of the time at Coassemble, tweaks are constantly being made to improve and we need to be flexible with our product as some customers have unique needs.

6. For the Australian office Secret Santa, you received a balloon art-making kit. Did you have time to test it out over the holidays?

I can confidently say that balloon-art is a hidden talent of mine that I was not aware of.

After receiving my Secret Santa gift, I was inspired to try my hand at balloon art in the office. I started by crafting a charming little sausage dog balloon as a gift for Maggie, who is the daughter of our Head of Digital Design, Kelsy. Later, I made a couple of swords for the team, leading to an impromptu duel.

Much to my cat’s dismay, the balloon-art continued in our home over the holiday season. I decided to do a 2.0 of the sausage dog, but this time, with a meter long body!

7. Lastly, what’s something you still have to tick off your bucket list?

Get married! 💍

My amazing fiance Raymond proposed at the base of the Eiffel Tower (I must be the luckiest girl in the world!) during our month-long European adventure last year. How he managed to conceal the ring on 3 flights, an international train ride, and in a campervan for a week is unknown to me, but I’m beyond excited to start the next chapter of our lives together.

A destination wedding may be on the cards - stay tuned!

Want to learn more about the team behind Coassemble? Check out our 7 Questions with... Q&A series!

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