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

As a customer success agent, Bridie works closely with larger clients to ensure the success of the client’s training projects. We talk about all things CS in our Q&A!

23 Jan 2020 by Ariel Jehwo-Malcolm

About Bridie

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

As a customer success agent, Bridie works closely with larger clients to ensure the success of the client’s training projects. She also works closely with internal stakeholders like our product and marketing team to pass on general feedback and 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.

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 the 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 decided to have my first attempt in the office. I made a cute little sausage dog balloon for Maggie, our digital designer Kelsy’s daughter, to take home with her. I went on to create a few swords for the team that resulted in a 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!

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