Customer satisfaction is at the forefront of everything we do here at Meet Hugo. Not only do we strive to provide the best customer service experience, equally important to us is how much success our clients gain from using our service. Naturally, if you sign up to our platform, we’d like to have you onboard for a long time! So, we do everything we can to ensure our clients are getting the best out of Meet Hugo. Becky, our Customer Success Manager, is one of the individuals primarily responsible for making this happen. We asked Becky if she could give us an insight into her role to help provide you with an understanding of what you can expect as a Meet Hugo client.
Describe your job in a short sentence
“My role involves acting as the primary point of contact, supporting our clients by handling queries, responding to feedback, dealing with complaints and advising team members on best practices.”
What does being a customer success manager mean to you?
“Going above and beyond to provide the best customer service possible in order to support our clients. Additionally, maintaining a strong relationship with clients and building confidence in our service.”
What do you do on a daily basis?
- “Providing support to Meet Hugo customers via email and calls.
- Managing queries, complaints and general communications.
- Reaching out to any new clients to welcome them to our service.
- Working directly with the research team to resolve any issues or queries.
- Conducting proactive account management based on advice from the research team/manager.
- Building a good working relationship with our clients.
- Obtaining feedback from clients and providing any relevant information to the research team.”
A typical day in the life…
6:30am: “The day begins with a dog walk or run to blow away the cobwebs and feel refreshed to start the day ahead. Then all hands on deck to make breakfast for the family, consisting of cereal, fruit and yogurt or maybe pancakes for the children.
8:45am: Drop the children off at school before heading into work.
9:15am: First job of the day is to turn my laptop on and check messages before putting the kettle on for a much needed cuppa!
9:30am: Send welcome emails to any new clients with instructions on how to complete their brief and most importantly provide contact information for myself for any support they may require going forwards.
10am: Catch up with members of my team and maybe the Operations Manager regarding any issues we need to be aware of.
10:30am – 12pm: Investigate any client enquiries or issues and respond to these either via email or by booking in a support call.
12pm – 12:30pm: Lunchtime! I normally try to be healthy with lunch choices so I would usually opt for soup or a salad… whilst trying to avoid the take-away choice of the day from the sales team!
12:30pm – 1:30pm: Review any client feedback provided on opportunities and liaise with the research team.
1:30pm – 5pm: My afternoon is mainly spent either having calls with clients to build positive working relationships and obtain feedback on ideal types of opportunities and leads to filter back to the research team. I also deal with any queries or questions a client may have, ensuring all clients are responded to via email or have an account management call arranged.
5pm: Finish up for the day at the office, before being “mum’s taxi” transporting the children to various clubs (football, dancing, tennis, swimming…). Following this we head home for dinner and a much needed rest before starting all over again tomorrow…”
What aspects of your role do you enjoy most?
“Supporting our customers, making them feel listened to and valued. Providing the best customer experience possible, which in turn results in customer retention and expansion.”
What challenges do you face being a customer success manager?
“I think the main challenge in any customer success role is trying to manage client expectations. I believe the way to achieve this is by being honest and upfront with them from the very beginning of your relationship. I work closely with our customers to ensure they are satisfied with the service they receive.”
How do you ensure customers are happy?
“I believe it is important to treat each customer as an individual, to be receptive and proactive to their concerns and needs whilst managing expectations. Making customers feel important and listened to is key in building a strong working relationship with one another.”