In the latest installment of the Meet the Team series, we spoke to our head of services, Zoe Grylls.
She talks about how she got her start in customer success, gives advice for any newcomers looking to join the industry, and shares her favourite parts of her role!
How did you get your start in the industry?
Working night shift in a Call Centre when EE was still Orange and text messages were 50p each!
How has the industry changed since you started out?
Innovation has been key to industry growth, and alongside that we’ve seen empowerment, diversity, and staff wellbeing prioritisation really come into focus over the last few years.
What is your favourite part of your job?
Improving things, whether that’s the Hicomply application, processes or people - including me! Better never stops.
Where do you see the tech industry in the next five years?
With a bigger female workforce – Here come the girls!
What advice would you give to someone starting out in customer success?
Challenge the status quo. just because it’s always been done that way doesn’t make it right!
What mistakes do you often see businesses make?
Complex manual processes should be simplified and automated where possible. Don’t waste resource on something a robot could do; work smarter not harder!