“My number one goal is making sure that the client experience is always excellent and work closely with our clients to understand how to help them solve their day-to-day problems.”
Tell us a little bit about yourself and your professional background – what’s your “story”?
I emigrated from Venezuela to Canada 12 years ago. Back home, I worked at a TV station creating the content for the TV Program “Who wants to be a Millionaire” and other similar projects. From my experience there, I learned that the client experience always needs to be a priority for any company. When I originally moved to Canada, I then had the opportunity to work with an IPTV company taking care of all the Latin-American users and partners.
My passion for making our customers love our product and our company became my day-to-day calling. After working there, I got an amazing opportunity to join FutureVault and build the Customer Success team. I joined FutureVault in April 2015, and after six years, I’ve loved seeing how our product has evolved and grown with the help of our amazing clients and business partners.
What motivates you and keeps you “going”?
First and foremost, my family. I don’t think I would be able to do anything without them. They are the ultimate reason for my existence and their love and affection are what keep me going. The second is to know that we are creating a fantastic product with such an incredible team here at FutureVault.
Describe what it’s been like working at FutureVault in just three words.
Working here has been an overall amazing experience. But if had to sum it up I’d go with Teamwork, Learning, and Innovation. These three clearly embody what we do here on a day-to-day basis.
What does your typical workday in Customer Success look like? Can you share what some of your top priorities are right now?
Ensuring that all my clients and my internal teams feel special. For me personally, it’s important to make sure that all of our clients, big or small, are getting the attention and support they deserve.
During my typical day, I’ll usually have a list of three major items that I would like to accomplish, and if at the end of the day I’m able to finish even at least one, I feel great because in life we must learn to adapt to changes and the unexpected. I’m also in meetings with my clients daily and touch base with them frequently to see how things are going and how we can continue supporting their needs.
My aim is to ensure that the client experience is always excellent and work with them to understand how to help them solve their day-to-day problems with the help of our products and improve our internal processes to better meet the market needs. My top priority has always been to delight our customers through increased engagement with them about their specific pain points to learn how we can help overcome those and be their ‘voice’ in shaping the future of our product. One of my long-term priorities is to maximize and improve the efficiency of our customer success team so we become proactive, reduce response times and increase customer satisfaction.
Finally, the rewarding moments for me are when I get positive feedback from our clients about our Customer Success team and our FutureVault team, and when I get to see our clients solving core business problems by using our product.
Can you share one of your favorite experiences working here?
There are so many different ones to choose from but if I had to pick one I would say it’s seeing how our product and processes have evolved over the years. Having been a part of FutureVault since it started nearly six years ago, I’ve seen the different stages our product has gone through, and the behind-the-scenes work we’ve been doing to continually improve the overall client experience from sales to implementation to adoption, and implementing their feedback to make their suggestions come to life. Being a part of this whole journey from idea to inception has been incredibly rewarding and very special.
Last but not least, what excites you most about the future of our company?
I’m really excited about what we, as FutureVault, can achieve in the future. Being a part of a company that’s constantly grown and adapted over the years, and having an integral hand in making it a success by being a driver of digital transformation for businesses everywhere.