1. What is your position at BPD Zenith and how long have you been here?
“I am BPD Zenith’s APAC Customer Success Manager. I joined BPD just a little over 3 years ago. Fun fact, I joined during the start of the pandemic and didn’t get to meet the team for about 6 months after joining because of all the lockdowns."
2. What led you to choose this career path?
"I ended up working in customer success because I've always been passionate about helping people. I started my career in the financial industry as a Client Associate, and I quickly realised that I loved working with customers to solve their problems. I also loved learning about different businesses and industries and was always eager to help customers achieve their goals.
I then transitioned into the technology space, working as a Customer Success Manager for a high growth start-up, and I have not looked back since. I’ve always been drawn to the tech space and I wanted the challenge of working with clients on a more strategic level and be a part of their success.
I've been working in Customer Success for the past 6+ years, and I've loved every minute of it. I've had the opportunity to work with some amazing clients, and I've learned so much about different industries. I'm also proud to be a part of a team that is committed to helping customers succeed."
3. Which part of your job do you most enjoy?
“I love working as a customer success manager because I get to see the impact that BPD Zenith can have on our clients, and it's incredibly rewarding. I also love the challenge of working with different types of customers and helping them to overcome their challenges. It's a constantly evolving role, and I'm always learning new things.
I'm also passionate about customer experience. I believe every customer deserves a positive experience with us, and I'm always looking for ways to improve the customer journey through a continuous feedback loop. I also enjoy building a team of passionate Support team members who are as passionate as I am about collaborating and fostering a positive relationship with our clients."
4. What do you like about working at BPD Zenith?
“Working at BPD Zenith has been an incredibly rewarding experience! The unique combination of best-in-class technology, a passionate team, and a customer-centric approach fuels my passion for coming to work every day. We have the freedom to innovate and solve complex challenges, making a tangible impact on our clients' businesses. The collaborative and inclusive culture here fosters continuous learning and personal growth, allowing me to thrive both professionally and personally.
At BPD Zenith, I'm not just an employee; I'm part of a family that shares a common vision of transforming the world through exceptional enterprise asset management solutions."
5. What’s a work-related accomplishment you’re really proud of?
“Part of my role at BPD Zenith is to manage our APAC Support team.
Of all the things I’ve achieved at BPD Zenith, I am most proud of the work we have achieved within the Support team. Recognising the increased workload and the need to maintain high-quality support services, I embarked on a strategic hiring plan to scale up the team while ensuring we maintained the same level of excellence in customer support. Today, we have doubled the size of the team and expanded outside of Melbourne with team members located in Sydney and Perth.
I encouraged mentorship among experienced and new team members to foster a cohesive and collaborative team. This not only facilitated knowledge sharing but also helped build a sense of camaraderie within the team.
As the team doubled in size, we re-evaluated our workflows and support tools. I ensured that we are utilising our ticket management system efficiently and implemented quality assurance measures such as customer satisfaction surveys to ensure we maintain a high standard of customer support and identify areas for improvement.
Thanks to these efforts and the dedication of the expanded support team, we not only met the increased demand for customer support but also improved our overall support metrics. Our team's responsiveness, customer satisfaction ratings, and issue resolution times saw significant enhancements, resulting in a stronger and more reliable support service for our valued clients."
6. What do you enjoy doing when you are not working?
“I have a very active social life outside of work and enjoy trying different restaurants, bars, and cafes around Melbourne (and beyond!) and finding a new favourite. Travel is another big thing, either around Australia or internationally. One of my favourite trips is a road trip I did a few years ago from Melbourne to Darwin. It is so interesting to see how much the landscape changes and how incredible the outback is.
I also love attending live performances – everything from music, theatre, ballet, and the opera… I love it all 😊
I’m also a big fan of indoor rhythm cycling. I go to Bodhi and Ride for spin class almost every day, I practically live there!"
7. If you were not a Customer Success Manager, what alternative career path would you have chosen and why?
“A professional traveller – if there is such a thing! Realistically, perhaps something that is still in the technology space.”
8. What is a quality that you have cultivated in your career or personal life that has been an important part of your personal or professional development?
“Working closely with clients and managing a team, I am always mindful of what qualities I want to emphasise as a leader and what kind of leader I wanted to be. To me, this boils down to empathy and compassion."
9. What’s your favourite way to unwind after a busy day?
“A spin class, without a doubt! If you haven’t tried it, you are missing out.”
10. What would we most likely find you doing on the weekend?
“Spin class and then whatever adventure the day brings!"
~ Always enjoying a good dinner ~