Hi, I’m Jenn, and I’m the VP of Customer Success at Mirada. I have been with Mirada for over 11 years, but in this role for about two years. My area of focus within customer success is the customer support piece, which is the reactionary part of customer success. I want to ensure that we exceed the customer’s expectations when working with us on a support issue.
Describe your average day
There is no average day, and that is one of the things that I enjoy about my role. Some of what I do is attending meetings, managing emails, or conducting Intro to CS sessions. Some of you were probably stuck in that session with me during your onboarding.
I enjoy those, as it gives me the opportunity to meet new hires. I may be mentoring a new hire, preparing quotes for service renewals, having 1:1 meetings, ensuring proper coverage for our frontline customer support, facilitating customer training sessions, or assisting one of our support team members. I also work to improve our processes – what isn’t working, where are their gaps, how can we do better internally and for our customers. I have enjoyed building relationships with customers over the years and see myself as an advocate for them. We have had various repeat customers, and I believe that while our products play a role in this, the relationships that CS has built with them play just as large a role in their decision to make additional purchases.
I am in my element when I am collaborating with others.
What piece of advice would you give someone applying for a role at Mirada?
Don’t be afraid to fail – try new things that are out of your comfort zone. You might be surprised and discover a new skill or interest in the process.
What is the best aspect of working for Mirada?
Colleagues! We have the best people. We are a group of professional, passionate, and talented people who want to make a difference. In addition to the professional relationships, I have made genuine friends.