Our account management team is a vital cog in the Fresh Relevance machine, keeping our clients happy and helping them succeed.
In this blog series, you can get to know more about our account management team members. Learn about the interesting projects they’re working on, discover their top tips for getting started with personalization, and find out what they enjoy most about their roles.
This week, we’re shining the spotlight on Account Manager, Roheena Chogley.
What do you enjoy most about your role?
The relationship you build with your clients. It’s amazing how much you can cover in a half an hour check in, from sharing suggestions and answering their questions to where they want to go on holiday (when Boris allows).
What does a typical day look like for you?
I wouldn’t say I have a typical day, more a typical pattern. I’ll look at what clients are up to, share results and successes, quick wins or useful tips. I speak to a number of different clients in a day and those calls can consist of creating roadmaps, account reviews, analyzing any tests they are running and the list goes on.
There is always a different challenge you have to overcome which is great as you’re constantly growing in your role.
What interesting projects are you working on right now?
We’re trying to get a more streamline process in place amongst the Account Management team. We all have our own personal touches that we bring to our work, so having a central area of templates for client facing documents is really useful.
We’re starting with QBR’s - having a template that has all the relevant slides in, which allows us to easily adapt it depending on the client we're doing it for.
What would your top tip be for anyone getting started with personalization?
Understand what you want to gain from it. Make sure there is a purpose to what you are looking to improve, such as wanting to boost customer retention. Then put a plan in place, for example deciding that you want to achieve your goal using product recommendations. This will help you analyze whether it’s been successful.
Personalization can be a very powerful tool but doing too much of it or not having a plan means you probably won't solve anything. Plus there's a strong chance you’ll creep out your customers.
When you're not busy helping clients, what do you get up to in your free time?
Walks and baking!! I really enjoy being outdoors and keeping active so most of my free time is spent walking. I set a new goal each weekend to challenge myself. Lockdown has also given me the patience to learn to bake - I won’t be entering the GBBO anytime soon but if you ever fancy a loaf cake, let me know!
Look out for more posts in the meet our account management team series coming soon.
Get to know other members of the account management team:
Daisy Gray, Customer Success Consultant
Tom Young, Customer Success Consultant