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 Customer Success Consultant, Tom Young.
What do you enjoy most about your role?
The great thing about being a Customer Success Consultant is that I'm able to upskill and train clients on how to make the best use of the platform and then see those clients put things into practice and deliver results.
What does a typical day look like for you?
There isn't always a typical day in the customer success team but most days usually involve some client touchpoints in one way or another, which might be:
- Troubleshooting client queries around setting things up in Fresh Relevance
- Delivering a client training session or prepping for one
- Evaluating client accounts to see if there are suggested enhancements or features they're not making full use of
- Full client account reviews for Account Managers
- Working on any ongoing initiatives/projects
What interesting projects are you working on right now?
We recently had a Customer Success Strategy morning and have plenty of exciting work going on behind the scenes. We've got loads going on with data, insights and reporting and are going to use this to power some other projects around client outreach, best-practice blogs/emails/videos, as well as product adoption and client upskilling.
What would your top tip be for anyone getting started with personalization?
My top tip for anyone getting started with personalization would be to TEST, TEST, TEST, MEASURE and then OPTIMIZE. Marketing, let alone personalized marketing, is all about driving results for your metrics through your content (video, email, social post, article, press release etc.) and then working out what really hits the mark with a given audience. The more content you test, the more effectively you can measure differences and then go on to fine-tune and optimize it. However, don't try to test too many variations at once or else you'll lose sight of what's working and what isn't.
When you're not busy helping clients, what do you get up to in your free time?
In my time outside of work I like to keep fit and active and catch-up with friends and family. My go-to activities include road cycling, going to the gym, running, golf, squash and walking. If I'm not doing that then I'm either watching sport or a good film whilst finding the time to bake bread and brush-up on my cooking skills with some new recipes.
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
Roheena Chogley, Account Manager
Huriyyah Dhanse, Head of Account Management