Meet the Team: Client Success

October 7, 2019

The Client Success team is the heartbeat of the Relay organization. They are responsible for onboarding new clients, educating them on our best practices, helping optimize program performance — all while bringing strong industry knowledge and customer experience expertise every step of the way. They know the Relay platform inside and out, but they truly shine when it comes to cultivating strong, lasting relationships with our clients. We asked the CSMs a few questions to help you get to know them better, learn more about their day-to-day, and see why our clients love them so much!

What does it take to be a good Client Success Manager?

Vanessa: Qualities that make for a good CS Manager include persistence, confidence, insightfulness, determination, and empathy. The ability to relate to people and drive the business to their ultimate goal.

TaylorWe need to be organized, flexible, and able to think quickly on the spot. There is a lot of pivoting between communicating with clients, continually educating yourself about our different industries, working internally between the various teams in the office, and maintaining a comprehensive project plan that will lead to timely and successful launches.

What does a good day look like?

Abbey: When our clients bring us a high-level goal they are trying to achieve, and we can brainstorm and collaborate together to map out the best experience for the client and their customers.

Maeve: Internally, a good day is when I get to work with the Relay team – both within Client Success, but also cross-functionally. One thing I love about Client Success is that we truly sit in the middle of the organization (and we physically sit in the middle too!). We get to work all the way from Sales, to Product, to Technology. A good day is one where I get to continue to interact with and build strong relationships with my clients and my colleagues.

Any notable wins?

TomI built an automated time-delayed onboarding experience that will message users at specific intervals over the course of a year based on messaging a client shared with us. I simply took their content and applied our best practices. They were really excited and are looking to use it during open enrollment. Once that’s automated, it should cut out a lot of manual work they’re currently doing.

Maeve: I always feel a sense of accomplishment when I can push my clients to do backend measurement of their Relay programs. Meaning, that they pull metrics from their system to show the impact our product has had – whether it’s an increase in renewals (AAA), or a significant increase in closing gaps in care (healthcare), it’s a true win to see the data-driven metrics (e.g., the cold, hard, facts!) tied to the impact our product has on our clients’ business, and on their customers.

What surprises clients about working with us?

VanessaBeing able to compare a client’s performance to other businesses in and outside of their vertical is always an eye-opening experience. Clients love to hear how they stack up and are even more open to developing new campaigns and easier ways in which they can engage their customers.

Maeve: Our clients love our technology. They constantly comment on how easy CX Builder is to use, how sleek of a tool it is. They comment on the beautiful end-user product, as well. Our clients also love when we suggest the most subtle changes that make huge impacts on the performance of their program. (Think: Changing 2 words in a Relay experience generating a 2x increase in the customer engagement rate!)

Tom: How easy it is to build and launch journeys in our platform, and how much better the engagement metrics are compared to what they see from typical channels like email and phone calls.

Do you have any tips for our clients?

Maeve: I am constantly talking to my clients about the importance of onboarding their customers. My pro tip is: If you onboard a customer successfully through education and the guided service that Relay provides, your customer will have a higher LTV overall, and be more engaged with you later on when you really need them to take action (like renew, pay a bill, schedule an appointment, etc.).

Tom: Keep it simple. Start by working with us to create a journey based on existing messaging and touchpoints that you’re using across other channels today, get some initial learnings, and then build from there based on what you discover.

Interested in joining a team like this? Visit our Careers page to see our current openings and get a better sense of our culture and history.

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