Customer orientation in practice: Interview with Customer Success Manager Patrick

Hi Patrick! Thanks for taking the time today. Please briefly introduce yourself again.

Hi, I'm Patrick, I'm 38 years old now and I've been part of the Customer Success team at Local Brand X for over two years now.

What do you do in Customer Success and what does a typical working day look like for you?

In other words, the core business is actually to form the interface between customers and our development department. I look at what requirements the customer has and pass this on to our development team. I often have to find out, in consultation with the customer, what is really needed and how we can solve the requirement. Otherwise, I am always available with advice and assistance and answer minor questions and solve problems that do not require a developer. That's our daily business, but what's more, we have so-called “strategy and innovation appointments” with our customers at regular intervals, at which we take a closer look in around two hours: How has it been so far? How does the system work? Where do we still see potential for customers to be able to make more available to their customers or partners with further advertising measures? That is also always a very interesting exchange.

So you work closely with our customers every day, what do you particularly like about customer contact?

I like having customer contact in general. For the most part, I also have a very relaxed, relaxed relationship with my customers. I think it's really cool about working with customers to see how the use of our platform is developing. On the one hand, you have customers who are always fully behind it and are always incorporating new ideas. But there are also customers who need a little more support to see what the platform can actually do. And it's also fun to show them the way. I find it interesting to see how customers become more and more independent and can achieve even more.

Have you worked closely with customers in the past, or how did you come to Local Brand X?

I originally trained as a media designer in a printing house. And then I went from graphics to customer service and prepared offers for finished printed pieces. I always had direct customer contact there and I really enjoyed that. Especially when you had to puzzle a bit. In printing, it was also not always possible to implement all the customer's wishes in the end. Basically, customer contact at work is really important to me. I just like getting in touch with people, seeing different perspectives and empathizing with the customers.

In addition to customers, you also have a lot of interaction with your colleagues. Where are you more likely to be met, in the office or at home?

I'm actually always in the office as far as possible. We have now bought a dog and since then I've been watching me work from home once a week. But otherwise I just like interacting with colleagues. In particular, in my opinion, it is much easier if there is something to simply discuss it quickly across the desk than to call or write to teams. When I'm working from home, I see that I'm more likely to do “desk work” on these days. I could use the extra peace and quiet there too. But when it's possible, I always prefer to be in the office.

At Local Brand X, we also try to organize a few things in addition to work, what do you think of that?

I find all these opportunities with team events and even smaller events where you still meet in groups after work really cool. Even though I can't always be there, I just find it nice to see that this is so well received and from time to time I get involved. Of course, highlights for me are always the Christmas party, the summer party and the office parties. I won't miss out on them either.

And the next event, the annual visit to Mainz Oktoberfest, is coming up again soon. Until then, we wish you a good working day and thank you for your time Patrick.