Hello Robin, how long have you been part of VIER?
For almost four and a half years now. I started in March 2020 as a Customer Success Manager, so I officially began at the former 4Com. After many experiences and several customer projects, I’m grateful to have been responsible for our entire Customer Success Management since April of this year.
You are the Team Lead for Customer Success Management – what does your daily work look like?
In Customer Success Management, we work together every day to ensure that our customers are as happy as possible with us and our solutions. As a Team Lead, I see myself primarily as a sparring partner, an initiator, and a facilitator, as I want to support my team in the best possible way to help our customers grow. My daily work involves shaping strategic approaches to customer support and closely collaborating with my team. Since I still manage some customers directly, regular customer contact is also part of my role. The combination of leadership and active customer management gives me a strong sense of what is important in the day-to-day business.
What do you like most about your work?
First and foremost, the interaction with people. Building positive and trusting relationships—whether with customers, my team, or colleagues—means a lot to me. In customer relationships, real added value creates happy customers, and added value is primarily achieved through customer proximity and focus. Internally at VIER, we like to refer to this as 'customer enthusiasm,' which means the deep desire to understand the challenges our customers face. Our goal is to provide our customers with tailored solutions for long-term success. As for my Customer Success Management team, I especially appreciate the high level of recognition I receive. All of this motivates me every day.
What skills or experiences from previous jobs help you today?
I have essentially grown up in sales, and these experiences benefit me today. Additionally, two personal virtues particularly help me: optimism and the right amount of calm.
What have you always wanted to do but haven't done yet?
Admittedly, I've never taken a real long-distance trip, simply because it just hasn't worked out. It’s definitely worth changing that—perhaps towards Thailand!
Author: Susanne Feldt