My Customer Success Story: Diana De Jesus' videos helped my CX career!
This is a self-reported take on my transitioning careers from Customer Support to Customer Success
Hi, my name is Eromonsele Oigiagbe and I am currently a Customer Success Officer at a leading technology company in Lagos.
I know it’s pretty cliché, but you see, my journey into Customer Success was accidental.
Beforehand, I had the opportunity to process sales, share invoices, and attend to customer requests for a family business while in university, but thereafter, as a Graduate of Architecture, I often imagined myself as a full-time practicing Architect.
While job hunting after NYSC, I got informed about an opening for Customer Experience Expert (Customer Support) in a top-tier Nigerian financial institution, and I clinched it.
The interviews and assessments came in batches; training was intense and lasted for months as they’d requested candidates with little or no experience, and the learning curve was quite steep.
Thankfully, I was profiled to join the social media unit after a successful sprint. Again, learning commenced. I got to use CRMs and other essential tools in the Nigerian financial sector.
Approaching a year as a Customer Experience Expert, Customer Success piqued my interest after watching a YouTube clip from CS thought leader Diana De Jesus. I began to ask questions and find answers, both locally and internationally.
While gathering information, I got to see my key strengths and overlapping responsibilities, which could help me transition from Customer Support to Customer Success. I applied for jobs that matched those and landed my current role.
I’d say it’s been a fascinating career trip. I’ve gotten to increase my capacity for learning and collaboration alongside “proactivity,” puh-lease. I’ve had new tools to work with; gathering adequate customer feedback and ensuring satisfaction is the bulk of the job; key metrics are essential; and onboarding a diverse customer base has been interesting.
Please connect with me on LinkedIn: https://www.linkedin.com/in/ericotrips
Happy Customer Service Week (in arrears) to all CX professionals dedicating time and service to put smiles on faces!
Do you have a Customer Service story to share? Kindly reach out to me via email: ericotrips@gmail.com
Originally Published on Monday, October 9, 2023