Monday 1st July 2019
Tell us a little about your role at OpenAthens
OpenAthens has seen substantial international growth over the past few years and one of the key aspects of my role is to ensure that we have a support service which efficiently meets the needs of a worldwide customer base. We have effectively become a 24-hour business and customers expect to be able to access dedicated support in their own time zone.
My role is highly customer focused; building positive relationships with internal and external stakeholders is very important. My team is the first point of contact for any customers requiring support, and I work with our account managers to resolve issues. I also play an active part in business and product strategy, as well as the way in which our customers interact with OpenAthens and the overall customer experience.
We are always looking to provide the best possible service to our customers, so I am committed to ensuring we continuously develop and improve that provision. I lead a fantastic team with a common goal of facilitating a great experience for customers when accessing OpenAthens’ support services.
What are your hobbies and interest?
My interests around computing and technology are what ultimately led me into a career in IT. Me and my family like to escape to our caravan in Devon as often as we can. Being a keen follower of football, I’m also a season-ticket holder at Bristol City. Like most people I love music and have an extensive collection of vinyl records mostly of the dance/electronic variety – no chart music here!
What’s your proudest achievement?
In my previous role I received a customer excellence award at the annual staff conference which was a proud moment. More recently, having the courage to leave that same role that I’d been in for 11 years and venture into a new sector and taking the opportunity to work within the amazing OpenAthens team is something that has made me very proud.
What’s the best piece of advice you’ve been given or could give?
Be nice to people. Being polite and respectful costs nothing. A smile goes a long way.
Who inspires you?
I’m inspired by people who can engage, influence and motivate others.
What do you think the future of the industry looks like?
Being relatively new to the industry, I am still building my knowledge within this sector. However, I have already learned that the technology which underpins a lot of what we do is complex and not easy for customers to understand.
The customer experience when using products like OpenAthens needs to be one which is simple and easy, and that’s the approach the industry needs to take. The most successful platforms will be the ones which champion and adopt user-centred design.
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