Leanplum is proud to have a global workforce of highly talented and dedicated people, all driving towards our collective goal of a customer-first approach. As part of an ongoing series, we are highlighting some of our exceptional employees that help drive Leanplum’s success.
Meet Nadine Fuller, a Customer Success Manager based in Denver, CO
Tell us about yourself?
My name is Nadine Fuller and I work on the Customer Success team as a Customer Success Manager. I’ve been with Leanplum for almost a year and I currently work out of my home office in Denver, CO.
What do you do on a daily basis at work?
I work directly with some of Leanplum’s largest North American customers, primarily in the gaming and e-commerce mobile app space. At a high level, my role is to build strong relationships with our customers to ensure they are getting the most value out of the Leanplum platform and running successful app engagement efforts. How I accomplish this differs from customer to customer but a common theme throughout my book of business is holding regular calls with clients, providing strategic input on engagement tactics, ensuring our clients understand how to use the platform in the most effective way possible, providing best practices, identifying new features to enable new engagement tactics, collecting feedback from the customer on how we can improve our product, and ensuring my customer’s engagement tactics using Leanplum are accomplishing their engagement & revenue goals.
Additionally, I work collaboratively with several different teams within Leanplum – product, technical support, and sales to ensure that what I’m learning from customers is relayed back to the relevant teams. This knowledge transfer helps us build a better product and improve our services, ultimately leading to happier customers and Leanplum’s business success.
What are some of the issues you work on, questions you answer?
From a customer service aspect, I get a variety of questions on a daily basis. These questions range from how to evaluate current marketing engagement programs such as an onboarding or re-engagement flow, how to optimize or overhaul current efforts to how to effectively measure engagement programs. Additionally, I’ll often get technical questions for which I’ll loop in one of our amazing technical support engineers or specific product questions where I’ll loop in one of our product development team members. At Leanplum we take a collaborative approach to support our customers.
What’s the nature of the customers you work with? Industries they are associated with?
One of the reasons I really enjoy my job is that I can work with a variety of different people from various companies, industries, and countries. I have the opportunity to work with startups that can often pivot quickly and test out new ideas rapidly, to larger enterprise customers that have a more methodical and long-term laid-out engagement plan for their app. I primarily focus on e-commerce and gaming customers although I also work with customers in the travel, food, fintech, and health care space.
What is the most common question(s) you get?
I often get questions from customers around best practices for messaging channels, content, and frequency, as well as how to approach messaging specific to the lifecycle of an app user.
How do you handle questions that you might not know the answer to?
The Leanplum team is a collaborative one so I’m constantly in contact with my CSM colleagues, sales, product, and technical support. Of course I don’t know the answer to every question I get. In those situations, my responsibility is to find the person in our company that does know the answer to ensure we get back to our customer with a timely and thorough answer.
What is the most rewarding aspect of your job?
At my core, I enjoy helping others. At Leanplum, I’m able to accomplish this by working closely with my customers to help them meet their goals at work.
Additionally, I’m a marketing nerd (I spent almost 10 years working at a digital marketing agency), and at Leanplum, I have the opportunity to work with a wide range of marketing professionals, helping them solve marketing challenges and reach their goals.
What is the most challenging aspect of your job?
As much as possible I try to plan my week out ahead of time, but of course unexpected questions, issues or meetings can and will come up. It can be challenging at times to meet both customer and internal deadlines. At the end of the day, it’s important to always have the bigger picture in mind and re-prioritize tasks accordingly
How do you handle stress? What are some tips you could share?
I think a certain level of stress is present in every job and it’s all about how you handle stress, which is different for everyone. Personally, a few things that help me overcome stressful situations are:
Taking a 10-minute break – walking outside, getting some fresh air can do wonders
Talking to a coworker about the situation
Laughing – my husband sends me a steady stream of funny memes
A glass of wine after a long day at work 🙂
What are some of your hobbies?
I’m a mom of three so most of my time outside of work is spent with my 5-year old twin daughters, my 6-month old baby boy, and my husband. We love the outdoors.In the winters, we ski and in the summers, we camp, hike and bike all around Colorado.
The pandemic has also made me a Peloton super fan. I love that I can get a quick workout in, whether it’s a bike ride, tread, strength or yoga class on a daily basis in my own home. Find me on the leaderboard!
What are the three words that best describe you or your work style?
Advice to anyone who wants to start a career in customer service?
If you enjoy working with people, problem-solving, and working with technology, a career in customer success may be a great fit. Based on my experience, some of the most important personality traits of a successful CSM include: strong communication and collaboration skills, empathy, confidence, proactiveness, strong organizational skills, and the ability to work effectively in demanding/stressful situations.
LinkedIn’s 2020 Emerging Jobs Report listed Customer Success as one of the top 15 emerging jobs, specifically in the SaaS space. With plenty of job opportunities available, now is a great time to start a career in customer success. Interested in a career with Leanplum – check out our current openings here.