Understanding the Buyer’s Journey
Welcome to our Meet the Team Feature!
Every few weeks we’ll introduce you to one of the hardworking team members here at Intilery. We hope you feel that you can get to know us as a company and a team, but also as the individuals who work behind the scenes.
Next, we’d like to introduce you to…
Head of Client Services
Tell us a little bit about yourself and your role within Intilery?
I’m the Head of Client Services at Intilery and have been in this role for 6 months. Specifically, I take ownership of all clients onboarding to Intilery and act as an effective bridge between the client and our internal teams.
I’m responsible for all our Clients onboarding and ensuring they are happy with the service we provide. It’s a pretty broad role, in that it requires me to be tuned into the needs of the client and their specific business challenges, but also be aware of the technical aspect of deliver.
I sit between Sales and Tech, my interaction with clients is end to end, in that it starts at the new business stage, goes through on-boarding, and into the delivery phase. I am also focused on client retention and growth.
What’s something exciting that you’re working on at the moment?
I am currently looking at how I can shape the Client Services team as we grow our client base, whilst also maintaining our core values and keeping the team the centre and the client at the heart of what we do.
I love the variety and ambition of the business, as we are continually evolving as we grow.
We’re heading into April, which is Stress Awareness month.
As Head of Client Services, how are you and your team ensuring that the sign-up process is easy and stress free?
The sign-up process sets the stage for our entire relationship and enables our clients to feel confident in our expertise and excited about the future. It’s all about starting a new chapter and relationship with a client, so needs to be carried out to the highest standard possible.
For the clients sign up and onboarding process to be successful, we ensure that the most important aspect of this activity is the client. A people-first approach is important for increasing trust. Prior to signing up we also offer clients a product walkthrough and a chance to ask questions to an experienced member of our team.
When both our team and our clients know what to expect, sign-up and onboarding tends to go much smoother. Therefore, we constantly review these processes and listen to client feedback. At Intilery, we strive for our clients to be the best marketeer’s they can. We apply this through tutorials, customer support, support guides & videos, tech documentation, in app prompts and product tours.
One area that we are also currently focusing on is to have a single sign on. Focusing on this area will ensure that the clients have a streamlined and hassle-free experience. The easier we make the sign-up and onboarding process, the more likely they are to follow through.
How do you spend your time when you’re not working?
Prior to Covid I would spend my time on weekends away with family and friends, or on days out at a spa. Now it’s all zoom calls and 2-meter walks.
I try to challenge myself to read 12 books a year, though this year I’m not doing so well and not managed to finish one yet, though I am halfway through several at the same time, so I need to complete those before starting any news one. I love books, I’d quite happily sit in a library or bookstore for hours.
Quick Fire Round:
Favourite Film? This was an easy question to answer when I was in my 20’s as there was three – Grease, Demolition Man and Total Recall. Now there are just too many to list, though I do enjoy fantasy films, particularly if they have witches or vampires in. I suppose if I was to pick one off the top of my head, I would say Deadpool.
Favourite Book? That’s a really hard question as I enjoy reading and read various types of genre, so to pick just one is impossible. Ones that come to mind are Once upon a river (first time in years I got to read an entire book on holiday), The Silent Companions, The Corset, Disclaimer. I never really enjoyed reading as a child, but then I read Twopence to Cross the Mersey by Helen Forester when I was 17 and I was just hooked on reading after that.
Favourite Band/Musician? I’ve just started listening to Gang of Youths, so they are constantly on my Spotify at the moment.
Favourite Animal? Tigers. I have a mini tiger, or at least she thinks she is.
Signature Dish: My Sunday roast, though I do love my Pan Haggerty, but unfortunately my boys don’t, so only tend to cook this when I’m with my two best mates.