As Head of Customer Success, Sara is focused on customers from onboarding to building long-term relationships. She is not just reacting to customer requests, but also anticipating their needs and charting a path to adopting StashStock solutions.
Currently, I'm implementing a 30, 60, 90-day check-in process. So, after 30 days of trying out the tool, I ask, "Do you feel that you understand it and are using it to its fullest potential?" Then, at the 60-day mark, there's another check-in to see if they want to explore a different tool.
At the 90-day point, during onboarding, I inquire about the company's goals. I remind them of their(initial)goals and ask if they feel they have achieved them, or If there's anything we can modify in their process to make it easier. And from there, I am consistently available to answer questions and I always stay in touch on a regular basis.
Sara is open to learning and changing, always improving.
I'm continuously tweaking the process and experimenting with what works and what doesn't. I use feedback from our customers and work with my development team to constantly improve the products.
Sara and Emily Richardson, COO of StashStock, are a close knit team, they share a focus on having a great process in place. Working together, they are evolving not just their process, but how they approach work and collaboration.
We have a great team that works really well together. I have so much room to learn while working with Emily. She is an outstanding leader; she allows me to research and develop ways to improve our customer experience, but is always there to help with ANYTHING I need. I have learned so much working under Emily. The entire team is amazing to work with. I feel like we have an amazing flow and communication between one another. StashStock gives each person a lot of space to grow and contribute our strengths to the team. I really love my job and working with this team!