An early career in hospitality management took me all over the UK, before I finally settled in the North West 13 years ago. After a few more years of late nights, I exchanged them for early mornings, moving first into a client facing project coordination role and then on to customer success. I was onboarding and supporting hospitality customers in a SaaS environment when the opportunity arose at PortSwigger, and I jumped at it! Now I get to do what I love most - help customers to get the best value from their purchases - in a brand new space, with fresh, exciting learnings every day.
I'll generally have one or two customer calls on a typical day. These could be welcome calls to onboard new Enterprise customers, or service reviews for existing customers, to support them in getting the most they can from our products. I'll spend some time collating and documenting the feedback I get, so that it can be passed to the relevant teams to action where needed. I also collaborate heavily with the technical support team to follow up on any queries or make sure that I am up to date with any new product information. I ask a LOT of questions!!! I'll spend some time each day connecting with the rest of the growth tribe; whether sharing insights, in team meetings or discussing ideas for new processes, customer resources, content etc. In between all of this lovely stuff, I also respond to ad hoc customer support requests, which could be anything from licensing queries to guidance on the latest feature releases.
I've always got a project or two on the go, and I've always done a bit of writing on the side. I currently do a spot of ghost writing for an online publication. Next up is to document the traveling I did in India a few years ago; a truly stunning and fascinating place! Watch this space ...
Honestly, I can't remember. But I definitely remember Lemmings featuring heavily in my teenage years!!