A coffee and catch up with… Alex, Head of Customer Success
Alex! You’ve been working here for 3 years — can you believe it? What have been some of your favourite memories since joining Street Group?
Not really, no! I know it’s a bit of a cliche but I never imagined the company to be where it is today when I joined three years ago. We’ve surpassed so many goals and overcome some difficulties but we’ve continued to work hard together and achieved an amazing amount.
It’s difficult to pinpoint one exact moment! I’d say my biggest professional accomplishment has definitely been helping set up the biggest estate agency in the world on our once tiny system. Presenting at their impressive headquarters in front of their UK senior management team was a great experience.
Growing our tremendous Customer Success team has also been a favourite memory. The guys are all amazing and certainly know how to handle their tequila better than me.
The company has grown pretty dramatically since you joined, how would you say you’ve helped that growth?
“The customer is at the heart of everything we do” is one of our company values and I believe I’ve had a great hand in shaping this.
The service we offer and the processes we have in place, help our customers become Spectre advocates. When customers become advocates and start loving our product, that is when they become customers for life. I believe creating advocates is the biggest way I have helped growth.
How does your day to day now compare to when you first started?
When I first started at the company I played a role in both sales and service — Customer Success as a department did not exist!
I initially took phone calls and helped with queries and also demonstrated the product to potential new clients.
As time went on, we all felt that there was an opportunity to build a Customer Success team that was proactive in approach and genuinely tried to help our customers as opposed to waiting for queries to come to us.
I now look at ways to improve/maintain these Customer Success processes and also manage some of our biggest clients.
How’s it been for you growing into a Team Lead position from joining us as a Customer Success Associate?
I actually started in a “sales/support” role — the idea of a Customer Success department was initially discussed about 6 months into me joining the company.
I’ve really enjoyed growing a team and the guys in the team now are genuinely amazing and have adopted the same ethos.
It’s clear to see our customers love the team, as shown by our recent ESTAS win, which is an award voted for by agents based on service.
The Tweet Spectre sent after winning the ESTAS
What’s one thing you’ve learned since joining here that you like to share with new members of your team?
There is always someone who can help if you are not sure about something. We have a great team who are all experts in their fields and they are all willing to answer any questions. We always default to open and the team is greater than the individual.
If you could go back and talk to yourself 3 years ago, what would you tell them?
Wow, a lot of things. So much has changed both personally and professionally in the time that I’ve been here. If I had to pick one, I would tell myself to not be afraid to challenge what you see in front of you!
What’s been your funniest experience since joining Street Group?
We once had a customer who had forgotten that they could access their statistics with Spectre, namely the successes, which we track.
We were on the phone and I showed them how to access the information again and the reaction once they had seen the results was incredible.
They were really excited and even threw in some expletives as they realised how well Spectre had performed for them.
Great to see a customer so happy and certainly a funny moment as they couldn’t contain their excitement.
What’s been your favourite encounter with a customer?
Again, so many to choose from. I briefly touched on one earlier which is definitely high up the list. Turning any doubt into something positive with the use of our product is a great feeling and this happens frequently.
What’s your favourite thing about working at Street Group?
The three P’s:
The Post work pint
And finally, who’s your favourite office dog?
No offence to anyone else but there is only one winner here for me. The absolute legend that is Ringo… The Godfather.