As Global Customer Experience Manager, Abby Stachon-Groblowy leads a team of four. They oversee the customer journey, providing top-quality support every step of the way. They also focus on process improvement for current and new product offers globally. By doing so, those that are accountable in each workstream have everything they need to sell, deploy, support, bill and renew customers.
But this wasn’t her first role at the Cloud Communications division of NTT Ltd. When she first arrived in 2017, she was hired as Customer Success Manager for the Americas. In this role Abby was focused on supporting new clients and helping them adopt the latest technologies. We wanted to know more about the evolution of her career from local to global and her motivations.
Q. Your career evolves around customer experience. What do you like the most about it?
I really enjoy Customer Experience because it gives me the opportunity to learn while helping colleagues with what they need. I also get to know everyone globally!
Q. In your previous role as Customer Success Manager, you actually had a dual role: Operations Manager for Customer Success and Sales Manager for the Commercial CSM team. How did you manage it?
It was such a fun role. Day to day, we would focus on the customer touchpoints to begin understanding the customer “blueprint”. When it came to operations, I worked with the CSMs to make sure the internal processes were understood and documented so their time could be spent as customer-focused as possible.
Q. You said in your video that your colleagues challenge you every day to be better. What is the challenge you are proudest of overcoming?
Everyone I work with is incredibly dedicated and capable in their roles. One of my challenges onboarding into a new global role was finding my footing on where to go for what, and who are the subject matter experts. That said, during my investigations, every single person I worked with was incredibly helpful and supportive which made me want to work harder and to be better.
Q. Last question: do you have any advice for someone who wants to follow a career path in Customer Services like you?
It’s challenging and rewarding. I love what I do and I hope will you too!