Having been Customer Success Manager for eight years at the Cloud Communications division of NTT Ltd., we can safely say that Thais Gonçalves knows her job inside out. “We work hard to maintain a close relationship with our clients. It involves understanding everything that is happening with their account and helping in whatever way possible.”
Every day, she resolves service issues to help clients and improve the Customer Experience. In doing this, she interacts constantly with other teams like billing, Service Desk and others. In addition, she also works on contract renewals. Not surprise then that she describes herself as a real “client manager”.
We asked her 5 questions to know more about her career and progress within the company.
Q. Your career path is very customer oriented. Was working with customers your career goal from the outset?
Yes. I studied Social Communication at the university. I always see the customer as an audience to be captivated and I am here to maintain this audience. Throughout my career, I’ve always felt at ease working closely with clients. I believe it’s because I like to have clear communications with them, and I know how to hear what they want. If you listen well to your audience, you can easily identify what is possible and improve relationships and satisfaction.
Q. In eight years working for the company, you changed roles a few times. Was the process easy? What helped you the most?
The first week I started working here, somebody told me that there is – and always will be – changes and possibilities here. And in eight years, I had the opportunity to see it for myself! I believe what helps me the most, even now, is the open communication I have with my managers and directors. Some transitions are more difficult than others, but the most important thing is to have the confidence to keep doing my best and think about how these changes will affect our end clients.
Q. What does it mean for you to work for the Cloud Communications division of NTT Ltd.?
For me, it means having the opportunity to work with a technology that is increasingly used around the world and one that is constantly evolving. I get to always learn something new about Cloud Communications. Having contact with companies from different sectors and countries, understanding how our service can contribute to their routines and success is what I like the most.
Q. Can you share with us the project you are the proudest of during your career at the Cloud Communications division of NTT Ltd.?
When Latin America and North America were merged internally into just one Americas region, it was a time of much change for everyone: positions, processes, and people. As a client-oriented person, I’m really proud to have participated in this project because we were able to achieve many things without impacting those end clients. I am even more proud that my career path and all the experiences and roles I had up until then helped me contribute to these changes.
Q. What advice would you give for someone who wants to follow a career like yours?
Be dedicated to what you are doing because everyone is a customer at some point, and everyone likes to be well-attended. And get to know the work your colleagues do, learn a little about the other departments: understanding the whole process makes the difference in all the work you do with clients.