At Onbrane, maintaining a close relationship with our growing customer base is our number one priority. This helps us ensure that we develop products that evolve with the market’s changing needs.
So you’d guess that a person in charge of our customer team plays a key role in driving Onbrane’s success; Today, we sneak a peak at her working methods: Meet Ophelie, Onbrane’s customer success manager!
1. To begin, tell me a bit about yourself!
Hi there, I’m Ophelie, the Customer Success Manager at Onbrane!
Before I started here, I had the opportunity to work in various industries, including EdTech, food, movie production, and art, while being able to travel throughout France, the UK, and the USA. With these diverse experiences, I had a chance to collaborate with individuals from versatile backgrounds.
Throughout my career journey, one thing remained constant: human relations were always at the heart of my missions.
I joined Onbrane around 6 months ago. When I started, finance, especially the debt market, was a relatively new field for me. Thanks to my team, I was able to understand this market and its challenges quickly.
To this day, as I work with our clients I get to learn something new daily, which for me is one of the most enriching aspects of this position.
2. Why did you choose a career path in customer success?
Human relationships played a fundamental role in all my jobs. I was always a people person and as I tried myself out in different roles, I always found that the ones that required most human interaction were the ones most fulfilling.
So the fact that the customer success role at Onbrane allows me to work with interdisciplinary teams, both internally and with clients, is very rewarding for me.
3. What does your mission as a customer success manager look like at Onbrane?
As a Customer Success Manager, my main focus is to ensure our clients achieve their goals through our debt negotiation and issuance platform.
As soon as a client signs the contract, I step in. From that point on, my responsibility is to ensure that they are well taken care of throughout their entire journey with Onbrane.
My work can be divided into three key parts: onboarding assistance, providing support after the client is all set up and active on the platform, and helping our users discover new features.
- During the onboarding process, I ensure the smooth implementation of the Onbrane platform and guide our new users through the setup. Depending on what a client requires, I provide them with tailored assistance every step of the way, via email, phone, or even face-to-face.
- Once a client is active on the platform, I remain at their disposal. From this point, the scope of my responsibilities can be diverse – anywhere from assisting users with a technical matter, providing training, or supplying resources to help our clients fully utilize their potential through Onbrane, whether they are issuers, intermediaries, or investors.
- Presenting new functionalities is another highlight of my role. Onbrane’s product team releases new features practically every month and it is my responsibility to help our users discover and incorporate them into their processes effortlessly.
For instance, this year Data Module was our major launch and we’ve been increasing its capabilities for every release.
So I’m meeting clients about it regularly to keep them up-to-date and most importantly, ensure that they like it!
With these in mind, I’d also add that, listening closely to our client’s feedback is a crucial aspect of my role.
The Onbrane platform has been developing with and for the market players from day one. So to this day, we continuously seek opportunities for improvements and adding new features.
The proven way to achieve this? Just listen intentionally to what the client says, identify their challenges, and give them solutions!
Resultantly, we get to be on the same page with our customer’s evolving needs and ensure continuous market fit.
4. Which departments do you work with internally to ensure you create the best experience possible for the Onbrane community?
I act as a central point of contact and a bridge between customers and the company. So in this sense, I need to collaborate closely with all internal departments to ensure that our clients get the best possible care from my team.
My role includes working hand-in-hand with the sales team to understand customer expectations and passing client feedback to the product team for implementing improvements.
I also work with product managers to ensure existing customers are well-informed about product updates and new launches.
I collaborate with the marketing team to create resources that help our users navigate through the platform, new functionalities, and their markets at large.
Lastly, I work with the technical support team to effectively resolve any technical issues that may arise.
5. Finally, what is the motto that drives your work style?
I’d say that “Customer Success is Our Success” is the motto that drives my work style.
I believe that when we prioritize the success of our customers, it ultimately leads to the success of the company as a whole. In my opinion (and experience), Onbrane is a clear example of this.
By focusing on building strong relationships with our customers, taking time to discuss their pain points, and implementing effective solutions, we can maintain a loyal customer base, ensuring the growth and prosperity of the company in the long run.
