Big learning potential for smaller teams
Transform your business with an industry-leading LMS
Help employees grow with robust AEC & M assessments.
Supercharged features for next-level learning.
I am passionate about ensuring customers see value in their technology investment continually and increasingly over the lifetime as a customer. It was important to find a company that shares this passion. Eagle Point seems to truly embrace the idea of helping organisations grow and be more productive and every employee and partner is committed to this goal.
I see this as an opportunity to contribute to an exciting/forward-thinking/fast-moving company which is staying in touch with the advancements in the AEC & M industry and committed to helping the industry evolve. It is great to be a part of an organization with a culture that encourages you to share your ideas and, most importantly, inspires you to believe in yourself.
To be successful in a customer success role I believe you need to ask at least twice as many questions as you answer and listen far more than you speak. Active listening is a skill I enjoy cultivating. It is not always about what people are saying and often about what they are not saying.
I am passionate about being on the lookout for hard problems that need solving, and then raising my hand to help solve them collaboratively with my team. I love getting to know each organization that I work with. It is about understanding what success means to them and then helping them create a map to help them succeed. It’s not only important to pay attention to individual customer interactions, but how those compare with what’s being said by other customers in order to feed your product and engineering teams with direct and indirect feedback as well as uncover potential trends.
Customer success professionals have to communicate and collaborate with other people across the company in order to get the job done. Whether it’s sharing product feedback or collaborating on a project, I adopt a collaborative mindset that aims to exceed the customer’s expectations with speed and diligence. I also enjoy helping large organizations build valuable internal collaborations through facilitating the right conversations.
Outside of work I love connecting with nature as much as possible. I enjoy photography and love that you can draw attention to details that others might have missed. Family time often involves hiking or exploring nearby forests.
I was born in South Africa and moved to the UK in 2017. I started my career in the SAS industry in 2003 and have always enjoyed connection to different cultures and countries.
A poem by Bridget Dore for Nelson Mandela.
“You cannot leave Africa,” Africa said.
“It is always with you,
There inside your head.
Our rivers run in currents in the swirl
Of your thumbprints;
Our drumbeats
Counting our your pulse;
Our coastline
The silhouette of your soul.”
One of my favourite places in the world is the Elephant Sanctuary in Knysna on the Garden Route in the Eastern Cape. My husband and I had the most magical experiences at this park spending time with elephants. Over the last twenty years, the park has cared for and raised more than forty elephants.
These animals include relocated animals, orphaned calves, elephants rescued from culls and ex-circus animals. Some have become part of the resident herd, others have moved onto other reserves and facilities in the Western and Eastern Cape, depending on their personalities, bonds with other animals and welfare needs. Elephants are some of the most intelligent animals on Earth. They commonly show grief, humour, compassion, cooperation, self-awareness, tool-use, playfulness, and excellent learning abilities.
I am a law graduate and completed by BComm Law degree at the University of Johannesburg in 2001. Even though I decided against practising law as a career I still use the skills I learnt every day.
CSMs partner with our clients throughout the lifespan of their subscription to drive value and success by ensuring alignment between their goals and the Pinnacle Series platform. They are the main point of contact for our clients and assist with things like goalsetting and the platform’s rollout.
But we aren’t the only members of the Customer Success team you’ll interact with – learn more about the other Customer Success roles here.
During the initial Implementation Planning meeting, I’ll get acquainted with your organization and learn who will be impacted by the upcoming implementation of Pinnacle Series. Click through the questions below to prepare for this meeting.
Leveraging the information our team learned during the sales process, I’ll use this conversation to get to know your organizational structure, culture, and values on a deeper level. The target of this conversation is to align the Pinnacle Series solution implementation with your company’s mission and initiatives to ensure it will be well received by the staff you expect to utilize the solution.
To prepare for this initial call, I recommend first considering who needs to be a part of this initial implementation planning meeting (see “Who should be involved with implementation planning?” below). Then invite them to join our implementation team.
The following questions will help you better prepare for the meeting by helping you think about how your organization wishes to get value from the Pinnacle Series.
What will implementation and utilization of Pinnacle Series produce?
First and foremost, your organizations’ main contact person or people (1-3 people) for the implementation of Pinnacle Series should be present on this initial call. In addition, I recommend that you invite individual(s) who understand your organization’s 2–5-year strategic plans and vision. This higher-level understanding will help ensure strategic alignment to drive long term value for your team. Lastly, we often encourage teams to engage with individuals leading your users.
Engaging with these team members as direct stakeholders will ensure cohesive messaging throughout your organization.
Setting clear and measurable goals gives me precise directions for your Pinnacle Series implementation project plans.
Setting clear and measurable goals will help us to articulate the exact value your team is wishing to obtain through implementing Pinnacle Series. During this call I will ask questions like: who will this implementation be impacting, how many users will you have, and where are they located? We will be working to generate alignment between the organizational mission and initiatives you have already shared with me to create specific, measurable, attainable, realistic, and time lined goals.
For goal setting, I recommend you invite individuals who understand your organization’s 2-5 year strategic plans and vision; individuals who oversee the teams of employees that will be using Pinnacle Series; and the individuals or group of people in charge of implementation.
I encourage you to think about the following questions prior to your goal setting call:
What does success look like utilizing Pinnacle Series?
