Hi there,
 
I'm Tami :)

WhatsApp Image 2021-05-21 at 7.15_edited.jpg

I'm a leader in experience design & customer success!

I love working with early stage startups, helping them to grow by designing and leading Customer Success and Product Success strategies for the post-sales customer life cycle.

Work I'm proud of

Kapiche

Product Success
Product Engagement
Head of Customer Success

Built the Customer Success function from ground-zero

When I first joined Kapiche back in 2019 I was responsible for establishing the Customer Success function for the organization which involved building out the entire post sales customer strategy from the ground up.
 

This included developing and owning the processes and strategies for:

  • Onboarding

  • Product Adoption

  • Technical Support

  • Expansions & Growth

  • Renewals & Breakups

  • Digital Learning (see below)

  • Proof of Concepts (co-lead with Sales)

 

Introduced a new Product Success function

Kapiche is a super technical, high touch platform when it comes to teaching new users how to use and get the most out of the product.

As a way to help reduce the manual overhead of running high touch 1:1 onboarding sessions with every user, I designed and took ownership of a new Product Success role that focused on using product driven analytics and metrics to proactively identify when new users were struggling to adopt the platform or when existing customers were declining in usage.

This allowed us to:

 

  • Proactively keep the the CSMs in the loop with accounts that might be at risk of churning

  • Deliver timely out reach messages to users that introduced them to new parts of the product

  • Reduce the number of 1:1 training sessions users needed to have with their CSM

  • Determine what types of digital content we need to focus on creating

  • Identify product roadmap opportunities by observing which parts of the platform users were struggling with

 

 

Lead the Voice of the Customer (VoC) strategy

I also had the honour of being responsible for leading Kapiche's VoC strategy that was focused on providing the Product & Engineering Teams with the insights they needed to make product decisions that tangibly move the needle for our customers.


Key Highlights:

  • Implemented a digital survey strategy that delivered strategic surveys to users at the right place at the right time

  • Launched an initiative that enabled power users to vote for what they wanted us to build each quarter 

  • Co-Designed a Kapiche Labs community strategy that connects power users with the Product Team in real time

  • Scoped out a Product Voting platform that enables all users of Kapiche to share ideas & vote on product features

  • Co-Hosted regular UX sessions with our core users to get their thoughts and feedback on our ever changing roadmap

Designed & implemented a digital learning strategy from the ground up

I was also responsible for designing a Digital Learning strategy that involved:
 

  • Creating & managing all of our written Knowledge Base articles

  • Producing all of our how-to and best practice videos

  • Implementing our in-app onboarding tours

  • Implementing in-app onboarding checklists

Inspired and championed a customer-first culture across the organization

Something I am extremely proud of is the tangible impact I had on the people of Kapiche when it came to living and breathing a customer-first mind set and how that transformed the way strategic business decisions were made.

When I first joined the family, our teams were making decisions based on assumptions and personal opinions rather than with an understanding of, or empathy for, the people who were actually using and experiencing the platform we had built.


4 years later, I can tell you that Kapiche is now the most customer-first company I have ever had the pleasure of working with - where every single person (from Sales to Engineering and everyone in between) is making business decisions based on what is going to help our customers be more successful with our product.

Many Leaders in the organisation attribute this business transformation to my infectious and unwavering passion for customer success.

RateIt

Director of Customer Success

Introduced & lead RateIt's Customer Success division
I initially joined the RateIt team to help them out with content creation (e.g. writing basic how-to articles) but quickly noticed a lack of process and structure around getting their customers up and running and ensuring they were set up for success, which resulted in customers not reaching their full potential with our product and service.

To solve this problem, I designed, created and executed the strategies and workflows for all aspects of the customer journey both internal and customer-facing), including:

  • Training

  • Onboarding

  • Account Management

  • Churn Management

As a result, I was appointed Head of Customer Success and about 6 months after that I was formally promoted to Director of Customer Success where I joined the Executive Team alongside our Founder/CEO and CTO.

Supporting platforms:  Intercom, Hubspot, Helpscout, Trello, Zoom US, Slack, Google Docs

 

 

Evolved and lead RateIt’s Technical Support division
In addition to leading Customer Success, I also took charge of the Tech Support division, which at the time, had no system, processes or people in place to manage tickets, bugs or content creation.

To help with this, I introduced HelpScout as our primary platform for both ticket management and for our self-service knowledge browser and content hub. From there, I appointed a dedicated Support Hero to act as the first point of contact for all tech support enquiries and issues.

This approach freed me up so that I could focus my efforts on designing processes and workflows that would allow us to provide global support for our customers with a small team, while still offering a great support experience for them in a way that would scale as the company did.

Supporting platforms: Helpscout, Aircall, Intercom, Zoom US, Slack, Moki, In-house platform

Introduced RateIt's Operations division​
If life weren’t already crazy enough… during my first year I was tasked with getting the Operations Division up and running which was a really interesting project as RateIt is not a “pure SaaS” product (there is physical hardware involved) which came with its own unique set of challenges we had to cater for when creating relevant workflows and processes, such as:

  • ​Device configuration (setting up devices and hardware)

  • Hardware logistics (hardware dispatches and returns)

  • Hardware management (faulty devices and hardware)

  • Project management (orchestrating large-scale rollouts)

  • People management (hiring contractors to handle installations)

Although we now have a dedicated team to run the Ops Division, many of the processes and workflows I designed are still being used/built upon today!

Supporting platforms: Jira/Atlassian, Intercom, Hubspot, Trello, Slack, Moki, In-house platform

 

Designed and implemented RateIt’s Voice of the Customer (VoC) strategy
To ensure that we were consistently meeting the needs of our customers, I designed and implemented a VoC strategy which gave users an opportunity to share their thoughts and feedback with us in a way that was quick and easy for them, while still allowing us to learn what we were doing well and where we needed to focus our efforts in order to pack the most meaningful punches.

 

We achieved this by using a variety of tools which each had a specific purpose, driven by where the user was at in relation to their lifecycle with us, for example:

  • When a user completes their onboarding journey, they receive an in-app message via Intercom which asks if they had any additional questions or if they need help (these insights helped us pinpoint gaps in the onboarding process, such as missing content)
     

  • If a customer decides to cancel their account, we host an exit interview either in person, on the phone, via a Zoom web conference or via email, where we ask a specific set of questions to help us determine whether we’re able to salvage the partnership or if not, what we could have done differently/better, if anything.

These are just a couple of examples, I’m happy to elaborate further during a more detailed catch-up 😊

Supporting platforms: Intercom, Hubspot, AskNicely, Google Forms, Aircall, Zoom US

 


Played a key role in defining and shaping the culture at RateIt
As one of the founding members of RateIt, I played an important role in defining and shaping the company's Core Values alongside the CEO/Founder and was a key stakeholder regarding all recruitment decisions, with a focus on ensuring that we never compromised on hiring the right people (into the right roles).

Subsequently, I also designed RateIt's current employee onboarding program!

Supporting platforms: Tettra, Slack, Zoom US, Google Docs

Designed a 'Surprise and Delight' initiative for RateIt's customers

One of the more fun initiatives I worked on during my time at RateIt was coming up with a 'Customer Delights' initiative that allowed us to send out gifts of all shapes and sizes to customers for no other reason than to, well, surprise and delight them!

There were all sorts of reasons we would send out surprise gifts...from celebrating anniversaries and birthdays of key customers through to sending get well soon wishes and even thank-you's to customers who left great feedback during an exit interview.

I have loads of examples of gifts we've sent out - feel free to ask me about them!

Reckon Australia

Online Community Manager

Developed and executed the launch strategy for Reckon Australia’s support community

  • This was built using the GetSatisfaction platform

Developed and executed a training program for Reckon’s Technical Support team

  • This focused on improving the quality of service provided through live chat and phone support.

Introduced and implemented Reckon’s Social Media and Live Chat best practices

  • This was co-developed alongside the company’s Head of Marketing and Legal Departments and resulted in halving the average response time to consumers and generated a lift in positive feedback by about 60%

The launch of the Reckon Community reduced the volume of support calls

  • Although I left the company shortly after launching the community, a "friend on the inside" confirmed that over 6-12 months the introduction of the community had successfully reduced the average number of calls made to the support team

Small but satisfying win: I received the company's first ever public compliment!

  • Yes, you read the right..the first ever. Unfortunately, the nature of the industry (Accounting) is a rather unforgiving one!

Pinnacle Health Group

Social Media Manager

Acted as a Customer Experience mentor for a number of PHGs practitioners

  • This proved to have a positive impact on the overall patient experience and resulted in a lift in patient happiness and subsequently in the number of positive compliments coming through social media and our CSAT channels (e.g. patient surveys).

Developed, created and executed the company’s social media strategy

  • This tripled the amount of online followers for PHG’s official Facebook account and significantly increased the level of engagement PHG received on their social media posts across Twitter and Facebook

Beamly (Pro bono)

Community Manager

Helped the Beamly team triple the level of engagement across the following communities:

 

  • Agents of S.H.I.E.L.D

  • Game of Thrones

  • Big Bang Theory

Note: This was achieved by designing and introducing a variety of fun polls/surveys and trivia posts for the communities to engage with.

What it's like to work with me

Caleb Hattingh

Head of Engineering @ Kapiche

Tami excels in a customer success role - she lives and breathes CS. If you have the opportunity to hire her, don't hesitate. Tami is always thinking from the perspective of the customer, and feeds this perspective back into the organization in a powerful way. Tami is especially good at building and supporting customer relationships, and is a huge asset to product teams for this reason.

Anuj Khatri

National Enterprise Partnerships
Manager @ RateIt

Working with Tami for a year and a half at RateIt (The market leader in in-the-moment customer feedback) was truly a delightful experience. 

Never have I met someone with more of a raw, genuine passion for Customer Experience, and more specifically, working with companies to help them deliver truly exceptional experiences for their customers. 

On a more personal note, Tami is an amazing person, consistently on the proactive search for ways to lend a helping hand to her peers, regardless of whether it be a personal or professional matter. Tami was a strong leader at RateIt and I have every confidence she will be an invaluable asset to any company that is lucky enough to have her in the future

 
 
 

Ian Pagulayan

Head of Support @ RateIt

Working with Tami is super fun and awesome! A customer-centric individual who’s amazingly passionate about what she does. She lives by our company values and has no doubt been a strong foundation of RateIt.

 

Tami, as my manager, has opened boundless learning opportunities for me. She has the ability to turn mistakes into learnings and she’s extremely good at winning people’s heart in a professional way. Tami genuinely care about everyone around her and treats her colleagues and customers as family.

 

Whatever Company or Team that Tami will work with in the future, I am confident that she can bring significant value in achieving its goals. I’m so happy and proud that I’ve once worked with a fantastic, warm-hearted person like Tami!

 

Platforms I'm fluent in

Customer Success & Support: Intercom, HelpScout, Zendesk, HubSpot, Close.io, Aircall, Trello, Jira/Atlassian, Most CSAT platforms

Product analytics: MixPanel, MetaBase, FullStory, Amplitude, Google Analytics 

Business: Slack, Zoom, Teams, Discord, Google Suite, Office 365, Calendly

Social media: LinkedIn, Twitter, Facebook, Instagram, TikTok, YouTube

 

Additional: IRC, Basic HTML, Basic JSON

 

Let's create awesome experiences.

If you'd like to work with me, please get in touch!

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