Hi there,
 I'm Tami :)

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.

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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:

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• Training

• Onboarding

• Account Management

• Churn Management

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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.

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

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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.

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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.

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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.

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

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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:

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• ​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)

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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!

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

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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.

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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:

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• 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.

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

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

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​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).

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

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

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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!

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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.

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

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