”Meet Emmanuel, the Norebaser dedicated to helping founders succeed”
Can you introduce yourself and tell us how long you’ve been at Norebase?
My name is Emmanuel and I have been with Norebase for about 3 years now?
What does a typical day in your role as Customer Success Lead look like?
While no two days are ever exactly the same, a typical day for a Customer Success Lead is a dynamic mix of strategy, execution, and human connection. Ensuring that clients get all the help they need as well as working on tasks to improve their experience while using the Norebase service.
What’s one part of your job that people don’t often see but really matters?
The back and forth process with the engineering team when implementing a new feature. This is important to ensure that the feature is implemented as close as possible to the customer’s request, afterall, “The Customer is King”.
How do you measure success when it comes to helping customers?
I measure success by rate of referrals. While new users may be convinced by beautiful graphics and well thought out advertisements, the rate of referrals is what tells you that customers enjoy the service enough to promote your business.
What’s a project or milestone you’re especially proud of this year? We have had a number of projects however, The Norebase enquiry process would be top of my list. We had observed that most times, our Global expansion clients do not have all the details they need regarding their requested service. Hence we automated the enquiry process ensuring that once an enquiry is made, clients get a series of messaging (including phone calls and emails) sharing vital information about the service and jurisdiction. This has helped clients to be better prepared.
How does your role contribute to helping founders achieve success with Norebase?
At Norebase, we are in the business of turning founders’ visions into reality. My motivation comes from knowing that every challenge we help a customer overcome brings them one step closer to achieving their goals.
What’s one thing that keeps you motivated to deliver excellent service every day?.
The fact that my team is able to identify and resolve a problem correctly thereby setting the customer back on the path to achieving their goals.
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