We took 10 minutes out to learn more about our former fire-fighting Customer Success Director, Billy O'Brien.
1. What Was Your Journey To Your Current Role In Customer Success?
I started my journey with the emergency services - as a firefighter & paramedic helping people who were in all kinds of trouble. I spent 20 years in this role but during that time I gained qualifications and experience in Environmental, Health & Safety Management. I then worked as a consultant with companies to help them improve their health & safety. When I helped setup Effective Software, it was only natural for me to work in customer success.
2. How Do You Create An Award Winning Customer Success Team?
A company wide belief that the customer comes first and ensuring that every customer has a positive experience with us across all teams in Effective Software. Also, hiring people with a passion for ensuring customers are successfully achieving their goals.
3. What Did You Want To Be When You Grew Up And Why?
I always wanted to be a firefighter who doesn’t?
4. What Do Like About Working In The SAAS Industry?
It is very fast moving and the ability to use technology to transform how people do things is very satisfying.
5. Tell Me Something About Yourself Few People Know?
I am very shy!
6. On Average, How Many Times A Week Do You Hurt Yourself Trying To Dance In The Shower?
Never try dancing in the shower, I leave that for Coppers. I do try singing I have been told I’m not too bad but at the same time, not to give up the day job.
7. Would Donald Trump Make A Good Customer Success Manager?
I think President Trump’s talents would be better served in a different role.
8. On A Scale Of 1-10, How Lucky Are You?
9 out of 10 because I have 2 amazing children and a very tolerant wife (told me not to give up the day job) I managed to achieve a childhood dream and work as a firefighter and work with an amazing team in Effective Software. It would be 10 out of 10 if I won the Lotto but I guess you can’t have everything.
9. Who Would You Let Punch You Directly In The Face?
No one because I’d be worried about my teeth
10. What Are You Better At Today Than You Were This Time Last Year?
This is a tough one. Understanding more about what customer’s need. This will be continuous, as customer needs are always changing.