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Employee Spotlight: Ellie, Manager of Customer Success

Introduce yourself!

My name is Ellie and I am the Manager of the Customer Success and Support team. I started as a Customer Success Champion, managing support queries and helping to onboard new customers.Within 6 months, I had moved into a more Senior role in the team, taking on ownership of a certain level of accounts and leading the team. After just 13 months I became the Manager of a team of Customer Success Managers and Support agents, whilst looking after the relationships with our partners.

What have you learned at Domo?

That collaboration is the best way to progress! And the word skeuomorphism in a technological context! Look it up, it is awesome.

What do you enjoy most about your role?

Definitely the variety! I enjoy managing my team and ensuring their development, but I also love being able to contribute directly to the company by interacting with high-value customers.The other amazing aspect of my role is collaboration, as I get to work with the product team, using customer feedback and behaviours to actually help shape the Signable platform! I also work with the marketing team to help with testimonials and even present the odd webinar.I love talking to people. Communication and relationship building are both key parts of a job for me. Customer Success is all about talking to people in an open and honest way to ensure they are getting the most out of your product, as well as being able to identify commercial opportunities.

How is Domo different from other companies you’ve worked for?

There are 3 main differences for me, the first is Trust – each Domosapien is treated as an adult, there is no micromanaging and they are trusted to do their job well.The second is autonomy – having the freedom to collaborate and contribute across the business, as well as choose and shape your own professional development, all with amazing support.The final one is value – I feel extremely valued here and really feel part of something, like my contribution in my role can help evolve the company on a larger scale. 

What opportunities has Domo given you?

Joining the DICE committee. This has not existed in any other organisation I have worked at, so being part of making Domo an incredible place to work for absolutely everyone is an amazing opportunity.Being able to learn and also unlearn through hearing from a diverse range of experiences is so important.

If you could give one piece of advice to a new starter, what would it be?

Get to know everyone! The collaborative nature of Domo means you will work with many people across the organisation, so take coffee breaks with people and get to know them. Understanding people’s circumstances and communication styles will help everyone feel more comfortable when working together.