Meet Ian Goebel – Customer Success Team Lead
At Emesent, our commitment to your success goes far beyond the Hovermap purchase.
We’re always looking for ways to enhance the experience our customers have with us, which is why we’re rolling out some new CX initiatives, including a more personalised Customer Success program.
To that end, we’d love to introduce you to Ian Goebel, Emesent’s Customer Success Team Lead. Ian and his team work hard to ensure our customers have a seamless, supported journey with Emesent, from onboarding to upgrading and beyond.
We asked Ian to share some thoughts on what Customer Success at Emesent is all about.
What does customer success mean to you, and why is it important for our business?
Customer success is about helping our clients achieve their goals through our products and solutions. It fosters retention, loyalty and long-term growth for both our customers and our business. As the saying goes, “If you don’t look after your customers, someone else will.”
Can you share a memorable customer success story that had a big impact on Emesent?
One of my first customer interactions at Emesent involved a support ticket with an outcome that wasn’t ideal for the customer. After a call and working through a resolution, we turned their frustration into satisfaction, and they went on to become a strong advocate for us at upcoming events.
What are the biggest challenges in ensuring customer success, and how do you overcome them?
Some challenges include setting the right expectations, helping customers adopt new updates and meeting their unique needs. We tackle these by staying proactive, offering personalised assistance and always listening to feedback.
How do you measure the success of our customer relationships and retention efforts?
We keep an eye on onboarding success, customer feedback, renewal trends and new opportunities. Strong relationships shine through in customer advocacy and lasting partnerships.
What advice would you give to someone new in customer success who wants to build strong client relationships?
Stay proactive, listen closely and always focus on delivering value. Building trust and understanding customer goals are the foundation of long term success.
If you don’t look after your customers, someone else will.
