Interview with Andreea Timu, Head of Customer Success, VAUNT
VAUNT has grown into the business it is today because of our team. We are proud of them and grateful for all their efforts, and because we want you to get to know them better, we spoke with each of them about their work, the impact of their role, and also some resources that inspire them.
We kick off the #meetourteam series with Andreea Ramona Timu, Head of Customer Success at VAUNT. She is the one who makes sure our customers are happy with our collaboration and that they get the most out of the product’s functionalities.
What do you like most about your role as Head of Customer Success at VAUNT?
Every day brings new lessons. That’s probably what I love about my job. I get to build relationships with clients while solving their problems. It’s a process of continuous learning and improvement. I also enjoy being part of a dynamic team that is constantly striving to become better at meeting our clients’ needs.
As Head of Customer Success, I combine my enjoyment of helping others build relationships, the intellectual stimulation of problem solving, and the satisfaction that comes from overcoming obstacles to deliver exceptional results for our clients and our team.
What do you think more people should know about Customer Success?
Listen, adapt, and implement. It’s essential to look beyond the surface and dig deeper into customer feedback, sentiment, and behavior to gain a more nuanced understanding of customer satisfaction and success. I can’t stress enough how important it is to care, understand needs, and ensure your products are customer-centric. Often, it’s not about what’s missing from your product, but about not listening enough to the needs and not paying attention to what they really want.
How important is the role of Customer Success in a startup?
The growth is maintained by the Customer Success department, the goal is to keep the churn rate at a minimum. The role of CS is crucial here, as it is the one who maintains a prolific relationship with the customers. In the competitive environment of startups, building a strong reputation for excellent customer service and support can differentiate a company from its competitors.
In the early stages of a startup, every customer counts. Making sure customers are happy and getting value from your product or service is essential for retaining them and fostering long-term relationships. Happy customers are more likely to become ambassadors for your startup, referring new customers and helping to drive organic growth.
What do you think makes VAUNT an obvious choice for customers?
Continuous innovation. VAUNT is constantly improving as we come up with various new functionalities every month to provide the best service to our customers. This also helps us to meet all their needs. Users benefit from constant updates and improvements without any additional cost or effort.
A resource (book/podcast/course) that inspires you:
One of my favorite books is “Shoe Dog” by Phil Knight. It’s about the co-founder of Nike, which tells the story of Nike’s journey from its beginnings as a startup to becoming one of the most famous brands in the world. For me, it’s the best biography I’ve ever read written by a business person.
The insights into business strategy and leadership behind the brand are valuable and have helped me over the years. But what really impressed me and why I recommend this book to everyone is the story of courage, effort, and passion to get things done and to recognize that sometimes it’s okay to give up on certain dreams in order to achieve something bigger.
I will insert here a short quote from the book that should stay with us all:
“Trust yourself, but you also trust faith. Not faith as others define it. Faith as you define it.
Faith as belief defines itself in your heart.”
