Q&A: Cécile Raya, Customer Success Manager

Cecile, customer success manager

Cécile Raya, our Customer Success Manager, takes us through her journey at Novisto and shares with us what it’s like to be in her role.

Tell us about your career journey at Novisto.

I joined Novisto as a Customer Success Manager in January 2022. Before moving into that role, I pursued studies in sustainable management. For that reason, working for a company that operates in the ESG field was an opportunity that I was looking forward to! Working at Novisto has been the perfect mix of both the ESG and software industries which I am highly interested in.

What does your day-to-day look like?

I would define customer success as a combination of project management, digital marketing, data knowledge, customer education and product management.

Everyday is a little different for me. Some of my tasks include having touchpoints with clients, planning our projects together and relaying their requests and feedback to the product team. In addition to that, I work on internal projects with other members of my team as well as people from other departments within the company.

What do you love most about your role?

I truly enjoy working at Novisto given how rapidly the field of ESG research, and software development are evolving. This means that I get to learn new concepts and ideas continuously.

In my opinion, the entire focus of customer success is value no matter what definition you associate with that role. My priority is to always ensure that my clients are receiving the value that they desire. I love being able to translate their needs into actionable steps and having an impact on the software’s growth at the same time.

What, in your opinion, are the skills needed for this kind of job?

This job focuses on the customers’ timeline, on understanding their goals and helping achieve them in the best possible way.

Managers must have good planning and communication skills especially that they don’t only communicate with customers but also with every other team in the company (Sales, Product, Research) in order to guarantee a successful implementation and journey for the clients.

What do you think sets Novisto apart from other workplaces?

Novisto absolutely aims to walk the talk in terms of ESG. It is creating a culture where all employees can grow into their roles and develop their own paths. There is a great team, comradery, and an amazing inclusive culture. The world of sustainable development is constantly evolving, and Novisto is striving to be at the forefront of it all by developing innovative features.


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