At Vale, delivering great customer experiences is at the core of what we do. Meet Abisola Alade, the driver of our Customer Success team. With a genuine passion for helping others and a strong focus on building relationships, Abisola ensures that every customer feels supported and valued. Curious about what her day-to-day looks like? Abisola shares her journey, insights, and experiences in customer success at Vale.
Can you tell us about your journey so far? How did you get started in the customer success field, and what drew you to this role?
My journey into customer success started with a passion for problem-solving and a desire to help others. Since then, I have aimed not only to resolve issues but also to ensure that customers derive value from the products and services they use. Building strong relationships with them has been essential to achieving this goal.
What does a typical day look like for you as the lead of the customer success team?
As the lead, my day involves overseeing customer communications, coaching my team, and collaborating with other departments to resolve issues and improve the customer experience. I also handle escalations and strategize on how we can continue to enhance customer satisfaction and retention. Supporting my team so they can succeed is always a priority.
Customer success plays a crucial role in ensuring users have a smooth and satisfying experience. How do you and your team approach solve customer challenges?
We take a customer-centric approach. First, we actively listen to fully understand the issue. Then, we collaborate internally, involving the relevant teams whether it’s operations, finance, product, or engineering to address the root cause. Throughout the process, we keep the customer informed. After resolving the issue, we follow up to make sure they are satisfied. It is not just about solving the problem, it is about improving the overall customer experience.
Customer expectations are constantly evolving. How do you keep up with these changes and ensure that Vale continues to deliver exceptional service?
We prioritize continuous learning and adaptability. Regular customer feedback from surveys and direct interactions helps us stay aligned with their needs. We also maintain strong communication with departments like product and sales to ensure we are delivering a seamless experience. Internal training and discussions help us stay ready to respond to shifts in expectations, allowing Vale to consistently provide top-notch service.
What’s the biggest lesson you’ve learned in your leadership role? How has this shaped your approach to managing your team?
The biggest lesson I’ve learned is the importance of empathy and active listening. Understanding both the customer’s perspective and the challenges my team faces has been key in creating a supportive environment. This has shaped my approach to management by focusing on open communication, ensuring team members feel heard and valued, and being available for guidance whenever needed.
How do you build and maintain relationships with customers during challenging times?
It starts with being proactive, listening carefully, showing empathy, communicating clearly and promptly. During difficult times, transparency is key. I ensure that customers receive honest updates, resolutions, and follow-ups to ensure satisfaction. This builds trust and shows that we are fully committed.
In your opinion, what sets Vale apart from other fintech companies in terms of customer experience?
What really sets Vale apart is our deep commitment to personalized customer support. We do not rely solely on bots. We focus on understanding each customer’s unique needs, providing tailored solutions, and maintaining clear and responsive communication.
Lastly, what advice would you give someone aspiring to build a career in customer success?
For anyone looking to build a career in customer success, my advice would be to develop strong communication skills, practice empathy, and stay solution-focused. Always actively listen, understand needs, and be proactive in solving problems. Building relationships and being adaptable to changes in customer expectations is also very important.
Abisola’s journey shows the essence of empathy, communication, and adaptability in customer success. Her leadership has not only helped the team at Vale grow but has also set a high standard for customer-centric service. We look forward to seeing her continue to lead the way in delivering exceptional experiences for Vale’s customers.
