I’ve officially finished my first week at Loxo, and I couldn’t be more thrilled. Learning and absorbing from this rockstar team the past week has been unlike anything else. The pace at which the team moves is breathtaking. It might even be slightly overwhelming, if not for the fact that the driver behind everything has a deep passion for the product and the people it serves.
This brings me to my personal underlying driver for everything I do: PEOPLE. Everything comes back to relationships: family, friends, coworkers, the coffee barista who serves you your usual coffee drink, or in my case, the elderly couple I see while walking my dog each morning. Everyone has a story. Getting to know these stories and playing a part in them is a privilege.
While Loxo is building an incredible product that is light years ahead of anyone else, people are at the heart of it all. It’s why I joined the Loxo team. I couldn’t pass up the opportunity to serve and grow the Loxo client base.
I’ve been tasked with building out customer success. Customer success is a fairly new business function, but to me, it is the very core of any successful venture. The journey a client takes from first landing on your company website to evangelizing your product is not dependent on one team or department. It spans the entire customer journey and touches every business function from sales to marketing to product to support to finance. Weaving these pieces together to form an effortless experience is where the fun begins. As I’ve begun working with the team and learning the stories of Loxo clients, my excitement only grows.
My goal for customer success at Loxo is to deliver the best possible experience to all our customers. It’s not as simple as it sounds. The best customer experience answers two questions. ‘What does the client need?’ ‘How does the client want to get it?’ I’m excited to build customer success around these two pillars, delivering what our customers need (even before they know they need it) and in the best possible way. With both an incredible team and phenomenal clients by my side, this journey will be one for the books!