Life as a Customer Succes Consultant at BrightAnalytics

Meet Louise Vandenberghe!

Louise started working at BrightAnalytics in September 2022 as a Customer Success Consultant. We asked her a few questions about her daily tasks, why she decided to join the Bright Team, and what she thinks of the company.

How do you experience your time at BrightAnalytics?

At BrightAnalytics, you feel at home right away and are immediately welcomed into the group. Everyone shares a similar mindset, creating a very pleasant atmosphere. You can have a conversation with anyone without needing to resort to small talk.

How did you end up at BrightAnalytics?

I studied Commercial Sciences at the University of Ghent with a focus on Finance and Risk Management, which sparked my interest in the fintech sector. At the end of my studies I received a message on LinkedIn from Hélène in HR. Normally, I don’t respond to LinkedIn messages because, as a recent graduate, you get so many of them. But for some reason, this message caught my attention, and I’m very glad I responded.

What attracted you to this company?

Given my studies, I was looking for a job in the financial sector. I was torn between the roles of Business Analyst and Customer Success, as both were offered to me due to my finance background. While the role of Business Analyst appealed to me, it lacked the social aspect of customer interaction and I didn’t want to spend all day mostly analysing numbers. Communication is one of my strengths, and I didn’t want to leave that skill unused. That’s why I ultimately chose Customer Success.

A few years ago, when I began working here, the team only consisted of 40 employees, and BrightAnalytics wasn’t as widely recognized as it is today.  After the application process, I noticed a strong connection with the company. I had another offer at the time, but I ultimately chose Bright because of that connection. It’s crucial to select a job that aligns with your values, not only based on the job itself but also on the company’s culture and your prospective colleagues.

What is your role at BrightAnalytics?

At BrightAnalytics, I am a member of the Customer Success Team, which consists of three different groups: the Onboarding Team, Account Managers, and the Technical Team.

The Onboarding Team focuses on welcoming new clients and optimising the onboarding process. This includes conducting webinars and striving for continuous process improvements. Once clients have completed the onboarding process, they transition to the Account Managers team, where I am part of. The primary role of an Account Manager is to actively follow up and monitor existing clients, even when things are not going well. Additionally, we aim to optimise this process and find ways to go the extra mile for the client. Lastly, there is the Technical Team within Customer Success, which works closely with the Business Analysts. This team dives deeper into the data and often consists of more technically-oriented profiles within Customer Success. 

But in the end, the Customer Success Team maintains close ties with almost all other teams within BrightAnalytics, including marketing, finance, business analysts, sales, and developers. This diverse range of contacts makes the work both challenging and interesting, as it allows you to gain a broad spectrum of knowledge and be involved in various aspects of the company.

What does a typical day look like for you as a Customer Success Consultant?

At the start of each day, I ensure I am updated on any recent developments. My day involves a variety of activities, including attending numerous internal and external meetings. Within the Account Management team, my focus is on optimising processes and closely monitoring customer activities, proactively reaching out when necessary. This allows me to actively engage with customers and address their needs. Additionally, as a Customer Success Consultant, I provide support to customers, usually three times a week, assisting them with specific questions. I particularly enjoy the diversity of my daily tasks.

Did you receive any training and coaching when you started your job? 

The onboarding process is very comprehensive when you begin your journey here. Within the Customer Success Team, you start off within the onboarding team of CS. This involves learning to conduct training sessions and getting to know the platform, as you need to explain it to the clients. Over time, your role within the team will become more defined, and your responsibilities will broaden. 

In my current role as an Account Manager, growth is essential; my conversations with clients now are entirely different from those I had in my first six months. You learn primarily through experience. Additionally, you can always share experiences and seek advice from your immediate colleagues. Everyone supports each other, so you’re never on your own.

Which skills or qualities are important for this role? 

I believe you need to be somewhat of a perfectionist, as the job is very versatile. You must be able to switch quickly between different tasks while maintaining the overall overview. Being communicative is also important for customer interactions; the social aspect is a significant part of your job. You need to build a relationship with your client, as you are the internal point of contact if something goes wrong. Each client has a dedicated contact within the company, and you will be responsible for creating and maintaining that bond. 

Why is BrightAnalytics different from other companies? 

What makes BrightAnalytics special is its dynamic work environment. It’s a young company where, in addition to working hard, there’s also room for fun. Whether it’s grabbing a beer after work or enjoying other activities, there’s always a good work-life balance. 

What do you enjoy most about your role as Customer Success Consultant? 

I really enjoy the opportunity to interact with a wide range of people and work with some fantastic companies. From the very beginning, you are given a lot of responsibility and receive coaching to help you succeed. Additionally, there’s also the chance to grow within the company. 

Are there challenges to working as a Customer Success Consultant?

There can definitely be challenges when it comes to customer interactions. Sometimes, dealing with clients can be difficult, but you learn from these experiences. It’s not always smooth sailing, and not every interaction will be perfect. However, these challenges teach you valuable lessons that you can apply to future cases. Each difficult situation helps you grow and improve in your role. 

If someone is hesitant about joining BA, what would you say to them?

If you are someone who wants to move forward, BrightAnalytics is the place to be.  You have numerous opportunities to grow and develop yourself. Although we are a young company, your voice is always heard. You are encouraged to propose new ideas, contribute to discussions, and progress in your work.