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In this week's article, Mia, a Marketing Assistant who is responsible for the affinity masterminds at Adriel, caught up with two Adrielers who drive Customer Success, Coogie and Andrea. She talked to them about how they maximize marketing performance and build strong relationships with their customers by supporting them on the front lines and helping them succeed,
and their dedication to customer success. Read on to find out how they live the Adriel values and discover what true customer success means to them!
Mia: Hello, Coogie! Welcome to Adriel! You’ve recently joined our team as a CSM. Could you tell what led you to join Adriel?
Coogie: Hello. My name is Coogie, and I joined the Adriel CSM team last month. While working at a marketing agency for over 5 years, I became curious about the CSM role when I had a coffee chat with Alvin, a Vice President in Adriel. And the idea of building on my knowledge and experience in martech was appealing to me. I also thought that the future marketing market will be moving in a direction that combines automation and AI, and Adriel's direction is in line with that, so I decided to join with no hesitation.
Mia: You came to Adriel with insights into the future of marketing! Could you share more about your role as a CSM at Adriel?
Coogie: CSM stands for Customer Success Manager, and the role involves supporting clients from A to Z so they can fully utilize Adriel’s services. Specifically, I provide onboarding training, check the services they are using, and answer any questions they may have. In addition, CSMs are responsible for all overall tasks to improve the utilization of our services.
Mia: The role of CSM is often unfamiliar in South Korea. Is there anything in your job that made you realize, “You need this for the CSM role!”?
Coogie: I think the ability to naturally communicate with customers, catching pain points and suggesting appropriate solutions is the most important thing. I've only been in the job for a short time, but many customers never directly tell me what they want. (laughs)
As Steve Jobs once said, “Consumers don't know what they want,” and many of our customers were using our service but didn't know what features they wanted to add to their dashboards. In this situation, when we reviewed the dashboards they had implemented, found the gaps, and suggested development, they responded well, and their utilization of the service improved overall.
Mia: I was impressed with your insights when we sat down together, and I'm really excited to see what you bring to the table as a CSM.
Coogie, you came to Adriel with a long history in the marketing industry, have you had any proud moments in your career so far?
Coogie: At my previous company, there was a fashion client that I was responsible for marketing from the very beginning of their mall opening. After two years of advertising, the monthly sales increased by more than 3 times on average compared to the initial period, so the client was very satisfied.
I was motivated and proud when I was able to create such a success story with my own hands. I hope to create more customer success stories at Adriel, just as the CSM title I am currently holding means “Customer Success Manager.” 💪💪
Mia: So, from a marketer's perspective, why do you need an Adriel dashboard and what are the unique advantages of Adriel?
Coogie: Working in a digital marketing agency, I’d been often tasked with manually downloading and crunching media-specific data for reporting. The Adriel dashboard dramatically reduces this data crunching time, allowing marketers to focus on more productive tasks. For example, they can spend more time on advertiser proposals!
In addition, visualized data is very effective when they need to convince existing advertisers to propose new media plans, etc. Adriel dashboards allow them to easily create high-quality reports with just a few clicks, which is a great tool for marketers! 🛠️
Mia: WOW! You described the benefits of Adriel Dashboards so well, it's a solution that was created for marketers, it makes their job easier and provides insights quickly. I remember when I first came across dashboards, I was amazed that I could visualize the data I wanted with just a few clicks. (laughs)
Mia: Also You're very active outside of work, and there's a rumor around the office that you're a hobbyist. Can I ask you about one in particular that you've been enjoying lately?
Coogie: I've been learning to play the piano as a hobby lately, and I like to play rhythm action games like EZ2DJ, but when I play the piano, I feel like I'm playing a rhythm game, so it's cool.🎹 I used to enjoy playing computer games, but I've been cutting back a bit and practicing piano in my spare time.
I also love to run marathons! I think I've been running for almost 10 years now, and when things aren't going well, I tend to manage my stress through running.🏃
My latest obsession is mountain climbing, and the cooler weather makes it so nice to go hiking~!
Mia: Hiking in the fall is definitely my favorite!🏔️ And it's amazing that you've been running for almost a decade! I think Coogie's passion is really contagious.🔥
Coogie: (laughs) Thank you.
Interview with Coogie gave us a glimpse into his passion for being an Adriel CSM, his commitment to customer success, and his wealth of experience in the marketing industry. I can't wait to see the success stories we'll be creating together! 😊
Mia: Hi Andrea, could you tell us a little bit about yourself 😊
Andrea: Hi! I'm Andrea, half Italian and half Luxembourgish. After studying Political Science in the UK, I worked in several industries, including logistics and e-commerce, where I discovered my interest in technology and marketing! I then pursued a Master's degree in Information Management and Marketing in Lisbon, before moving to Amsterdam, Berlin, and now Portland, Oregon.
Mia: From the UK to Portland, I'm sure you've gained a lot of insights from your travels through different countries and cities! So what do you think is the secret to being a great CSM in your opinion?
Andrea : To be a great CSM, first and foremost, you need to be an expert on your product. I think one of the most important roles of a CSM is to be a trusted advisor to your customers.
That's why building strong relationships and trust with customers is also one of the essential competencies🤝.
It's not just about selling a solution, it's about demonstrating consistent value, even when the team changes or new stakeholders come on board. In other words, constant communication and understanding customer needs as they change on a daily basis are key to long-term success.🚀
Mia: Building strong trust is so important for customer success! As a CSM, you're in constant communication with many customers. Can you tell us a little bit about what makes Adriel's solutions different from other intelligence solutions?
Andrea: One of the main advantages of Adriel that many of our customers tell us is the ability to seamlessly connect and integrate data from multiple sources without requiring additional development resources!
Unlike other competitors that require specialized skills, Adriel was designed solely from a marketer's perspective, allowing teams to independently manage complex data while seamlessly integrating with other solutions.
This allows marketers to focus on campaign performance and strategy without the need for additional developers, and I think that's something a lot of our customers really appreciate. (laughing)
So in short, Adriel is an efficient and scalable solution for today's business environment.
Mia: You've described the benefits of Adriel's solution so well, connecting and integrating different data is really important for marketers.(laughs)
So Andrea, what is a typical day like for you at Adriel?
Andrea: My day usually starts with checking email and making sure everything is running smoothly. Adriel's employees work together in different countries, including the US, Europe, and Asia, so there's a lot of coordination to do. I also spend a lot of time in meetings and with clients, and then my day is over :)
Mia: One day may not be enough😂. So do you have any hobbies you enjoy outside of work?
👨🌾Andrea: I usually end my day with gardening. I'm a gardener who loves my garden. I love spending time outdoors, especially after a day in front of a laptop and monitor.🌱
Mia: That’s wonderful! I'm curious about your garden, can you share any gardening tips with us?!
👨🌾Andrea: Ummm. Don't plant bamboo in New York😂. I don't recommend it because bamboo is much harder to care for than it looks!🎍
Mia: Bamboo is a difficult plant to care for! I'll definitely keep that in mind.
Andrea brings a refreshing global perspective to the team with his knowledge of multiple cities and love of new cultures, and we're excited to see him continue to be a connector for customer success!
