Welcome to the latest edition of “My Path to Titus,” where we talk to our Titans about how they got to Titus, their roles, and even some tips on how to prepare for interviews.
Today’s post is all about Jessica Crow whose passion for customer service led to the current position at Titus
What do you do at Titus?
My role is Customer Success Manager, and I drive to be the voice of the customer
The mission of the Customer Success Manager is to ensure that the customer achieves their desires, expectations, and goals through the utilization of Titus’ services and recognizes the value of their investment. I also strive to act as an extension of the client’s learning and development team.
Can you tell us a bit about your background?
Worked within the learning technology industry for over 5 years, with experience in off-the-shelf and bespoke content development, alongside learning management systems.
I have always had a passion for people and building relationships – I have a real enthusiasm for collaboration and over time this drive has built and strengthened my customer-centric philosophy
What’s your typical workday like?
It varies depending on the current projects and the priorities of the clients I work with.
I will support clients via scheduled monthly review meetings with advice and best practice guidance on how to improve the success of their platform, for example – how to encourage engagement or improve the UX of the user journey. I also help to coordinate and facilitate any new scheduled work for clients.
Another element of my role will be collecting and reporting on data and metrics, such as numbers of tickets resolved, focus areas, and continual improvement suggestions, to name but a few.
Deal with client concerns or any blockers collaboratively to encourage ongoing retention and customer happiness with Titus’ services
How do the past experiences support your work at Titus?
- Understanding of challenges and pain points for clients within the learning technology space
- The growth and evolution of digital training and supporting clients transitioning from face-to-face training to online
- Experience demonstrating how clients can showcase value with their LMS platforms
What’s your daily source of inspiration?
Steven Barlett (Dragon Den Investor and The Diary of a CEO podcast) – daily inspiration, advice, and quotes
Are you working on any projects outside of work?
Full house renovation and Wedding planning
How did you prepare for your Titus interviews?
Research on Moodle and upcoming products
Understanding of their client base, the projects worked on, and how Titus helped the client to achieve their goals
Research via social media to understand the culture of Titus and what it would be like to work there – to ultimately make sure Titus’ values and purpose were aligned with my own
What advice would you give to your past self?
Be confident in your abilities, skills, and previous experience that has shaped you into who you are today. To also feel empowered as a woman in Tech
Never look back in regret – reflect, learn & continually grow
Any tips for aspiring Titans?
Be unapologetically yourself, everyone else is already taken! Titus is an equal and diverse workforce with employees of various backgrounds and skills, which ultimately makes Titus an inspiring and innovative place to work. Therefore, make sure you demonstrate your true personality and values – don’t hold back.
Get involved in the Titus culture, learn a new skill, try a new hobby – never be afraid to stop learning
