How Jessica Crow developed her real passion for customer-centric philosophy #MyPathToTitus

July 20, 2022

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?

  1. Understanding of challenges and pain points for clients within the learning technology space
  2. The growth and evolution of digital training and supporting clients transitioning from face-to-face training to online 
  3. 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

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Phuong Nguyen Hong

Digital Marketing Executive

Super talented, unflappable and very funny, Phuong supports the whole marketing team in her role as Digital Marketing Executive. Phuong holds a bachelor’s degree in Business Administration and recently completed a master’s degree in Management and Marketing. Originally from Hanoi in Vietnam, Phuong is now based in the UK and climatising brilliantly to our weather and food.

Phuong owns a food review Instagram page as travelling and food are her passion. She also has a cute little french bulldog.

Ellie Sharkey

Head of Marketing

Ellie was the first woman to join Titus and has paved the way for many more since then. After studying for a degree in Fashion and Marketing, Ellie was lucky to find herself at fashion weeks and photoshoots.

Now she’s switched from talk of the front row to front end design and has brought loads of transferable knowledge to Titus. Ellie has also found a real passion for tech, especially in the learning sector, helping clients create positive change for their organisations.

Callum Barrett

Senior Brand Executive

As one of the youngest people at Titus but at the same time one of the oldest serving members of the team, Callum has graced Titus with his broad smile and positive attitude for over 5 years now. As a key member of the marketing team, Callum works across all areas, both on and offline, to ensure that all Titus brands and communication are on point.

After missing out on the opportunity to go to University the first time around, management encouraged him to enrol in our course alongside his work. He is now studying to achieve his Level 6 Diploma in Professional Digital Marketing.

Dec Connolly

Acquisition Marketing Manager

Always bringing innovation and new ideas, Dec studied a degree in Journalism but found his passion in digital marketing. Dec has also worked in marketing for one of the countries biggest retailers and within the property sector.

Outside work, Dec Co-founded a news publication where he collaborated with global brands like Uber, Amazon, BooHoo and countless SMEs.