A week in the life of a Customer Success Director

By Susanna Berg posted 22 days ago


So far, I have mainly been writing about different automation topics that I, and hopefully You as readers, find interesting. Today I will go back to my core idea and describe how a week in my work life looks like. My role is about helping our customers to get the best value out of the investment in Blue Prism, and to automate to the full potential in the organization. I try to work close with our customers, and I am mainly an advisor who delivers information and advice, connects people, and solve problems.

Just so You know - I do love my job, I am passionate about Intelligent Automation, and I love working with great people, so what else could I wish for in a job?

I do spend most my time with other people – in meetings

Most of my time is spent in meetings. The good news for me is that I spend most of my time meeting customers, so I get to meet many nice persons, and I do learn a lot. I have regular meetings with the customers I look after, and the frequency of the meetings are different. Some customers I meet at least every second week, and others less frequently.

I also have other meetings than with customers. Many different Blue Prism meetings like with the Customer Success Team, the product team, my colleagues in the Nordics, Our Professional Services or just learning from our amazing TAP partners how to upskill the digital workforce

But I also do a lot of mails, meeting bookings, chats, and some administration. All in a good mix, as I normally also have some time to prepare presentations and meetings, writing blogs and learning new things.

The content of the meetings is very different from meeting to meeting

I talk to customers that are new to automation, and with those who are true experts that already have scaled and see automation as strategic in their digital transformation, so You can imagine that the topics are different. From how I should get started, which competence do I need, what processes are suited to automate, to discussions about how to get to a level where 25% of the work is done by digital workers.  

When I am lucky, I have Face2Face meetings. It can be running a workshop to help customers identify the total value of automation for a department, or it can be discussing how to scale automations in a specific organization. Many discussions are about value from automations, and how to measure and communicate the value.

Together with colleagues we discuss and demonstrate new functionality in Blue Prism, and examples of how to use the new functionality.

We also discuss how to lower the cost for the automation CoEs, it can be by automating operations, increasing the level of re-use, a more disciplined use of templates for development. We discuss organizational aspects on Intelligent information, who does what – should You for example have citizen developers in the business? What is a citizen developer? Should the Automation CoE also be responsible for Process Improvement? How should an organization work to augment the skills of the digital workforce? What is the best way to collaborate with the data & analytics team if the organization has such a team?

Many questions are also around technical and how to topics, like how to het help from support, where do I find Blue Prism training, how shall I plan my upgrade or if Blue Prism is affected by upgrades from Microsoft or Google

And how about results?

The success of our customers is our success, so when my customers deliver a lot of value back to the organization, automates new areas and processes or does things more efficient I am happy and feel successful. But the work is done by the customers themselves so the big question if I make an impact.

This is a question I keep asking myself – do I make a difference, and how? I believe that our customers value having a go-to person from Blue Prism to help them with different questions, and I also think that I manage to give ideas and inspiration to the CoE teams around different topics on how to scale. It is always good to share best practices and good examples to help others avoiding known mistakes. The more our customers know, the higher likelihood is it that they succeed!



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