In today’s competitive business landscape, understanding clients’ needs and providing customized solutions is crucial for long-term success. At Cuebiq, we pride ourselves on having a dedicated and experienced Customer Success Team that goes above and beyond to support three of our core values for excellent customer service: ensuring client satisfaction, sharing industry knowledge, and building great relationships.
Meet The Team
As our clients know, Cuebiq CSMs possess an impressive wealth of knowledge and expertise, enabling them to provide valuable insights and solutions to our clients. Thanks to their proficiency in our products and services, they’re able to anticipate client needs and deliver proactive solutions—often even before the clients ask.
We recently sat down with Jessy, Tess, Marissa, and Julie, four exceptional Customer Success Managers (CSMs) and discussed their priorities, process, and favorite parts about working with clients. With a combined experience of 17+ years here at Cuebiq, it’s safe to say these CSMs know their stuff!
1. Client Satisfaction
When asked about the most important part of their job, all four CSMs agreed that it is ensuring the satisfaction of their clients.
Jessy: I feel my day has been a success if my clients have found value in our product. By being proactive about positive campaign results, industry updates, and upcoming product launches, I ensure our clients see us as partners.
Marissa: Definitely client satisfaction! It’s my goal with every campaign that Cuebiq be the easiest partner to deal with. I aim to help our clients—not add to their workload!
Julie: Agreed. It’s also important to me that clients recognize the true impact of their advertising campaigns and understand how their media is driving visits to their stores. Location is a powerful tool and it’s my job to ensure our clients are getting the most value out of this data.
2. Industry Knowledge
In addition to their exceptional customer service skills, our CSMs are data-driven, highly experienced professionals in the AdTech industry. They are skilled at measuring the success of their programs through metrics such as Uplift, Incrementality and cost per store visit.
Tess: I make sure that our clients have a deep understanding of Cuebiq’s products and how we differentiate in the space. This allows me to create trust with our clients and helps me identify opportunities for the client to get the most value from Cuebiq as possible.
Julie: It’s important to me that clients recognize the true impact of their advertising campaigns and understand how their media is driving visits to their stores. Location is a powerful tool and it’s my job to ensure our clients are getting the most value out of this data.
3. Building Strong Relationships
At Cuebiq, we believe that building strong relationships, both internally and externally, is essential for success. Our CSMs work together to understand each clients’ data and business goals, foster transparent communication about needs and expectations, and establish trust through enthusiastic support.
Julie: It’s important to me to build relationships with my clients and create true partnerships between us. My clients know they can reach out to me at any time and get a fast response, whether it’s a quick question or a complex request.
Marissa: I try to be as reliable and responsive as possible. Whether that means answering emails or scheduling calls quickly, I’m always willing to talk through questions or set up.
Tess: I think our proactive communication is something that makes the Cuebiq team stand out. We always aim to be proactive rather than reactive by ensuring clients have a good understanding of our product and recommending ways to help their campaigns succeed!
Jessy: We each have over 25 clients that we speak to nearly every day, but we work hard to make each one feel like they’re the only client. In fact, we once had a major OOH client ask if they were our only client because of the high level of service they were receiving!
It’s clear that our CSMs are passionate about their work and dedicated to helping their clients succeed. Our team sets the industry standard for excellence—combining their extensive knowledge, proactive customer service, data-driven expertise, and strong client relationships to build invaluable partnerships with dozens of clients. If you would like to be connected with someone, please do not hesitate to reach out to our team, or check out the full interview here.
