Idiomatic team member feature: Kayla Nelson – Director of Customer Success

Idiomatic News

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Could you please tell us about your background and your current role?

I was born and raised in the Midwest where working for established companies was the natural move right after college. I worked in plumbing, printing, & forklift sales before I realized I wanted to do something a little more exciting. I was approached by our founder via LinkedIn and now I’ve been here over 4 years! Over the time I’ve been with Idiomatic, I’ve been able to do a lot of different roles and projects but I’ve always used my sales experience to create meaningful relationships with my clients.

What do you like most about your job?

My favorite part of the job is being able to talk to customers about how they want to use Idiomatic. Hearing their problems & ideas on how to solve them has been a crucial part of how the product has evolved, and I have the opportunity to facilitate that between the clients and our product team. The best part of my job is noticing a new feature one of our clients have released based on something they’ve discovered through Idiomatic.

How do you like to spend time outside of work?

When the weather is nice, I love to be outside as much as possible with my fiance. We like to hike, run with the dogs, and visit the Lake of the Ozarks with our families. When the weather isn’t so great, I’ll be on my couch reading a good thriller book or watching the Real Housewives.

As a Director of Customer Success, what’s an average work day like for you?

The majority of my day is spent communicating with clients and my team. I spend a lot of time communicating with our clients through Slack, demo calls, and quarterly business reviews. When I don’t have a client call, I spend time talking with the team on how their clients are doing and what problems they are facing. When I don’t have meetings, I am working on improving team processes, looking at our KPIs, and researching customer success best practices.

What’s your favorite Idiomatic feature and why?

My favorite OG feature is our customer segments feature. Lots of our clients get thousands of tickets a day and even with it organized via Idiomatic, it can be difficult to decide what to focus on. By using our customer segments feature, you are able to splice the data further so you can look at the data by customer attributes, specific sale periods, or by sentiment. This allows teams to make smart, strategic decisions on what to work on next. 

Although, we recently released our new Period over Period dashboard that allows you to visually compare data from different time periods and that might be my new favorite feature!

From your perspective, how does Idiomatic solve our customers’ challenges?

Idiomatic helps customers organize & categorize large amounts of data. Every client who comes to us has done this manually by looking at thousands of tickets and metadata in a spreadsheet trying to make sense of what their customers are saying. Idiomatic allows them to quickly and easily organize that data so they can spend more time focusing on making decisions based on what their customers are saying versus spending hours just trying to see what their customers are saying.

Is there a problem & solution that you’d love to work on in the future in the Customer Experience & Support space?

Customer support agents spend a lot of time doing tedious, manual work like tagging tickets or solving tickets that could be resolved with user education materials or automations. Customer support agents are the forefront of a company’s client base and play a vital role in customer perception. I’d love to continue to work in the customer support space to help those teams improve efficiencies so customer support agents feel supported and impactful to the company they work for.