By Marshall Robertson
Background & Inspiration:
1. What inspired you to join Activitar and how long have you been with the company?
I have been with the Activitar team for 6 years and 1 month so far. The intense enthusiasm and passion that poured out of Pierre as he introduced Activitar to me inspired me to join the team.
I started out as a trainee system consultant and progressed soon to system consultant and thereafter I was promoted to the role of principal system Consultant for Activitar. Most recently I have taken on the role of customer success manager of our group, but I still function in the role of principal system consultant as well.
2. How does your background influence your approach to lead the support team within the company?
My background in marketing management and my experience running a polo shop independently have equipped me with a variety of skills. Through my experience at Activitar I have grown in my abilities to lead. These experiences have honed my ability to manage operations, solve problems, and drive results, all of which are required of me in a leadership role at the company.
Growing up in a large family, and working in a diverse team such as Activitar, I have developed strong interpersonal skills and an appreciation for every member of the team. This enables me to effectively manage and support the team, ensuring that each member feels valued and understood.
My leadership style is grounded in humility and a genuine desire to help others succeed. I lead by influence, fostering an environment where team members are encouraged to reach their full potential.
Scaling support & Technical Expertise
3. How do you envision scaling the support team to meet the demands of a rapidly growing customer base while maintaining high-quality service levels?
I plan to focus on several key initiatives.
Firstly, maintaining a strong team culture will be essential for improving efficiency and productivity as the support team continues to grow.
Secondly, I aim to reduce the volume of support queries through comprehensive knowledge base projects. Making self-service knowledge more accessible to our suppliers will empower them to find solutions independently. Simplifying procedures and enhancing our pre-formulated responses will further benefit the customer experience.
Additionally, I am allocating significant time and resources to internal training programs, ensuring continuous improvement and development for the entire team. Which will ensure they handle customer queries more effectively through onboarding and the support cycle.
Through these strategies, we will be well-positioned to maintain high-quality service levels as our customer base grows.
4. How do you foster collaboration between the support, product, and development teams to product enhancements and innovations?
The process we follow in Activitar is that there is a regular flow of information between support and the product division. My task is to ensure that the customer’s business requirements are very well understood and communicated to the product team. I also give a perspective on the urgency and business impact of the request.
The product team interfaces with the software engineers to scope the project and then it will get prioritized for implementation together with all the ongoing projects. We have regular meetings with the product team where we keep each other informed on customer needs and project progress.
Customer Empathy
5. How do you foster a culture of empathy within the support team, ensuring the team truly understands the unique challenges and needs of tour and activity operators?
We emphasize the importance of listening to understand the unique challenges and needs of tour and activity operators. We maintain open communication channels to promptly address any uncertainties and ensure clarity in our interactions.
In-depth product knowledge and a strong understanding of the industry are crucial. By equipping our team with comprehensive knowledge, we enhance our ability to effectively assist and support our suppliers. This approach ensures that our team can empathize with and address the specific concerns of our operators leading to customer satisfaction.
6. How do you cultivate a forward-thinking team culture where support agents not only resolve current issues but also actively anticipate and prevent potential problems?
To cultivate a forward-thinking team culture, we emphasize the importance of attention to detail and proactive engagement. When addressing a specific query, our support agents thoroughly review the entire account, identifying any potential issues or incorrect setups. By reaching out to suppliers to rectify these matters proactively, we can prevent future problems and reduce the number of incoming queries.
This proactive approach ensures that our team not only resolves current issues but also anticipates and prevents potential problems, fostering a culture of continuous improvement and exceptional service.
Leadership & Team Dynamics:
7. What leadership qualities do you consider most crucial for fostering a high-performing and motivated support team?
Humility, accountability, integrity, empathy, communication, resilience, and empowerment of others.
8. How do you foster a sense of ownership and autonomy within your support team, while ensuring they have the resources and guidance necessary to succeed?
To foster a sense of ownership and autonomy within the support team, I encourage accountability. I aim to empower team members to feel confident in their roles and decisions.
Future Outlook & Personal Connection:
9. What aspects of Activitar’s growth are you particularly excited about for the future?
I’m excited about growing our market by entering entirely new markets (internationally). We are currently serving customers in nine countries and more markets are warming to our product.
10. What activities do you enjoy doing outside of work?
Spending time with my family by exploring wine farms, doing sightseeing tours, and indulging in anything adventurous together. But what I enjoy most is spending time with my little ones so all activities that include them.