Maintaining strong client relationships is crucial. At Fundipedia, the Customer Success team plays a pivotal role in ensuring clients extract maximum value from the Fundipedia Product Master, a data management and operational efficiency solution for asset managers.
We sat down with Sarah Bliss, Head of Customer Success, to explore how her team has become the backbone of client success and how she’s driving a real impact across the business.
Q: Sarah, can you tell us about your journey at Fundipedia?
I joined Fundipedia about four years ago, initially working with the Implementation Team. That role gave me a deep understanding of how our clients integrate the Product Master into their operations. After a few years, I transitioned to lead the Customer Success department, which has been shaped along with Sherree Tibbs, our Director of Operations.
Q: What exactly does the Customer Success team do?
At its core, our team ensures the smooth, day-to-day functioning of the Product Master for our clients. Once a client is fully onboarded, they transition from the implementation phase to our team. From that point on, we’re their go-to resource for any questions, issues or requests.
But it goes beyond support. We help clients explore new functionalities, optimise their use of the system and often identify opportunities for them to expand how they use our product. We’re a mix of problem solvers, trainers and trusted advisors.
Q: What makes your team different from a traditional support team?
It’s a common misconception that customer success is just glorified support. In reality, we’re much more than that.
Support is reactive – fixing issues as they arise. Customer success is proactive. We focus on building long-term relationships, understanding each client’s unique needs and ensuring they’re consistently gaining value from the Product Master.
For example, if a client is using one part of the system but could benefit from another, we flag that to other teams who could develop those opportunities. We also provide feedback to the product and engineering teams to improve the system, based on client input.
Maintaining client relationships
Sarah’s team of four works tirelessly to maintain strong, enduring relationships with Fundipedia’s asset management clients. The team might be small, but it’s making a big impact.
“We are the most consistent point of contact that clients have with Fundipedia,” Sarah explains. “From the moment they go live, we’re there with them, month after month, helping them navigate challenges and maximise their investment in our product.”
The team’s success is reflected in their impressive Customer Satisfaction (CSAT) score of 98% over the past year. Out of 217 satisfaction tickets submitted, nearly all received positive feedback. But Sarah emphasises that it’s not just about numbers.
“The real measure of success is client feedback. If they’re happy, they tell us. If they’re not, we would definitely know. Our goal is to ensure they see us as partners, not just another vendor.”
Debunking myths about customer services
Myth #1: Customer services is just a support function
It’s easy to see customer services as a reactive team that only steps in when something goes wrong. But Sarah’s team is far from that, which is why they’re called ‘Customer Success’.
They are proactive collaborators, working closely with clients to identify ways to optimise their experience. By staying involved in the client’s lifecycle, they bridge the gap between sales, implementation and engineering.
Myth #2: Customer services doesn’t drive revenue
Another misconception is that customer services doesn’t contribute to the bottom line. In reality, Sarah’s team plays a critical role in driving revenue by identifying opportunities and supporting new functionality rollouts.
“Our team has a direct impact on client retention,” Sarah notes. “Fundipedia has never lost a client, which is a testament to our collaborative approach. When clients trust us and continue to see value in the product, they’re more likely to expand their usage and recommend us to others.”
Collaboration across departments
Q: How does your team collaborate with other departments at Fundipedia?
Collaboration is at the heart of what we do. We work closely with the implementation team, who have an in-depth understanding of why and how each client uses the Product Master. This insight helps us support clients better once they transition to our team.
We also partner with the engineering team to address client feedback and implement improvements to the system. When clients suggest new features or ways to enhance the product, we bring those ideas to engineering and work together to make them happen.
In fact, the engineering team is the beating heart of Fundipedia. They make it possible for us to deliver on client needs and ensure the Product Master evolves to meet industry demands.
When a client requests new functionality or encounters a challenge, we collaborate with engineering to develop a solution. It’s a continuous cycle of learning and improvement and it’s incredibly rewarding to see a client’s idea become a reality.
Q: How do you ensure a seamless experience for clients across different teams?
It’s all about communication and coordination. We maintain regular touchpoints with all other departments to stay aligned on client needs.
For example, if a client needs additional training or support with a new feature, we coordinate with the implementation team to provide that. If there’s an opportunity to enhance the product, we work to prioritise and execute it.
Our goal is to provide a seamless, end-to-end experience for our clients, where they feel supported at every stage of their journey with Fundipedia.
Driving client success in asset management
Q: How does the Customer Success team address common challenges in the asset management industry?
The use of a Product Master in the asset management industry is complex, with challenges ranging from data discrepancies to reporting issues. Our job is to help clients navigate those challenges using the Fundipedia Product Master.
We often act as advisors, showing clients how others in the industry are using the system to gain a competitive edge. It’s a collaborative effort and clients appreciate having a partner who understands their pain points and can offer practical solutions.
Q: Can you share an example of how you’ve helped a client optimise their use of the Product Master?
One client struggled with integrating multiple data sources, which led to discrepancies in their reporting. Our team worked closely with them to identify the root cause and implement a solution that streamlined their data processes.
Once we resolved the immediate issue, we explored additional features within the Product Master that could further enhance their operations. It was a win-win – they improved their internal processes and we deepened our relationship with them.
Q: What’s next for your team?
We’re growing rapidly as Fundipedia continues to expand its client base and product offerings. One of my main priorities is to scale the team while maintaining our high standards of client support and satisfaction.
We’re also looking at ways to use technology to enhance the client experience, from data analytics to more personalised support solutions.
Q: What’s your vision for the team in the next few years?
I want our team to be seen as strategic partners by our clients, not just a support function. After all, we’re the first call they make when they need advice, solutions or guidance on using the Product Master to its full potential.
Internally, I’m focused on building a team culture where everyone feels valued, fulfilled and excited about their work. A happy, engaged team translates to happy clients and that’s ultimately what drives success.
Q: What’s the ultimate measure of success for your team?
It’s when clients come back to us and say:
“We want more.”
More functionality, more features, more ways to integrate the Product Master into their business.
When clients proactively seek our help to expand their use of the system, it shows that they trust us and see us as an integral part of their success. That’s the ultimate win for us.
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Click here to connect with Sarah on Linkedin