Ep#10: Distinctive Customer Success Operations at Swiftly ft. Maranda Dziekoński (Chief Customer Officer, Swiftly)

In this episode, Adil Saleh chats with Maranda Dziekoński, Chief Customer Officer at Swiftly, Inc. a big data SaaS platform helping cities with public transit. and a Podcast Host from There To Here. Maranda shares her journey of how she ended up being one of the Top 25 Customer Success Influencers. The conversation revolves around Maranda’s process and CS teams at Swiftly. The podcast uncovers Maranda’s perspective on CS operations in general. The podcast starts with a discussion around Swiftly as an organization and Maranda’s experience in building Customer Success teams for diverse start-ups. Moving forward, Maranda shares what kind of tools and resources CSMs at Swiftly leverage to manage the influx of transport and databases in the busy cities while managing millions of data points. Swiftly has a standalone team for Onboarding and implementation. Besides that, the role of the Customer Success team is to focus on ROI and share progress with key stakeholders. Moreover, they have peeled off Renewals and tech support and have added the last layer of CS ops Umbrella. The final layer is to help manage it and help CSMs operate strategically. She further shared, that CSM to account ratio is an art, not science, for Swiftly’s Customer Success team as customers are Segmented at Swiftly based on revenue and account complexity. Moreover, another angle to Customer Segmentation at Swiftly is the region-wise segmentation plan which has impacted significantly. The Customer Success department at Swiftly leverages data analytics to make efficient decisions. They leverage resources and tools, including GainSight, Segment, Intercom, and Google data studio. CSMs leverage various metrics at Swiftly to measure and track their health score. As the conversation progresses, we learned how working with government entities differs and how insignificant external signals or data sources can become while achieving customer success goals. Maranda shared some powerful nuggets on how Swiftly is taking steps to make data-driven public transit an easy to execute the job in various cities and expanding its operations worldwide.