Here at Kipsu, we pride ourselves on our diligent, hands-on customer success team. The customer success team makes up the largest sector at Kipsu, which reflects the weight we place on the success and support of our partners. One of our Kipsu Core Values is "Think Customer First", which we take very seriously through our 24 hour support, personalized on-boarding, and engagement experience. We wanted to take a moment to highlight a few of our incredible customer success team members, Becca Heupel, Alex Buddington and Kira Taylor, and learn more about what drives them to keep providing the best service they can to our wonderful partners.

What do you like most about your Customer Success role at Kipsu?

My favorite part is the connection I get to create with our customers as we help guide and maximize their use of Kipsu. I enjoy the opportunity to find ways to make Kipsu an easy and efficient tool for our customers. Every customer is different, which means with every interaction I get to learn something new!

What was a memorable moment assisting a Kipsu partner?

A memorable moment for me was when I helped a customer that was having difficulties using Kipsu with a reading magnifier solution. We had exhausted so many troubleshooting steps yet could not figure out how to solve the problem. We started thinking further outside the box and through constant communication with the customer, we were ultimately able to solve the issue. What made this so memorable was seeing the customer’s gratefulness when they were able to use Kipsu successfully. A major reason I love my job is the ability to help people. And every time we can solve a customer’s problem, I believe we are making their life a little easier, as in this example.

What does the Kipsu Core Value “Think Customer First” mean to you?

“Think customer first” to me means putting yourself in each customer's shoes. This requires asking such questions as ”What would the customer want?”, ”How will this impact the customer?”, or “What can we do to make this easier for the customer?” when looking at any situation. At Kipsu, we always want to do what is best for the customer and to achieve that we must put ourselves in the mindset of the customer first, not the company. Having "think customer first" as a Kipsu core value is what I believe has allowed us to create such strong relationships with our customers.

How does the Kipsu support team differ from other support teams you have been part of?

There are certainly a few differences! Kipsu takes on a team-oriented approach to help our customers, which allows us to make sure we support our customers from all angles - as timely as possible. Additionally, the Kipsu Support team puts a major importance on attention-to-detail. We want to make sure we do everything possible to solve each customer's issues. The attention to detail is our focus on making sure every customer is communicated with and followed up on from the initial conversation to when we resolve their problem.

Meet Alex Buddington, one of our amazing Kipsu on-boarding and training leaders. Alex has been at Kipsu for about a year and half now, coming from the Career Center at Carlson School of Business. Read how Alex truly embodies the "Think Customer First" mindset.

Being on the front lines with our customers! We play a unique role in that we get to make sure our customers are successful with Kipsu. We get to hear about all of the ways that Kipsu helps our partners on a daily basis. We get to capture their feedback and use it to improve our product every day.

What was a memorable moment assisting a Kipsu partner?

Being able to train a team onsite in Telluride, CO. We always love training customer partners in person when we can, but it was extra special being able to travel to a luxury hotel in a ski town!

What does the Kipsu Core Value “Think Customer First” mean to you?

It means that we put the needs of our customers above our own. Their problems are our problems. When they're happy, we are happy. When they need help, we'll do whatever we can to make it right for them.

How does the Kipsu support team differ from other support teams you have been part of?

The commitment to teamwork is real. We know we're all in this together so we all support each other in any way that we can. Everyone is an equal player and everyone is committed to making each other successful.

Meet Kira Taylor, another one of our amazing Kipsu on-boarding and training leaders. Kira just celebrated her one year anniversary at Kipsu and has been kicking butt! Read more about how Kira goes out of her way to always make sure the customer is happy and excelling with Kipsu.

As a Customer Success Rep at Kipsu, I like being able to help hotels achieve their goals and enhance their guest's experience. I'm happy when they're happy and seeing value out of the product. I also like that I have the autonomy to help our customers in the way that works best for them.

What was a memorable moment assisting a Kipsu partner?

My most memorable experiences occur when a customer is handed off to me, and they have a few reservations about Kipsu. I love when the customer starts using Kipsu and very quickly sees value out of it and realizes how easy and effective it is. Sometimes all it takes is a shift in your mindset and then everything clicks into place.

What does the Kipsu Core Value “Think Customer First” mean to you?

The value "think customer first", to me means basing all of my decisions at work on what is best for the customer. Of course that is subjective, but I attempt to enter the mindset of our customers as much as I can.

How does the Kipsu support team differ from other support teams you have been part of?

This is the first Support team that I have been a part of, however, I love that my colleagues are always available to support me when necessary. Even though I might be the only person on support for the weekend, I don't feel alone because I know that if I need anything, my colleagues are a quick message away.