thebiginterview
The value of adding value
PCR speaks with Pyramid Analytics’ vice president of global customer success, Hayley Munro, about taking on this newly created role of unifying company-wide management of the customer experience.
Can you tell us a bit more about yourself and your professional background within the channel? Before my appointment at Pyramid Analytics, I had significant exposure to working effectively within the channel, which has nurtured the successful strategies I use at Pyramid. My most notable roles were as FICO’s managing director and vice president of global customer success and as Medallia’s senior vice president for EMEA, a provider of a SaaS platform for customer, employee, citizen, and patient experience management. Tese experiences have developed my technical knowledge and ability to create mutually productive relationships with channel customers. In addition, part of my professional success can be owed to my personal adventures away from the office desk. Alongside my work, I have travelled extensively, meeting people
from different cultures and backgrounds. Tese cross-cultural encounters are not only personally rewarding but help me to build high-performing teams globally, thereby deepening my understanding of how diverse stakeholders function in day-to-day activities and how to create inclusive working environments for all. My professional and personal experience will aid in the drive to put the customer at the heart of Pyramid.
As the new vice president of global customer success, how do you plan to drive the business forward? Right now, Pyramid Analytics is in its growth period, a time when customer success is incredibly vital and expansion of the customer base is front of mind. Yet, this aim and my appointment come at a challenging time given the economic strains many customers and businesses face. Many customers will be reviewing their cost bases, so the customer success team at Pyramid makes every effort to show it is adding value to each customer relationship. Pyramid Analytics tries to add value to every inch of the customers’
journeys, whether new or existing. For both types of customers, it is about sitting down and having those strategic conversations with them, showing customers use cases of the platform, and working
18 | March 2023
with them to understand what their priorities are and how they are changing. By really understanding what our customer needs, Pyramid can personalise every encounter and every journey.
What was the catalyst for this creating this role? Oſten, it’s hard to pinpoint an exact catalyst for an appointment. But I genuinely believe that this role was created to establish unified, company-wide management of this critical function and to focus on expanding our existing customer relationships. Customers need smooth sailing and a personalised journey with Pyramid, so creating a cohesive customer success team with a shared purpose is vital. Tis requires improving collaboration across internal functions
and workforces. Take, for example, sales and customer success teams working closely together, especially during customer onboarding periods. To ensure that these separate teams are working effectively, it’s important to identify each team’s aims and how to work together. Tis role will help to establish a well-oiled machine across the Pyramid Analytics teams and time zones, ensuring customers have the best experience no matter where they are located.
What’s the key to successful customer operations? Tere’s no one-size-fits-all when it comes to successful customer operations. Each organisation has different aims for its customer success teams. For example, is the strategy to focus on keeping current customers happy or expanding the customer base? Tese different emphases dictate what the key is to successful customer operations. For Pyramid right now, a key goal is to expand our existing
customer base. Terefore, the customer success team is looking to work on strengthening our relationships and deepening our engagement at all stages of the customer life cycle, with a view to helping our customers identify additional uses of Pyramid and helping our customers build their Pyramid user communities. We are looking at our onboarding process, aiming to make it as easy as possible for as many of our customers’ users to be up and running with Pyramid as quickly as possible.
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