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Q&A with Jemma, Client Sucess Manager

Jemma, our Client Success Manager talks with us today about her role at the PxHub, how she got into her job role and what advice she would give others interested in client management. Are you a foodie? Find out what Italian dish Jemma would choose to eat every day if she had to!

Today, we talk with our Client Sucess Manager, Jemma, to find out more about her job role at the PxHub and why she does what he does.  

What do you do for The People Experience hub?  

I''m Jemma, and I am the Client Success Manager for The People Experience Hub; I manage all of our Clients Accounts, and we are getting more every day. (Well done, Sales!) I make sure that the customer success team prioritises the customer''s needs and goals. That''s why a customer-first strategy is essential for businesses, regardless of the industry they belong to. 

My top six. (Although there are plenty more!) 

  1. Advocate for the company.
  2. Onboard new customers.
  3. Follow up on renewals.
  4. Encourage upsells and cross-sells.
  5. Build relationships between customers and the support team.
  6. Be the voice of the customer.

As well as spinning plates for our amazing clients, I try and take of the team here at PXHub; I love helping people and being someone who can lend an ear if you need it.  

How did you get into doing what you do now? 

I have always been in the events industry; I have been an Events Manager as well as a Wedding Planner/ Coordinator for most of my working life. However, the pandemic changed all of that and I found my home with The People Experience Hub as their CSM. Customer service is where I have always been, whether it’s the events industry or HR, I love it.  

What advice would you give to someone starting in your industry?  

Keep learning, you never know everything. Also give whatever you’re doing 100%, people can tell when your heart isn’t truly in it, you should love what you do.  

You have to sing karaoke, what song do you pick? 

There are a lot of songs out there that don''t make sense, but make you feel good when you sing along to them, Macklemore’s Can’t Hold Us’ is one of them or Bohemian Rhapsody by Queen. (‘Bismillah! No, we will not let you go!’ ‘Let him go!’) 

Which actor/actress would you want to play you in the movie about your life? 

Probably Emilia Clarke (from Game of Thrones, Me before you and Last Christmas) She’s quirky and hilarious and I think she would play my weirdness well.  

If you had to eat one meal every day for the rest of your life, what would it be? 

 Carbonara… because, well… it’s an amazing creamy pasta. I’m a sucker for great Italian food. 

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