Helping agents get the most out of the Terminal quoting software with the best possible experience

1. Many of our Terminal users are familiar with your name as the go-to source for Terminal support and the author of the majority of our Help pages that help improve customer experience. But many may not know you are Bold Penguin’s Director of Customer Success. Can you give us a quick overview of the responsibilities that fall under your purview?

First of all, I apologize for how many times our users may see my face when using the Terminal. My joke amongst my team is that I am waiting for the day when I am approached at the grocery store because someone recognizes me from their Bold Penguin Terminal. THAT will be the peak of my career! 

All kidding aside, it is a joy and an honor to be the Director of Customer Success at Bold Penguin and help agents be more successful in the commercial space. I was an agent in my former life, so I truly understand how nuanced commercial insurance can be and how best to improve customer experiences. So, it is wonderful to be a part of making it easier and more profitable for our agency partners. 

As the Director of Customer Success, I lead a team of Customer Success Managers (or CSMs) who guide our agency partners through the onboarding process and beyond, helping them understand and adopt the Terminal so that they can be as successful as possible. Simply put, our goal is to help our agents achieve their goals with the Bold Penguin Terminal. 

We also have an amazing Support team that falls under my purview. Led by a Support Supervisor, these team members are the firefighting penguins behind the scenes. If an agent has ever used our live chat or emailed us, they are the first to try to answer the question or resolve the issue to improve their customer experience. 

2. Every Terminal user has a dedicated customer success manager (CSM). How does that improve customer experiences and differentiate Bold Penguin from its competitors?

We are focused on the customer’s experience, and to do that, we want to talk with our customers and build relationships with them. We can only do that if we have a dedicated CSM assigned to every account. Again, our goal is to guide our agency partners in achieving their goals; to understand those goals and any possible points of friction, we need to understand our agents’ unique business needs. 

I would encourage agents to reach out to us if they do not know their CSM. We will get you in contact with them. In turn, I would urge our agents to provide feedback. We want to know the good, the bad, and the ugly (hopefully, there’s not too much ugly)! The only way we can tackle issues, smooth those points of friction, and improve customer experiences is to know about and understand the unique challenges of each agent. Although we may not always have an immediate answer or solution, we can at least get the issue in front of the right people. 

3. What is the most rewarding aspect of your job as Director of Customer Success?

Must I pick just one? I love my amazing team. They work so incredibly hard to help our customers. It can be a thankless job some days, as my team can be on the receiving end of some heightened emotions. 

However, their hearts are truly in it for our customers. So, it’s such a rewarding feeling to hear a CSM recount how they just received an email from an agent in celebration after binding a policy with one of our market access carriers, or when they receive a fun life update from another that is completely non-work-related! It’s those little moments where we get to improve a customer experience, celebrate with our agents, and be part of those milestones that make all the difference.

BONUS QUESTION: I see you have been deeply involved with Nationwide Children’s Hospital in Columbus, OH, for several years. What is it about that volunteer experience that keeps you motivated and coming back?

I just completed my term as the President of the Development Board of Nationwide Children’s Hospital. I joined the Board years ago as a way to get more involved in the community and I was drawn to the Board’s purpose. However, its mission became even more important when my twins were born 10 weeks early, and thus, spent quite a bit of time in the NICU. The nurses and doctors were absolutely incredible. I cannot begin to thank them enough.

Join the conversation on LinkedIn or contact us to learn more