FastSpring’s Employee Spotlight is a Q&A series that features the hardworking, intelligent, and fun people that make FastSpring great. Get to know the fantastic team behind the ecommerce platform!
In this post, we’re featuring our Senior Customer Success Manager, Kelsey Hutchison!
What is your role at FastSpring?
I work with our enterprise customer base. I help them innovate, strategize, and discuss best practices each year. I act as an internal customer advocate, so if a customer does have priorities, I make sure we as a company, know what those priorities are. I also have to make sure to keep a pulse on where the industry is going for our customers as it changes and evolves.
You were recently promoted from Customer Success Manager to Senior Customer Success Manager, how are you liking your new role?
It was actually a fairly easy transition to step into because it shares a lot of similarities with my previous role. We had a need in my department for me to take on some more accounts, which eventually lead to my Senior Management role. I definitely like the position since I’ve always really enjoyed working with people.
Has it been challenging to perform your role during this remote work time due to COVID-19?
I feel really lucky to work at a company that was able to go fully remote with such a seamless transition because we have always had a company that’s supportive of remote work.
What did you do before FastSpring/How did you get to where you are today?
I originally went through a support role at a tech company that gave me experience in a lot of different areas, and once I found Customer Success, I knew it was the direction I wanted to pursue.
What inspired you to join FastSpring?
I took this job because I wanted to be challenged, grow, and learn more. When I first met Marina de la Torre, the VP of Customer Success, she was a huge factor in me taking the role because I knew I could learn a ton from her, and she’s been really supportive and very trusting. I just had a good feeling about her being my mentor from the start.
What made you passionate about joining the CS world?
I was a psychology major in college, and I’ve always liked helping people to innovate and to have those types of deep conversations. I really enjoy building these long-lasting relationships in my role that don’t just go on for a little while but exist as long as they’re with FastSpring. It’s kind of cool because I feel like I truly succeed when they succeed.
What does a typical day look like for Kelsey at FastSpring?
I definitely don’t have routine days. Some days I have meetings with customers over the entire day, and sometimes I meet with product to discuss new innovations, so it depends on the need that the customers have. It’s definitely a unique situation right now because this pandemic is impacting all of our customers, and it’s our job to support them and help them still make 2020 a really successful year.
What excites you every day working at FastSpring?
I like the stage where our company is at because I’m able to work on a lot of different aspects of my department and I’ve always been drawn to companies like FastSpring.
Describe a favorite memory of your time at FastSpring.
It might sound funny, but playing ping pong has been some of my favorite memories here. I love that we not only work hard but also are the company that will take 10-15 minutes to destress for a little bit before you go back to work.
What are your favorite hobbies and activities outside of work?
Well, since we are staying at home right now, I’ve gotten into board games recently. But normally, I love going to the beach and meditating.
What is a fun fact most people may not know about you?
I was born in Hong Kong and grew up traveling a lot. I actually lived in Australia for eight years, and I was able to meet Muhammed Ali at the 2000 Summer Olympics in Sydney, Australia.