Our 'Humans of Wise-Sync' are the super-skilled and passionate ninjas behind the scenes, the warriors that champion to put our customers above and beyond, to enable one seamless sync after the next - the A1 team that makes the dream work. Next up, meet our Product Support Team Lead, Suzette!
Q: Suzette, can you tell us a little bit about your journey here at Wise-Sync, and what attracted you to the role?
Suzette: I've been here three years already! We started with a very small team here in Manila, where everybody wears multiple hats. In the beginning, we tried to learn by ourselves - since then, we've underwent training, and that's how we've grown to be the ninjas that we are today.
Even now that I'm in my third year, I'm still learning new things at Wise-Sync. It's also the people who are supporting you, especially PMac, that was the best training ever - having been trained by our CEO himself, along with the rest of the team, especially our Customer Success Managers (CSMs) whom I work closely with, everyone is so supportive. When I first started, Freddy, our Customer Engagement Manager, also started around the same time as me - back then, we were supporting all of our clients side-by-side, which allowed for a lot of growth to come.
I started at Wise-Sync as a Product Associate, there were only three of us at the time. From there, I had to train all of our new product associates, where I was later appointed the new role of Product Support Team Lead. I continue to train all of our new product support ninjas, and it's always exciting because all of the knowledge and information that's been transferred to me, I'm then able to transfer it to our team and help them with their journey as well - so that's how it started, and the rest is history!
Q: What does being a ninja mean to you?
Suzette: Being a ninja means being able to give solutions to our partners, to provide them or educate them with the best practices that we have in order to help them with their accounting issues, and to also give feedback to our team, especially our product team, on how we can enhance our product - that's how I'm looking at myself as a ninja.
Q: What do you love most about your role?
Suzette: And of course, getting positive feedback from our customers on how amazing the team is. We're the front line of Wise-Sync, so having that positive feedback coming from our partners, is really heartwarming, and I feel so lucky to be part of this company.
Also, being able to bring more positive ideas to the team - I really love how we're able to help our product, engineering and development teams with various issues in order to help them with investigations; we're also able to provide workarounds for our partners. So again, that's another part of what I love most about Wise-Sync, it's the everyday learning experience because it's always exciting!
Q: How have you witnessed Wise-Sync and Wise-Pay grow in the three years that you've been at the company?
Suzette: I think the best indicator of our growth, would be the launch of our New Payment Experience (NPE). In all of the years that I've worked at Wise-Sync, we would receive requests from partners for a new payment experience and at the time, the only thing we were able to respond with was, "we have it on our backlog." We were just endorsing ticket requests for our team, but now it's all happening! We have a NPE, it's been implemented, and Wise-Sync and Wise-Pay just keep growing -
The payers that we have right now, the number of partners that have already signed up and are using our platform, it's a really big number compared to three years ago! And how our team has grown, we're just expanding!
Q: What do you look forward to? How do you see the future of the company evolving?
Suzette: Looking at the future, I think definitely getting those 15 million payers, and getting more ninjas in our team, especially with the product support ninjas, because we'll be supporting a lot more people! So, I'm seeing our major goal come to fruition within the next five years; we'll be having more ninjas onboard - that's where we're headed.
Q: As customer success is at the heart of everything we do, what does true customer success look like to you?
Suzette: It's hearing our partners' issues, resolving them, and also being able to genuinely listen to them with all of their inputs on how we can improve our product; even the small things that could potentially be a future feature request, and just really helping them and attending to their issues - for me, that's true customer success.
Q: Are there any motivational quotes or words of wisdom that you live by?
Suzette: I do, it's "All izz well," which comes from my favourite movie, a Bollywood film called 3 Idiots. Everyday, we have challenges that come along - and we cannot skip that part, so it just reminds me, and it motivates me, to do my best for that day, and everything will go well because all is well.
Q: We know you love music! Is there any given song that you're listening to on heavy rotation these days?
Suzette: I play a lot of random music, a mix of local and foreign singers, but I have this one song called "True Colors" by Justin Timberlake and Anna Kendrick, it's a cover of Cyndi Lauper's "True Colors." I just love that song, especially the line, "Don't be discouraged, oh I realise / It's hard to take courage," I love songs that are very motivational.
Q: How does listening to motivational music help you within your role?
Suzette: There are challenges, some days are very stressful, so whenever I'm feeling stress from these challenging moments, these motivational words, whether it's hearing these songs or recalling that motivational quote I mentioned earlier, they remind me, that the stress isn't permanent; things will be better, everything is well.
I have a lot of motivational quotes, I actually have the saying 'Do What You Love' as my display background picture, so before starting work, I remind myself -
Q: If somebody said you had to pick one place to live for the rest of your life, which place would it be?
Suzette: Somewhere near the beach! It's really peaceful and I lose track of time when I'm at the beach, it just feels like the clock stops - there's a specific place here in our province, and whenever I go there, the day just becomes longer - there's no signal, it just feels so peaceful there.
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