This month, we are proud to recognize Rita Abu Chakra as the recipient of the Customer Success Rising Star award. Rita’s unwavering dedication and outstanding performance in ensuring our customers’ success have made her an exemplary figure within our team. Her journey is a testament to her commitment to excellence and her passion for making a positive impact. Today, we dive deeper into her story and the key moments that have shaped her career.
1. In what ways has the company culture at A2Z Media Group positively impacted you and your profession?
Rita: “The company’s culture has greatly boosted my personal and professional growth. The focus on open communication and teamwork allows everyone to share ideas and feedback, creating a sense of belonging and collective responsibility. This supportive environment has helped me become even more patient and understanding. Learning from my colleagues has improved my ability to see different perspectives, which is key to solving customer issues. Additionally, the emphasis on continuous learning and improvement at A2Z Media has been vital to my development. We see mistakes as learning opportunities, which has taught me to accept and use criticism positively. This approach has not only improved my technical skills but also enhanced my emotional intelligence, making me more empathetic and responsive to customer needs.”
2. Can you share a specific skill or approach that has been crucial to your success in customer success management?
Rita: “One specific approach that has been crucial to my success in customer success management is the practice of active listening and observation. By truly listening to our customers and observing their interactions, I can gain deeper insights into their needs, preferences, and pain points. This approach allows me to tailor solutions that are not only effective but also resonate with our customers on a personal level. Another critical skill is the ability to remain calm and patient under pressure, which is often the case in agency life. Customer success often involves dealing with challenging situations, overstressed colleagues, and dissatisfied customers. Maintaining a calm demeanor and approaching each situation with patience helps in solving conflicts and finding constructive solutions. This not only helps in resolving the immediate issue but also in building long-term trust and loyalty with customers and with team members.”
3. What advice would you give to someone looking to start or advance their career in customer success?
Rita: “My foremost advice would be to be a sponge, absorb as much knowledge and experience as you can from every interaction. Whether it’s learning from your own mistakes, observing successful strategies used by others, or accepting constructive criticism, always be open to learning and growing. Another key piece of advice is to develop a thick skin and take nothing personally. Customer success can be a demanding field, and it’s essential to separate personal feelings from professional interactions. Finally, building strong relationships both with customers and within your company is crucial. Customer success is a team effort, and leveraging the collective expertise and support of your colleagues can significantly enhance your effectiveness. In this job, we encounter various characters and behaviors. By observing, being a team player, and committing to the success of the company and clients, you can achieve great success for yourself and others.”
