Updated: May 18
Customer Success Hero | MELISSA JURKOIC
We want to create happy users on the other side of this and reduce that time-to-joy.
Starting off her career as an engineer, Melissa later transitioned into more Product Management roles looking to bridge the gap between the technical side and the business side of work. This is where she began to gain perspective on customer experience and understanding not just the ‘how’ but also the ‘what’ and the ‘why’ behind what she was building. This search led her to the role at Addapptation, a low-code app platform that empowers anyone to build enterprise-grade applications and go from prototype to product with ease.
Melissa Jurkoic - Chief Customer Experience Officer,
WHY MELISSA IS A CUSTOMER SUCCESS HERO
From building the Customer Success organization at Addapptation, to streamlining processes and owning the strategy around customer requirements, Melissa brings the human touch to technology. Consistently looking to set the customer up for success, she works to not only build a connection but work through pain points by breaking old patterns and scale their experience. Melissa has worked with her team to shift the mindset to leverage the experience of building apps on their platform rather than solely on the services they provide.
For this we shine our CS Hero Spotlight on Melissa! We asked her a few questions on how she brought about this change.
HOW DO YOU RUN THROUGH THE ONBOARDING PROCESS?
Addapptation worked on a big evolution of the onboarding process last year; we were initially heavy on the services side of the business with onboarding really working like a service where we're building on behalf of our customers, similar to how people treat strategic accounts where it’s more of a ‘white glove’ service. We were doing everything for our customers…but now we are transitioning to a self-service model. We believe customer success begins with a great product that is simple and thrives when technology is just an extension of the end-user experience.