Meet our Customer Team
“Think like the customer”
We live our values in sales, support, and success, and especially our value “Think like the Customer” is dear to us. Our approach is centered around helping every customer truly understand Small Improvements and its capabilities, so you can foster a healthy culture of ongoing feedback in your organization.
Our sales team provides you with deep one-on-one demos, and answers all questions you might have upfront. Knowing our platform and the performance space is like a second language for us, and we’re ready with insight when you need it.
Obviously not every product is right for every organization. So if Small Improvements is not the solution to your challenge, then we’re happy to tell you so. We’re looking for long-term partners, and you’ll definitely notice the difference when engaging with our team.
Our customer success team is your strategic partner working 1:1 with you to ensure you realize your goals and that you have confidence in the tool. In order to do so, we’ll set up an onboarding call via screen sharing to ensure your roll out is as successful as can be. During this, we’ll talk about your timing, cycle and integration set-up, as well as adding your users.
Ongoing, we hope that you reach out to us with questions about the tool or suggestions you think would improve the tool. Afterall, we live by our name, small improvements! And if we don’t hear from you, you’ll hear from us – we made it a habit to reach out twice a year on average to share the latest product news and ask for your feedback.
Our support team is core to our customer happiness and retention strategy. We pride ourselves in quick turnaround and in-depth solutions. If we can’t answer a question immediately, we’ll ask the development team for help the same day. And if it’s complicated, we’re happy to pick up the phone or even set up a screensharing session to get to the core of a problem as efficiently as possible.
“I’m at my third start-up and have been a Si customer for over 3 years now. I have been consistently impressed with the speed and simplicity of the support provided.“
VP of People, Dashlane
“The tool is fun to work with, the Small Improvements team is fun to work with, it just increases my happiness!”
Head of Culture and People Operations, Marley Spoon
Meet the team
Marcus Nolan, Berlin
After graduating from Trinity College Dublin, Marcus moved to Berlin to join the Customer Success team in June 2017. He’s a keen hiker, funky shirt wearer and ambient lighting enthusiast. Fun fact: When he was 10 years old, Marcus competed in the Boys Under 11’s category in the World Irish Dancing Championships, finishing in 9th place.
Abbey Sloss, Pittsburg
Abbey has spent the majority of her career in both sales and support roles for life sciences organizations. The newest member of our customer team; she joined Small Improvements in the summer of 2018. A self-proclaimed homebody, when not at work she is usually spending time with her family or reading anything historical fiction.
Ginny joined Small Improvements in December 2018 after working in e-commerce customer support for several years. In her spare time she loves hiking with her dogs, traveling, and going to local music shows. Fun fact: She helped found the Nashville Community Darkroom, an analog photography darkroom in Nashville, TN.
How we work
We are all empathetic to our customers and enjoy listening to their needs to help identify ways that the tool can assist. We do this answering support emails, on calls, and even in person at their offices or at HR events. In case there’s a problem that can’t be solved within the tool, we see it as an opportunity to learn and suggest improvements to the product team, making things easier for all future users.
We’re a 50% remote team and travel frequently, this means we’re even more reliant than everyone else on using our tools efficiently. The remote nature of our work requires that we have a clear process for each step with a person in charge to ensure consistency and fluidity. This ensures that evaluators and customers get the best experience when interacting with the team.