Welcome back, and get ready to meet lots of new Mopinion-ers in our Employee in the Spotlight. In this blog series, we introduce you to the faces behind the Mopinion software, the people who make up our company culture and the people who are serving you everyday with the goal of helping you improve the customer experience! In December, we got to know our Office Manager Sarah Kolling and now it’s time to meet one of our newest Customer Success Managers, Lovis Shim.
Meet Lovis. Lovis joined us in November of last year, which makes him one of our newest team members. Driven by the satisfaction and success of our customers, Lovis is a hard-working, problem-solving Customer Success extraordinaire. But when he’s off the clock, you will find him shopping for the next best sneaker, traveling the world, working out in the gym, or practicing his skills in photography. A pretty well-rounded guy, right?
What does your position at Mopinion entail?
“As a Customer Success Manager, I’m the trusted advisor for our customers. I make sure that customers use our software as optimally as possible so that they remain satisfied. I also make sure that our solution matches the wishes and objectives of our customers so that they get the most value out of it. If the customers experience any obstacles I try to solve them quickly and to their full satisfaction. In other words, my main role is to strengthen and expand the relationships we have with our customers.”
What initially drew you to Mopinion?
“Quite a few things actually. Initially it was the solution that Mopinion provides for its customers to collect, analyse and implement their feedback. Something like this was totally new for me. But then again, I also saw that Mopinion had such a young, diverse and international team and let’s just say that I was immediately sold. I always like to be surrounded by people with different backgrounds and experiences so that I can learn from them.”
What does a typical work day look like for you?
“For me the day starts off with a quick meeting in the morning with my team. During this meeting we have a check-in moment to see how everyone’s doing and discuss ongoing issues. The remainder of the day is followed by reaching out to customers, answering their questions, hopping on calls with them to give them a demo or an onboarding.
We’re also in close contact with other departments within Mopinion so from time to time I also have meetings with Support, Sales, Finance, Product or Marketing to discuss ideas or ongoing issues.”
What is your favorite part about working at Mopinion?
“It really makes me happy when I’m able to help a customer by solving a problem they have or by giving them advice on how to implement a certain feature. It’s such a good feeling when I see that a customer is getting the most value out of the Mopinion tool and they are actually also happy about us.”
What are the biggest challenges you face in your job?
“Time management is a big challenge in my job. I have to really plan my time wisely because there are so many customers that I’m responsible for and need to stay in close contact with. But at the same time there are also projects that we are working on as a team that also require my time and effort. And then of course, have meetings with other departments. So time management is a big challenge for me.”
What is your proudest moment at Mopinion?
“My proudest moment was when I had my first meeting with a customer. The person I had the call with had just joined this company but at his previous company they were using Mopinion as a feedback solution. He was so positive and enthusiastic about Mopinion that he convinced his new company to use Mopinion. During my call with this customer I realised that he was a perfect example of what an ideal customer should be like. It gave me a very good insight on what to look for in customers.”
And now for some fun questions …
What do you like to do in your free time?
“In my free time I like to work out, I go to the gym sometimes and do some boxing. But I also like to travel and to do spontaneous things. And last but not least I’m very much into photography. My specialty is portrait photography, which is actually something I got into quite recently (during the first COVID lockdown).”
What is your guilty pleasure?
“I’m actually not much of a sweet tooth, but there is one thing that gets me…..a Milka oreo chocolate bar.”
Who inspires you?
“My parents are my inspiration and role models. Based on everything they’ve been through and have experienced and how they were able to raise our family, I respect them and aspire to be like them.”
What is one thing you can’t live without?
“My phone. Nowadays, I use my phone for almost everything to the point that I have realised that I have become totally dependent on it. I also have a lot of friends who live abroad and who I’m able to stay in contact with through my phone. If I didn’t have my phone I would also lose contact with them.”
What is your favorite quote?
“Walk by Faith, Not by Sight”
What is your biggest fear?
“Thalassophobia. It is the fear of deep dark water and not knowing what is beneath you in the water. I discovered I had this a few years ago when I was snorkelling in the sea in Malaysia.”
Where do you see yourself in five years?
“In five years I see myself still working in Customer Success, maybe not as a Customer Success manager but as a Lead or head of a division in Customer Success. I also see myself working abroad, preferably in an English or Spanish-speaking country.”
Don’t lose that ambition, Lovis!
What is something that not many people know about you?
I like to collect sneakers. My collection isn’t that big yet, but I’m working towards it. My goal one day is to have a walk in closet just for my shoes.
Stay tuned for the next Employee in the Spotlight!
We hope you enjoyed getting to know Lovis in this month’s Employee in the Spotlight! Stay tuned for our February spotlight…
