Sophia Mertins, Client Success Specialist

We sat down with Sophia to learn more about her role, the projects she’s working on, and her experience with the Trading Central team.

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What does a typical day look like as a Client Success Specialist on our Customer Success team?

My work varies vastly from day to day. Some days are more meeting-heavy than others, with both internal calls with my team and direct communication with clients. We do a lot of follow-up with our clients, especially during the onboarding and integration process to make sure we have all the necessary details and that our products are integrated correctly. My days are hardly ever the same, as each client has different needs and we want to be flexible in how we work with them. I would say we do something akin to detective work, as we’re always looking for new ways that our clients can get the most out of their TC analytics!

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What is one piece of interesting feedback you’ve received from a client about TC products?

The most prominent thing for me has been how well known the Trading Central brand and products are in the field. A lot of my clients have worked with our products before, and some have been referred to TC as a must-have.

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What are the most common challenges you tend to help new customers overcome while integrating TC tools?

One of the things we have to push for the most is for the client to create a robust marketing strategy. It’s sometimes difficult to have them act on the advice provided around a proper marketing campaign to showcase their tools, which could include landing pages, banner ads or email communications. On the other hand, it’s very rewarding to see how user engagement improves once these things are in place.

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What are some of the things you enjoy most about your role?

I get to work with a lot of different people, from all over the world. I enjoy helping clients navigate their products and integrations, which sometimes makes me feel like a teacher! It’s also very rewarding to help clients all the way from an initial kick-off call to a completed, successful integration and see their users engage accordingly. Success stories always feel great!

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Do you have any guiding principles or inspiring quotes?

I always try to be thorough and keep an open mind.

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What advice would you give to someone looking to join the TC team?

There is so much to learn from everyone in the company, so I would say be open to learning and growing with the support of a lot of wonderful people. I’d also tell them that communication is key to success.