Customer success – smooth onboarding & continuous feedback – Interview Myrte
The work of our customer success department is a balancing act between ensuring our users experience a smooth software onboarding, while continuously digging deeper to find out current and future needs. Myrte has got both the analytical skills as well as the empathetic ear to help customers in getting the most value out of hello energy.
“hello energy wants to help customers realise their full sustainability potential by enabling them with actionable insights on their building performance and engaging all stakeholders in the journey towards net-zero real estate.”
Myrte van Varik
Customer Success Manager at hello energy
Meeting the requirements for a GRESB, BREEAM or WELL certification is often a starting point for new customers of hello energy. hello energy helps mark these strict certification assessment checkboxes by maximising stakeholder engagement, visualising real-time energy consumption and benchmarking building or portfolio performance for real estate companies.
Myrte explains how her role contributes to this: “I help assist customers to ensure a smooth introduction to our software. That means I explain the process of getting the most out of hello energy during the onboarding stage, but I also help them with questions along the way. Besides that, working with other departments is key: to improve the automation of processes, to provide content and toolkits that allow customers to find answers to their questions. The end goal is always a happy customer.”
Although the initial collaboration with hello energy is often borne out of an urgent need to meet the criteria for green certifications, clients are pleasantly surprised when it turns out that hello energy is helping them push the envelope in social and environmental impact:
Myrte: “I try to dig a little deeper to see what type of sustainability ambitions customers have and how we can ensure our solution fits into their goals. hello energy wants to help customers realise their full sustainability potential by enabling them with actionable insights on their building performance and engaging all stakeholders in the journey towards net-zero real estate. Alignment is one of the key aspects to meet sustainability goals, meaning sustainable projects require a joint effort between investment and asset managers, building owners, tenants and sustainability managers.”
Although getting everyone on board is one of the most challenging aspects of climate change within real estate, the right proptech software can help steer the direction with tangible data and serve as a conversation starter.
Myrte: “We realise there are different needs and incentives in this industry. I speak to a lot of building managers and they have a lot on their plate; now add trying to convince tenants to join them in their sustainability ambitions. It might prove to be quite challenging. Once we show them that our tool can provide full transparency, accountability and even a fun and engaging experience, they can’t wait to get started. Sustainability stakeholders will become their ambassadors of change.”
One of the most fulfilling feelings for Myrte is when she can go the extra mile to delight our customers. Especially if they are at the forefront of making an impact.
Myrte: “We use what we call ‘explainimations’ to translate complex information on sustainability into attractive and understandable videos. We compile these animations, other company related stories and data from energy feeds into personalised content for our customers, diversifying the information we put in front of their building stakeholders via their narrowcasting screens or desktop dashboards. I’m happiest when we can show the world that going green is not only necessary but that it can be a fun, rewarding and collective experience. One of my clients called me a ‘GRESB hero’ after I helped successfully implement hello energy with them. For me, that’s the cherry on top of creating a positive environmental impact.”
Want to join the customer success team? We are looking for a Head of Customer Succes.