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Meet the Gaugies: Boryana Boteva, Director of Customer Success Management

Boryana Boteva, Director of Customer Success Management, shared with me the professional background that led her to her position, the accomplishments of her unique team, and the best parts about working at CustomerGauge.

What’s your professional background and how did it lead you to CustomerGauge?

Boryana: “I joined CustomerGauge a year ago. Previously, I had 5 fantastic years in NYC, where I embraced the lifestyle of constant exposure to professional explorations and developed a strong interest in the state-of-the-art startup world. The hardest thing about leaving NYC was leaving my great job at the time. Luckily, soon afterward that was no longer on my mind, as I found CustomerGauge—another exciting, innovative company, with a great atmosphere and amazing people from all over the world.

I was and still am thrilled to broaden my career path and take it to a whole new level with Customer Success Management, considering my background is predominantly in finance. I’m really excited and looking forward to further developing the monetized side of NPS® and prove how revenue is linked to NPS.”

What are the biggest accomplishments your team has had in the time you’ve been with CustomerGauge?

Boryana: “My team currently consists of CSMs [Customer Success Managers] who cover EMEA, APAC, North and South America. I’m happy to share that we are expanding and adding more people to the team by the end of the year!

I’m extremely pleased with my CSMs. As a team and as individuals, every single CSM is wonderful to work with—bright, caring, solution-oriented and inquisitive. We all share a dedication to the success of our customers and our company, often going above and beyond to investigate, resolve and improve issues.

Here are some great CSM achievements over the last year:

  • We’ve been elevating the content for Business Reviews to a more engaging level with more relevant insights, recommendations and best practices. We keep digging deeper into the evaluation of business maturity in terms of the application of the Net Promoter System®. So far this year we have completed 136 business reviews. We believe that is the element of highest CSM value and crucial for helping our customers succeed in their NPS program.
  • We launched the Return on Investment (ROI) calculation tailored to the specific business model of the customer. We want our clients to be able to see the hard numbers behind their project, especially when it comes to revenue that was saved as a result of firefighting, revenue that was generated as a result of reviews, referrals, close-the-loop improvements, as well as cost savings related to acquiring new customers.
  • We’ve established a more efficient process of “getting to know” our customers and monitoring how they implement and roll out their NPS program. We want to ensure our customers take advantage of the CustomerGauge tool, so we are assessing more regularly how they use it, what features are most applicable to them and what features they can benefit from the most. Customer Success Managers have gotten even better at having a more “advisory/controlling” approach towards new customers and coaching the “proper” way of setting up solid grounds for a successful NPS program.”

If you could describe your team in three words, what would they be?

Boryana: “Synergetic. Devoted. Brilliant.”

What’s the best thing about working at CustomerGauge?

Boryana: “There are many great things about working at CustomerGauge, but the best is my team!
Also, it’s so invigorating to be surrounded by people passionate about what they do—these are the dynamics throughout the whole company. Everyday presents us with so many things to learn, it never gets boring! Our customers are from all over the world and we get exposure to many different businesses.

Last but not least—the Amsterdam office has an amazing view of the IJ river!”

What’s your favorite thing to do in Amsterdam?

Boryana: “After moving to Amsterdam, I realized how much I enjoy biking, especially to and from work. Much better than the packed and delayed NYC subways.

Boating on the canals with friends, food, drinks and music is another great joy in Amsterdam! There are plenty of cozy cafes and restaurants to explore. Also, there is a vibrant expat community and a variety of social activities.”

Next Up: CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More

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