Meet Ollie, Our Customer Success Team Lead
Meet Ollie, a Team Lead who joined Acre's Customer Success Team in 2023.
What attracted you to Acre, and your Customer Success role?
I’ve spent my career to date supporting startups across FinTech, SaaS Logistics and even a world-first surf lake, so it’s safe to say I thrive in companies that are innovating, and supporting customers has come very naturally to me in those spaces. I also believe great customer experience comes from having a great product and Acre’s Customer Success role, appealed as a way to work closely with the product and solve customer problems.
What’s your favourite part of your job?
In a relatively short time, I’ve risen from CSA to Senior, and now Customer Success Team Lead. I’m a driven person and Acre giving me the autonomy and creativity to tackle problems has seen us deliver some great work, as well as allowing me to be in the drivers seat for my own progression. It’s a meritocratic environment that rewards hard work and creativity and that’s been hugely rewarding.
What does a typical day look like for you?
The team maintain a high responsibility for several areas: core support, webinars, knowledge base and training - so there is always a big pile of ‘to-do's’. I try and minimise meetings where not essential and this leaves the breathing room for creativity, project work or giving our firms the extra layer of attention they deserve.
How does the team support each other?
Collaboration is key! We’re a talkative bunch but this means always keeping each other in the loop with the latest features, support themes and collaborating on projects. We also strongly encourage cohesion between the Customer Success Team, and Product & Engineering, which has helped us massively reduce our escalation backlog. This also helps pass great technical knowledge into an ordinarily non-technical team.
What’s your favourite thing about working at Acre?
It has to be the people! At all levels of the business, everyone is so approachable for help, answering questions or just to bounce ideas off people with different experience. And we all have a laugh too!
Also the onboarding was great. I came to Acre with software experience but knew nothing about mortgages and I was apprehensive that it’s something you can just pick up, but the team had a great roadmap and continuing support to get me up to speed.
And I can’t fail to mention the perks? Whole company trip to the South of France? Don’t mind if I do..
What advice would you give to someone looking to apply for a Customer Success role at Acre?
Acre is an incredibly rewarding place to work, in terms of opportunity and in the day to day perks and experience you’ll gain through being a valued member of the Acre team. Mortgage and technical knowledge is teachable, and those who really thrive at Acre are those who are coachable, have a strong work ethic, and push themselves to do better.
What do you do outside of work?
If I’m not at work, I’ll be out on my bike! I live for good weather, so if I’m not cycling or exploring London, you’ll find me glued to a rock in 30°C heat somewhere in the Med! I like to keep fit and need constant stimulation so this year I started Brazilian Jiu Jitsu and I’m trying to work on my Spanish.
Hasta luego! 👋