For our latest edition of HeadBox Life, we caught up with our Customer Success Manager Tori Bell.
Here, Tori tells us all about how she helps clients get the most out of our ecosystem of products for Host venues which generate accelerated revenue via our technology, as well as how HeadBox has partnered with the UK’s leading homelessness charity to help provide space to people who don’t have it.
Tell us about your career so far and how you came to be at HeadBox?
TB: I began my career in Marketing and Sales at a Wine Events Company helping to organise events in Europe, Asia and the US before moving to a data-driven marketing attribution company called Fospha where I eventually transitioned into Customer Success.
It was at Fospha that I really started working closely with clients, engineers and data analysts to help clients redistribute their marketing spend to maximise their performance. But after two and a half years I decided it was time for a change and that’s when I found HeadBox.
Having worked at two start-ups I wanted to gain experience at a scale-up and after meeting the team and learning more about the product I knew it was the perfect place for me to grow.
What does a typical day look like for you at HeadBox?
TB: As Customer Success Manager my role is all about making sure our clients are getting the most out of their Power Host packages which leverage the power of HeadBox Business to give our Hosts unprecedented access to high-quality and high-value enquiries.
On a daily basis, I attend kick-off sessions with our Host venues to build relationships and discuss their questions and queries. Once the package has kicked off I begin building reports with clients to update them on how their packages are performing.
Along with the rest of the Customer Success team, I also collaborate a lot with the other HeadBox teams to ensure the wants and needs of our customers are being met. This means weekly catch-ups with our Product and Tech team to feedback on performance and regular catch-ups with the Marketing team to ensure clients are getting the right focus across the right channels.
You are also heavily involved in HeadBox’s Social Mission, working with St Mungo’s to tackle homelessness in the UK. Can you tell us more about that?
TB: HeadBox’s Social Mission is “to help provide space to people who don’t have it”, and that’s why we have partnered with leading homelessness charity St Mungo’s to raise awareness and money.
In 2019, we have pledged to raise £15,000 for St Mungo’s and so the HeadBox team have been taking on all kinds of challenges! Our International Business Development Executive, George, raised over £4,500 back in July by completing Ironman UK. Earlier this month, 11 HeadBoxers, including myself, took on the National Three Peaks Challenge, raising over £5,000 in the process. The Three Peaks Challenge involves climbing the three highest peaks of Scotland, England and Wales with a total walking distance of 23 miles and a total ascent of 10,052ft, all in under 24 hours! This was a fantastic challenge to be a part of and we were very happy with the amount of money we raised for St Mungo’s.
We still have so much more to come this year to meet our £15,000 fundraising target. Some of the team are taking on ‘Sober October’, we are running a pub quiz, and HeadBoxers will also be taking to the streets to collect money in December.
As well as raising money we also undertake Digital Inclusion Workshops for St Mungo’s where HeadBoxer’s have volunteered their time to work at the St Mungo’s Digital Inclusion Centre to run digital workshops on various topics, including Excel, LinkedIn and coding. So far we’ve run x number of workshops for around x attendees. This was such a rewarding way to support St Mungo’s and to help their service users to get themselves back on their feet.
What do you love most about your job?
TB: I love how varied my role is. Every day is different and I get to work with every team in the company!
I also love getting out of the office, meeting clients and being able to visit and work with some of the most iconic venues in London. I’m a very social person so being able to talk to people every day is really important for me.