Ally Jackson

Fuseworks Media was acquired by Truescope NZ in early 2024. I was asked to step in to the role of Head of Customer Success in November 2024. During this role my responsibilities included;

• Managing a production team in the Philippines and leading the Customer Success team in Hawke's Bay, New Zealand.
• Ensuring seamless operations and delivering exceptional service delivery to new and long term clients.
• Fostering strong customer relationships and driving customer satisfaction.
• Motivating and guiding teams of people to accomplish tasks and drive client success.
• Training and upskilling of team members.
• Leading and improving onboarding projects behind the scenes.
• Meeting ‘bigger picture’ quarterly KPI’s including client renewals, retention and upsells.
• Engaging with the Truescope leadership team.
• Assessing and improving team workflows and processes to accelerate efficiency.
• Playing a key role in quality assurance, optimising and adding comprehensive data + media sources.
• Extensive knowledge of app technical processes.
• Collaborating with internal teams (Product and Development) to address technical, billing, or operational concerns.
• Collaborating and problem solving with development teams to enhance the app platform features and functionalities.
• Proactively engaging with clients to understand their evolving needs, providing insights and recommendations to maximize the value they derive from our services.
• Excellent communication and interpersonal skills, with the ability to effectively engage with clients at all levels.
• Strong problem-solving abilities, with keen attention to detail and a proactive approach to issue resolution.

I was hired to join the Fuseworks Media team after finishing my Communications degree in October 2019. I initially worked in the production team as a Media Analyst. During my almost four years at Fuseworks, I took every opportunity that arose and was offered the official position of Customer Success Manager in June 2022. Fuseworks Media was my first introduction to the tech communications / SaS space and I loved it. I found the work interesting, rewarding and easy to understand. My responsibilities grew exponentially and the skills I gained from my time at Fuseworks include;

• A strong skill set in competent writing, editing and publishing of text
• Ability to multitask and prioritize tasks in a fast-paced environment, while maintaining a high standard of quality and professionalism
• Exposure to and experience with media practices such as; media releases, advisories, news articles and public relations campaigns.
• Attention to detail in creating transcripts to a high grammatical standard
• Interpreting customer briefs to display appropriate data and analytics using boolean search
• Clear and helpful communication with customers using DM, email, phone and video meeting formats.
• Running client projects to onboard and support client success.
• Understanding client needs to support business > customer relationships and business retention.
• Handling customer projects and delegating tasks to team members using task-managing software and in person discussions.
• Flexibility to prioritise key tasks in busier periods.
• Self management of projects to meet deadlines.
• Learning and adapting to a new technology through the integration of a second media monitoring product in 2024 (Truescope)

• Hired to join the Fuseworks Media team after finishing my Communications degree.
• Worked in the production team as a Media Analyst.

I worked at Habit Platinum Health as a part time receptionist and ACC administrator during my study in Wellington. Skills I gained from this role include;

• Maintaining high levels of privacy and trust while dealing with ACC and medical documents.
• Processing ACC claims and managing health insurance.
• Trained in banking and online money management.
• Trained in Gensolve and GymMaster computer programmes.
• Opening and closing the gym during early and late hours.
• Selling memberships and building relationships with members.
• Frequent communication with clients via email, social media and phone calls.
• Managing schedules of both personal trainers and physiotherapists.

I was hired in a casual position at the ‘Just Group’ store, Smiggle during 2016, 2017 and 2018. I was trained as a Key Holder to manage and run the shop on specific days. Skills gained from my time at Smiggle include;

• Responsibly opening and closing the store.
• Keeping the store clean, tidy and organised for the customers and company.
• Pushing promotions and sales appropriately.
• Staying calm under the pressure of peak times and busy customer service.
• Interaction with families and younger customers.
• Trained in banking and recording daily earnings.
• Reaching store KPI’s and targets.
• Communication and collaboration with regional managers and head office.
• Keeping to an hourly schedule and meeting required tasks for the day.