Get to know our new Customer Success Manager, Kate Cross

Introducing Cohort Go’s new Customer Success Manager, Kate Cross. Learn why she made the switch to Cohort Go and what she enjoys most about her new role.

Bringing 5 years experience in marketing, PR, communications and customer success to Cohort Go, Kate has previously worked for online fundraising platform Everydayhero.

Kate is experienced in managing client relationships, providing ongoing client support and finding the best solution to suit customers unique needs.

Commencing in May 2018, Kate contributes to the overall growth of the business, focussing on building long-lasting relationships with our education providers through ongoing customer support and engagement.

Kate’s passion for working with people and delivering great customer experiences compelled her to join the Cohort Go journey, so we caught up with Kate to see how she’s enjoying life at Cohort Go so far.

Thanks for making time to chat with us Kate.  How are you finding your new role?

So far, so good! I am learning so much everyday and I am looking forward to seeing what future brings at Cohort Go.

So what is it about your job that you enjoy most?

The people, always. I am passionate about building long-lasting relationships both with our wonderful customers and with my colleagues. Hearing why they do what they do and knowing that I can make a difference in some small way is really enjoyable. I also love that I get to work with multiple teams within the business every day, from development to operations and marketing. No two days are ever the same!

What does Customer Success mean to you?

Customer Success is the glue between the customer and the business. It’s about providing the best-in-class customer experience possible, being the first point of call for strategic guidance and ensuring that customers achieve their goals and see value in our product. From onboarding and training to feeding back areas for product improvement, Customer Success is dedicated first and foremost to driving long-term growth for our customers.

What’s the best thing about Cohort Go you’ve experienced so far?

The people! The team at Cohort Go are second-to-none. The company’s 5 values – build and value trust, celebrate diversity, collaborate and participate, exceed expectations and be passionate, persistent and proactive, really resonated with me during the application process and I look forward to working with a global team.

Can you give us an overview of your career before joining Cohort Go?

Before joining Cohort Go, I worked for another SaaS platform which meant I worked with non-profit organisations all over the world, helping them to reach more people and raise more money.

Your job involves a lot of travelling to visit customers – what are some the most memorable places your job has taken you?

I recently had the opportunity to travel to London and Paris which was amazing. They’re both beautiful cities, full of so much history. However, it’s a little chilly over there for me!

We hear you’re a bit of a footy enthusiast?

I was born and grew up in Melbourne,  so I love AFL! The Hawthorn Hawks are my favorite team. I would love to attend an AFL Grand Final – it’s on my bucket list!

What are some of your other hobbies?

I also like getting outdoors and being active in any way I can (especially at the beach) and anything related to interior design.

What are you most looking forward to in your position?

Having the opportunity to meet with all of our wonderful Cohort Go clients and to be a part of a global team, creating a better way for the international education community to connect.  Australia is one of the top two study destinations and it’s a great feeling to be able to make it happen for so many students!

Thanks for letting us get to know you, Kate and welcome to the Cohort Go team!

Want to come on the Cohort Go journey? We’d love to hear from you!

Author: Stephanie Iovannella

Stephanie is a vibrant, creative and results-driven events and marketing professional with experience in event management, traditional and digital marketing. As the Marketing Coordinator, Stephanie is responsible for implementing a wide range of marketing and media activities as well as managing the events calendar for Cohort Go.