Meet the Team: Rob Summerfield, Head of Customer Success

2nd September 2019

Admin

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What’s your role at Groop?

I am the Head of Customer Success.

What does a typical day look like?

A typical day? I am glad there is no such thing.

It starts with a very short commute across the Cotswolds to our beautiful offices in the Wiltshire countryside… and a coffee!

Every day brings new challenges and new tasks, from visiting the organisations we work with across the country, preparing and delivering online meetings and demonstrations, to communicating with the Innovation and Technical Development Teams.

The Customer Success Team work closely with all our customers, listening to feedback to continuously evolve our product and improve the user experience.

Followed by a few hours locked in my shed at home, woodworking.

What’s your background?

Varied. I spent many years running restaurants and bars through to 15 years in computer retail and support. All of these experiences taught me a great deal about the customer journey and the importance of communication.

I have known a lot of the team for many years and have seen Groop grow from an idea, in to the powerful platform it has now become and when the opportunity arose for me to join Groop, I jumped at the chance with no hesitation.

What skills do you need for your job?

Excellent communication, a lateral thinking brain for problem solving, an eye for detail, a thorough knowledge of every area of our product and the ability to understand and act on our customers queries or requirements. Going above and beyond is my mantra.

What do you enjoy most about your job?

The challenge and the people.

As the Groop platform is always evolving, I love that I have to evolve as well. Finding the many pains and problems that challenge this sector and learning new ways to solve them.

We work with such inspirational organisations and individuals which is not only educational but personally rewarding.

How do you spend your spare time? (What volunteering do you do outside of work?)

Having spent most of my adult life in the technology industry in some way, I love to spend time away from computers. We all have technology in our homes, but I try to harmonise with it rather than let it control me.

I am a regular volunteer at my local youth club, The Green Room, working with young children of all ages doing fun activities from cooking to sports to arts and crafts.

My other love is woodworking. Which started from making household items to a fully-fledged and very literal cottage industry run by my partner Jo. We trade at local events and online, selling our products which are often designed around solving a problem, a bit like Groop.

Any recommendations to share?

My recommendation is to use technology to make your life easier. Don’t shun it because of what it is. It can save time and effort.

Also, I’d recommend the film “Primer” if you like low budget time travel movies.

What’s your biggest achievement?

My biggest achievement is not really mine to claim. It would be our woodworking business Ginger & Tweed.

Jo has taken a hobby of ours and grown it into the business it has become. I am very proud of her amazing effort and honoured to be a part of it.