We’re excited to introduce Wilma, the dynamic Head of Customer Operations at Elementz.
With a deep-seated passion for technology and an unwavering commitment to customer service, Wilma has become an integral part of the Elementz team, ensuring that our clients receive unparalleled support throughout their journey with us.
Can you tell us about your role and responsibilities as Head of Customer Operations at a future-focused subsea asset integrity management company?
As Head of Customer Operations at Elementz, the focus is on delivering a first class service to our customers by optimising our customer operations to ensure our customers have a positive experience. The customer operations team are responsible for supporting our customers with training and onboarding, documentation including knowledge base articles technical documentation and guides, migrations, mobilisations where we install Elementz software at clients sites for inspection campaigns and end user support which consists of general support tickets raised through our jira service desk support.elementz.digital.
How has your career evolved over the years? What were your aspirations when you were younger, and how have they changed throughout your career journey?
When I was younger, I had a keen interest in Computing and technology which led me down this career path. On completing university, I secured a Software support/engineering assistant role supporting corrosion and Inspection management software. I progressed into a software developer role, but I always missed the customer facing support side. I then moved back into a support role I knew I was back where I belonged, and the customer focused role was the right path for me. With my skills and the product and industry knowledge gained along the way this led me into a manager role leading a team and further developing my skill set. I’m delighted to be given this opportunity with Elementz as Head of Customer Operations and looking forward to the journey ahead.
What are the biggest challenges you face in your role at Elementz, and how do you overcome them?
Last minute mobilisation requests, we’re busy and it’s a busy time of year with our customers Inspection campaigns and we always get some last minute requests.
We encourage customer to give us as much notice as possible for any upcoming campaigns to allow us to plan and schedule in the work.
Vessel mobilisations can be challenging due to IT restrictions, firewalls or when the user accounts don’t have the correct read/write permissions. We have a mobilisation checklist document which outlines these requirements for installing the software and we ask that all the prerequisites are in places prior to us setting up and installing the software.
How do you balance the need for efficiency with the importance of maintaining high-quality customer support?
As Head of Customer Operations, I am focused on driving improvements by streamlining and improving the customer operations processes, refining workflows and identifying opportunities for automation and improvement. We operate with SLA’s which allows us to prioritise critical high priority requests while less urgent matters are handled in a timely but efficient manner. Customer feedback is important to ensure we understand and meet our customers needs.
Can you share a fun fact about yourself that your colleagues might not know?
I’m an active member of my local bowling club and enjoy playing lawn bowls in my spare time!
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