Spenda in the Spotlight – Getting to know our Customer Success Specialist, Phil Stephens 

Customer Success professionals juggle a world of proactive outreach, reactive problem-solving, and strategic planning. They’re the friendly faces (or voices) behind the scenes, ensuring customers not only get the most out of a product, but also see its value in achieving their goals. 

Today, we’re going behind the scenes with a Q&A session featuring our Customer Success Specialist, Phil Stephens. We’ll dive into what Phil’s daily routine looks like, the challenges he tackles, and the most rewarding aspects of the job. 

What excites you most about your job and working at Spenda? 

At Spenda, we’re experiencing a period of phenomenal growth, and being a part of this trajectory is incredibly exciting and motivating. The fast pace means we encounter new challenges every day, but that’s exciting. It pushes us to think creatively and problem-solve together. 

I believe our magic ingredient is the people. I feel incredibly lucky to work alongside such a talented and supportive team. The collaborative spirit here is amazing, and together we’re making a real impact. I can’t wait to see what the future holds for Spenda. 

What does a typical day look like for you? 

No two days are exactly alike at Spenda, and that’s what keeps things exciting. A typical day might involve: 

• Supporting our customers: I start by diving into customer queries, ensuring their questions are answered quickly and thoroughly. It’s incredibly rewarding to help them get the most out of our products and services. 
• Welcoming new customers on board: Onboarding new customers is a vital part of our growth. I get to guide them through the initial setup, ensuring a smooth and positive experience. 
• Troubleshooting and providing ongoing support: Technical hiccups are inevitable, but that’s where I come in. Working with customers and our support team to resolve issues and provide ongoing support is a great way to build strong relationships. 
• Connecting with potential customers: Identifying new opportunities is crucial. I meet with potential customers, understand their business needs, and demonstrate how our solutions can make a real difference for them. 
• Continuous learning and growth: At Spenda, we’re all committed to lifelong learning. Throughout the day, I participate in cross-functional initiatives, learning about different areas of the business and even getting involved in the development process. This keeps me sharp and allows me to better serve our customers. 

Every day brings a unique blend of interactions, challenges, and learning opportunities. It’s a dynamic role that allows me to contribute to Spenda’s success while making a positive impact on our customers and I love my job.  

What are some of the biggest challenges you face in your role, and how do you overcome them? 

I feel blessed to work at Spenda, we’re constantly pushing boundaries and innovating. This can sometimes lead to situations where resources might be stretched thin, and deadlines can feel tight. However, that’s where our company culture of collaboration and agility truly shines. We have a fantastic team of talented individuals who are always willing to go the extra mile to support each other. Open communication and a focus on continuous improvement allow us to adapt to unforeseen circumstances effectively. These challenges ultimately become opportunities to develop creative solutions and refine our processes, making us a more resilient and efficient team. 

What have you learned from interacting with customers that has been most valuable? 

It would have to be around the diversity in how they run their businesses, the unique business challenges they face, and the lessons and stories they share. I also find it interesting to see the other side of things. So, for example, in a franchise, its looking from the head office perspective, understanding how they maintain operations and manage franchisee relationships. Seeing our products transform the way people do business is incredibly rewarding. For example, the Spenda tenant-to-tenant rollout was a game-changer for many of our customers. It automatically matches payments to invoices within their accounting software, allowing for one-click reconciliation of batch payments. This saves an average of five hours per week on reconciling and eliminates duplicate work. 

Outside of work, what do you enjoy doing in your free time? 

I believe in taking a holistic approach to well-being. Outside of work, I prioritise making time for connections. Whether it’s spending time with family and friends or working on my hobby farm, these activities foster a strong sense of community and allow me to recharge. I’m also a firm believer in lifelong learning. Dedication to walks, hikes, and reading across various topics and disciplines keeps my mind sharp and fosters a multidisciplinary perspective. This focus on well-being and continuous learning fuels my creativity and allows me to return to work feeling refreshed and inspired. 

Think you’ve got what it takes to join the Spenda team? 

We’re always on the lookout for amazing talent to join our growing team, so hop on over to our Careers page and get in touch with us.