Have you ever wondered about what Customer Success means at HubSpot? Meet Olivier, a channel consultant and team lead on the Customer Success team at HubSpot Dublin. Joining HubSpot in 2017 as a customer onboarding specialist, Olivier moved into a channel consultant role in 2020. Originally from France, Olivier moved to Ireland to pursue a career in the tech industry in Dublin.
In this Q&A, Olivier dives into life as a channel consultant at HubSpot and how he uses HubSpot’s 90-days mobility policy. Here’s what he had to say…
Can you tell us a little about your background and journey to HubSpot?
My name is Olivier; I am from France and living in Dublin since 2014. In 2017 I joined HubSpot as a customer onboarding specialist, helping over 700 businesses get started with HubSpot. I decided to bring my experience of onboarding and solutions expertise to the HubSpot Solutions Partner Program. This program enables agencies and service providers to sell and deliver HubSpot solutions to their clients and provides them with a model to help them grow their businesses. I applied internally and became a channel consultant in 2020, and now I enable our partners with campaign strategy, service packaging and pricing, client onboarding, and delivering customer value.
Describe a typical week in your role?
The channel consultant role isn’t like any other Customer Success role at HubSpot. No two weeks look the same, from meeting with partners to guide them through their business strategy to collaborating with internal sales, marketing, and product teams. Every day is different, as I find solutions for my partners by looking for the right information as well as working on projects that can help the Global Partner Program.
What skills are necessary to succeed in your role?
As I mentioned already, the channel consultant role is really unique in that you’re supporting HubSpot partners with their business strategy and helping them grow. To succeed in this role, you need business acumen and entrepreneurial spirit. Additionally, since you’re collaborating with stakeholders both internally at HubSpot and externally through the partner program, strong communication and collaboration skills are essential too.
What’s the most rewarding part of your role?
Seeing a new partner join the partner program and become a tiered partner. At the moment, our partners are tiered into the four types: Elite, Diamond, Platinum, and Gold. They are awarded based on reselling HubSpot and the ability to deliver customer service successfully. It’s amazing to be part of their success.
What’s the most challenging part of your role?
As no one day looks like another, it’s important to constantly stay on top of things as you interact with multiple partners and HubSpot teams. This means keeping track of the current status of internal and external communications, projects, and more. Though it’s the most challenging part of my role, it’s also a skill that is easy to learn in no time in this position.
What work option did you pick and why?
HubSpot offers employees the option to be a @home, @office, or @flex employee. I chose the @flex option as it allows me to balance working from home and going to the office to experience the incredible HubSpot office and connect with my team in person.
What advice would you give to someone looking to pursue a career in Customer Success at HubSpot?
The advice I would give somebody looking to pursue a career in Customer Success at HubSpot, or any customer-facing role, would be empathetic. Always put yourself in your customer's or partner’s shoes, and over time it will become second nature.
For anyone considering joining HubSpot in particular, I would look up HubSpot’s Culture Code to get an understanding of HubSpot’s culture and our commitment to helping our customers and partners grow better. If you want to dive a little deeper, visit the Customer Code tenets.
In your opinion, why is now a good time to join HubSpot?
HubSpot is a fantastic fast-growing company with some of the best solutions on the market. HubSpot has an incredible growth plan and a strong desire to always innovate, making it a good time to join. There’s plenty of room for growth and personal development as our teams grow.
Additionally, while growing fast, HubSpot doesn’t lose sight of our core values - our HEART values (Humble, Empathetic, Adaptable, Remarkable, Transparent). For that reason, I couldn’t recommend joining our team more.
Have you already made use of the 90-day temporary mobility policy, and how?
In 2020, HubSpot introduced a temporary mobility policy that allows employees to work from a different country for up to 90 days a year. The temporary mobility policy has allowed me to work from France recently. I love that I can spend a lot of time in my home country France and still have the amazing opportunity to live in an exciting city like Dublin. This 90-days policy has allowed me to be closer to my family - something which was well needed following two years of travel restrictions during the pandemic.