Introduction
Join Rovilyn Oblea, Head of Customer Success at J P Morgan, as she unfolds the profound farming philosophy of Customer Success. Discover insights into nurturing clients like seeds, empowering client-facing teams, and integrating Customer Success as a core philosophy for mutual growth and success.
Rovilyn Oblea - Head Of Customer Success, J P Morgan
- I believe Customer Success is a lot like farming. We think of our clients as seeds that we must nurture as they grow, so that they can be healthy for many seasons and harvests to come. By being constantly aware of their needs, caring for them, and nurturing them, we continuously impact our clients’ lifetime value.
- One thing I’ve learned from leading an organization of over 2,000 client-facing leaders and team members is that they need to feel empowered to make clients successful. Providing them with a confident sense of empowerment entails infusing them with great energy, sharpening their skills, filling their toolbox, removing roadblocks, and helping them to understand and internalize that their work is meaningful and has true purpose.
- Customer success should be a core philosophy across the entire organization. The Customer Success team has deep client insights and can orchestrate cross-functional teams to work together. All of us want the same outcomes. Customer Success managers should serve as growth facilitators, fueling impactful feedback to internal teams and adding value to clients. We grow when our clients grow. It’s a “WE” thing.
About Rovilyn Oblea
I am Rovi Oblea, Head of CS at JP Morgan Chase based in the San Francisco Bay Area.
I was raised by strong women who rolled their sleeves to create beautiful things, had GRIT, and led with empathy. I spent the early years of my career in the Business Process Outsourcing (BPO) industry in the Philippines where if you do an excellent job, you can help generate jobs for others.
This became my north star as my parents worked abroad while I was growing up and with BPO growth, people found great job opportunities in the country. I was fortunate to be part of a company that grew from 1K employees to 20K+ employees in a few years and that forced me to learn fast, wear many hats, and lead thousands of employees in my mid-20s. This opened many doors for me globally.
Outside work, I am a mom to a wild toddler, and I love it. It’s like raising a caffeinated adorable monkey who is allergic to sleep but even with that, “mom” is still the best job title I ever had.
We asked Rovilyn to take us through a journey telling us about her career path, how she spends her workday, what advice she can share with someone starting as a customer success manager, and many other questions.
About Company
J.P. Morgan is a leader in financial services, offering solutions to clients in more than 100 countries with one of the most comprehensive global product platforms available. We have been helping our clients to do business and manage their wealth for more than 200 years. Our business has been built upon our core principle of putting our clients’ interests first.