Meet the team

Please describe your role

The simplest way to describe my role as Customer Engagement Manager, is that I am responsible for providing all our customers with the best possible experience during their journey with Biofortuna. This of course includes a wide range of activities including facilitating a smooth onboarding process, clear project handovers to our operational teams and providing regular project updates and reports to our customers. I work very closely with our Head of Technical Services and Operational teams to manage our resources effectively and also to proactively identify and mitigate potential risks early, to ensure we always deliver on time and to our customers’ expectations.

What skills do you need to be an effective Customer Engagement Manager?

Excellent interpersonal skills are absolutely key as virtually every aspect of my role requires communicating clearly and effectively and building strong relationships, both externally and internally. The other skills that really help me in my role are organisation, problem solving with a good amount of creative thinking, and remaining calm under pressure.

What influenced your choice of career?

My move into a fully customer facing role has been a relatively recent one, but it has been a natural progression since moving into a contract services environment around 6 years ago. Previously involved in operations, I always enjoyed the customer interactions and seeing the results of a successful customer project has always been the most rewarding part of the role. My background in operations provided me with a foundation of knowledge and good habits in project management and operational delivery, which are hugely beneficial in my role as Customer Engagement Manager.