With the gloomy weather of the winter now firmly in our rearview mirror, Simply CSOFT celebrates the long-awaited Beijing sun by featuring another of our shining stars: Marisa Bowers, Senior Director of Global Account Management. Here, she discusses how she maintains her laser-sharp focus on results, as well as the challenges of being a roaming client-interaction doyen!
When you first joined, did you think CSOFT would become as big as it is today?
Actually, yes. The understanding that we were all working toward a larger vision was clearly communicated from the beginning. Our actions and processes were always held to the standard of a world-class organization of any size. I guess I did always sense that there was something special about CSOFT and that it was going to be a great company some day. Perhaps, if I was to think back across the last 10 years, I wouldn’t have guessed the growth and success would have been so rapid – but then again, with the amazing core team we have today – how could it not!
What are the challenges involved in working remotely?
Not getting my daily dose of CSOFT energy! Laughs. It is pretty apparent to guests visiting HQ that there’s a buzz in the office. It’s a good feeling. I know we use the word ‘team’ or ‘family’ a lot, but really, I think it’s more about empowerment. CSOFT has a spirit of empowerment. Each person in the company is empowered to deliver excellence to our clients. I, personally, feel that this has a lot to do with CSOFT’s sustained success as well. At CSOFT each one of us owns the result from our work and the success is celebrated on all levels. In all departments, each CSOFTer knows that we are responsible for our own quality assurance at our own individual stage and reaching out for assistance to guarantee quality is encouraged. Feeling empowered to deliver quality, and then to feel proud of those accomplishments is, in my opinion, what drives our CSOFT team spirit. At first, I missed that team spirit since I felt so far away from the buzz. But, now I have learned how to feel it over the phone. Smiles. It’s still there, just a phone call away.
What would you say are the three best practices of client interaction?
Listen. Learn. Serve.
I try to really make sure that I am listening to my clients’ needs, both actual and potential. Each organization is unique; each has its own set of constraints. A true partner sees the clients’ problems as their own and the clients’ success in reaching their localization goals as a shared success. It’s my job to make sure that I am listening and communicating clearly with each client – to learn and understand their needs – so CSOFT can fully leverage our technical expertise and years of experience to provide each client with the best solution possible. Also, following through is key. Establishing a plan and having a goal is fine, but seeing it through for years of partnership, especially as needs shift and client teams grow or transfer, is really the key to being a long-term partner. It’s important to continue to earn our clients’ appreciation.
What personal qualities allow you to connect with potential clients?
I focus on learning what is needed and finding out from our internal teams how to best tailor a solution to fit their needs. This means I have to talk with the client a lot. Once I see there is an alignment of their global communication needs with our services, then I am absolutely confident that they will have the best experience with CSOFT as a provider. The spirit of service and quality permeates every level at CSOFT and is exemplified daily by our tireless and knowledgeable project managers, as well as our savvy production teams. I know that once we partner with a client, they will feel this dedication too.
Where do you see CSOFT in 10 years time?
I don’t think there is any limit to what CSOFT can achieve in the coming 10 years or where CSOFT will be in 10 years’ time. I see CSOFT taking on a broader role in the globalization strategy for international organizations. CSOFT has reached a point where we are able to add value to many more areas of a company’s internal global messaging strategy and I think the path is set for the company to expand successfully into this space.
Which song do you feel best represents CSOFT and why?
I’m going to choose an old 90’s song: “You Gotta Be” by Des’ree. Maybe it’s a bit dated, but I like the lyrics; especially “Challenge what the future holds” and “you gotta be bad, you gotta be bold, you gotta be stronger; you gotta be strong you gotta be hard, you gotta be wiser.” It has an infectious rhythm to it, and it’s all about self-confidence!
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