Check out this Q&A with a member of BitSight's Customer Success team to learn about his role as a Customer Success Manager, his experience, and more.
Name: Patrick Puentes
Job Title: Customer Success Manager
What do you do at BitSight and how long have you worked here? I have been at BitSight for 6+ months. I help operationalize BitSight within large vendor risk management (VRM) programs by providing training, best practices, and program management guidance.
What is your background/How did you get into Customer Success? I started out as a Program Manager at Veracode, an application security startup in Burlington, MA. While at Veracode, I moved to a Customer Success role to develop new skills and have had a passion for it ever since.
What challenges you the most at BitSight? Some of the largest companies in the world look to BitSight for instruction on how to manage third party risk. Because Security Ratings are a relatively new industry, and BitSight is the leader in this industry, I am challenged on a daily basis to provide our customers with this guidance.
What is your favorite thing to work on at BitSight? One of my favorite things to do at BitSight is collaborate with our Product Management team. Because of my daily interaction with customers, I have a front row seat to their ever evolving needs. Communicating this information to our Product Management team helps BitSight continuously release new features that directly support my customers.
What is the most important thing you learned at BitSight? Collaborate. This company has so many extremely smart people. They are always willing to help and provide great insight and recommendations.
What advice do you have for someone first getting into this field? Be proactive. All Customer Success Managers are capable of responding to customer inquiries. It’s the ones who can identify potential challenges and resolve them ahead of time that provide the most value to clients.
What do you like to do for fun? Fantasy Football, 90's band concerts, exercise, and eating.
What was the last book you read? The Alchemist by Paulo Coelho
Name one thing on your bucket list. Cage dive with great white sharks.
A few months back we added a new feature to the heart of our security ratings portal: the ability for users to not only filter companies in their portfolios, but also to see real-time updated counts of how many "filtered" companies match...