Some of the stars of Mobility46

First, we wanted to check in with our Onboarding and Customer Success team. Josefina Viira and Nathalie Svard ensure that our customers get started with their new system and continuously use it in the best way based on their needs and conditions.

Hello Josefina! What are you working on?

“I find it very fun to optimize processes!”

— Josefina Viira, Head of Implementation and Customer Success

I am responsible for the Implementation and Onboarding of our new customers, as well as Customer Success, so I ensure that our customers learn their new system and continue to be satisfied and use it in the best way. In addition to customer contact, I also spend a lot of time setting up and optimizing our processes — I think it's very fun to optimize processes!

How is the process going when our customers get started with the system?

First we have a start-up meeting where Nathalie and I sit together with the customer and our Account Manager to get a good handover. It is a very operational meeting where we confirm the start and end dates of the onboarding, specify expectations and make sure to start a good dialogue. It is always followed up with an email with information and a list of actions that the customer needs to take to get started, such as sending information that we need to be able to start the system configuration.

Then follows a very interactive process where we hold trainings and guide and help the dedicated person of the customer through their set up. When we finish the onboarding we have a new handover meeting where Johanna from the support also sits so that the customer has the opportunity to get to know her.

Tip: Read more about the implementation and onboarding process here!

After onboarding, the customer success process starts. There is a lot going on in the system all the time, so we regularly send out release notes and system updates, as well as have regular reconciliations to capture how they work and help them use the system as it is intended to achieve their goals.

What do you like most about your role?

I've worked in education before, but in nutrition, and so I've worked in labs where I used lots of systems to program robots that would pick out different substances for research deliveries. To combine these diverse experiences and train within a system that I really believe in and understand the value of (since I myself have worked in a variety of systems where excel was the weakest link) I really get started on that. So when I hear our clients say “wow, this is such a big difference from our excel” then I really understand what they're talking about, and it's so much fun to get those comments when they see the value in the system!

Can you give an example of when you become extra happy or proud?

It is very rewarding and you are very happy when you see that the customer owns their process and adopts the system in their own business. When they take the time to learn, stay up to date, understand the system and take responsibility for the outcome — then I will be proud.

Want to tell us something about your team?

My team is the best! Me and Nathalie are very similar in many ways and work so well together — we are driven by the same things and value the customer relationship very highly. And it's not just in our team, but that passion permeates all of Mobility46 and is one of the reasons I enjoy it so well here. It gives energy throughout the company and you dare more, dare to lift and drive things in a good way.

Nathalie — what do you like most about working at Mobility46?

“You need your team!”

— Nathalie Swords, Customer Success Manager

How difficult! But I'd probably say it's three things. Partly the customer contact and being able to connect with so many different people, I am really passionate about helping, finding solutions and making customers happy. I have worked with support for a long time and feel very comfortable with that bit, but to have the opportunity as a Customer Success Manager to develop together with customers, follow and help them throughout the journey, and build a good long-term relationship, I think it's great!

Then I also enjoy working at a company that has such a wonderful corporate culture as Mobility46 has. Here I really feel like I have a meaning and a say. There is also such a wonderful positive energy here, a pep that is kind of contagious.

And the third is my team — you need your team! Johanna and I are tight, and Josefina is my immediate boss, but we are also a team. It feels great to work together with her boss -- we have such a great relationship and I get so much energy from working with her.

Would you like to tell us a little about yourself?

I come from Värmland, more specifically Forshaga which is two miles outside Karlstad. Stefan Holm is also from there! I grew up on a farm with horses, chickens, cats, dogs and rabbits, and rode and socialized with animals a lot throughout childhood. Since then I've moved around a lot - it's been a long time since I lived in Värmland now.

Among my interests, exercise is the greatest - I am truly passionate about inspiring and motivating others through training. Then I very much enjoy spending time with my closest friends and would have loved to pick up riding interest from childhood, but it has been difficult since I moved to Stockholm.

Last, but not least, we have Johanna Swords (who is actually not related to Nathalie, believe it or not). Johanna is our support star who is always there when a customer needs help with anything.

Johanna - how do you work with our clients?

“I hope I can convey out a little go' feeling!”

— Johanna Swords, Head of Customer Support

Since I work in customer support, I am probably the one with whom you talk the most. I help our clients solve challenges and problems that come up. It can be anything possible, from invoice questions or how to set up agreements or place classes and so on - I'm like an alltiallo.

What are you driven by in your role?

You always get extra happy when you make yourself understood, when you get a “Oh, how good Johanna, now I understand!”. The feeling of being able to close a case and feeling that everything is solved, that there are no question marks left.

I think what customers appreciate about me is that I really try to listen and be solution-oriented and educational in a pretty light-hearted way. I enjoy helping them move forward and to find solutions together. Being a detective is fun.

Who are your team?

I work mainly with our product owner Oskar Ekman. I send him things and send him things to troubleshoot. Another important part of my team is Mathias Anefelt who is our (if not Sweden's) champion when it comes to electric car chargers and all the functionality around it. We have great teamwork and we laugh a lot together!

I also have close contact with Josefina and Nathalie, they are such a lovely team and we always have good conversations - whether it's a regular morning meeting or if it concerns a complex case where I need a second opinion. They brighten my day.

Can you tell us a little bit about who you are as a person?

I come from Dalarna, a small village called Dala-Floda where there are maybe 700 people living. Today I live with my partner, daughter and dog in Siljansnäs. One of our founders, Pelle, also lives in the same locality, and I sit and work with him in our office here.

My big hobby is photography and I love to shoot portraits, it's a very rewarding part of my everyday life. Otherwise, I very much enjoy being out in the woods and land, it is an interest that I hope to share with my daughter. People -- friends and family -- are the most important thing to me and I enjoy having everyone close.

Want to get to know the gang better? Connect with them on Linkedin!

Josefina, Nathalie, Johanna