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Name: Tim Dien
Current Role: Team Lead, Enterprise Customer Success Manager

“Helpshift is an extension of my belief to help others….it’s as clear as our company name. I am grateful for the opportunity to learn from the team around me, to learn from our mistakes and successes.”

How long have you been with Helpshift?

Since 9/10/2018

What does your day-to-day look like?

I work with our Strategic and Enterprise clients to ensure they use our platform and features in the most optimal way. The guiding light is understanding their goals and what they want to achieve from their Support operations. From that understanding, I’m able to advise them on best practices and structured approach to achieve their goals.

What makes your team stand out at Helpshift?

At a minimum, our team is focused on ensuring clients renew, if not grow. Where we do an exceptional job is when we can uncover a client’s Business goals, and extrapolate that into additional Feature Usage. It’s easy when a client is growing or releasing a new Game or App. Where we shine, is when we can identify areas of opportunity to expand the relationship, based on those conversations, which leads to stronger NPS.

Which one of Helpshift’s core values resonates with you most and why?

We live the Core Value, “Guide Our Customers Beyond the Now,” everyday. Our team applies a consultative approach to truly understand a client’s question or goals while keeping in mind the upstream and downstream effects of the solution. We want to ensure what we recommend is sustainable.

What has been your favorite remote team-oriented event and why?

Timing is tough for me because I’m usually picking my kids up from school or daycare. I really liked the Jeopardy event. It’s a show I used to watch a lot when I was younger. Regardless of the event, it’s always great to hop on Zoom and see faces I haven’t seen in a while, especially those outside of my team.

How does Helpshift support your WFH environment?

The organization has been understanding of the demands the pandemic places on all of us. As a parent, I appreciate that flexibility. The Wellness Days are a welcomed calendar invite, too. #justsaying

What role(s) did you start in at Helpshift and how have you graduated/migrated into different roles?

I began my career at Helpshift as an Enterprise Customer Success Manager, responsible for a large number of our clients. Currently, I’m still an Enterprise Success Manager, but I’m also the Team Lead. My philosophy is to always help our clients, go above and beyond their needs and ensure my team is supported, both personally and professionally.

Describe how Helpshift has helped you in your career development:

At the end of the day, I like to help others. Whether it’s coaching kids in various sports (golf, baseball, soccer), to volunteering my time for non-profit organizations. Helpshift is an extension of my belief to help others….it’s as clear as our company name. I am grateful for the opportunity to learn from the team around me, to learn from our mistakes and successes. Specifically, leading the CSM team provides me the ability to shape our strategy. I like to plan and strategize, then build processes to execute that strategy. I’m fortunate to be able to do that here at Helpshift.

Favorite thing about working for a tech startup:

The ability to contribute by working cross-functionally and shape process and strategy. I tend to move quickly and operate with a sense of urgency.

What advice would you have for prospective Helpshift candidates:

Seek to understand, before being understood. Be humble and be a sponge by asking a lot of questions, or researching the questions you have and move with a purpose.

What is your proudest moment at Helpshift:

When I hear the CSM team put into practice the trainings or playbooks we developed with our clients and seeing the outcomes of the application of our learnings. For example, we recently updated our QBR template to highlight Helpshift’s value and Industry benchmark data. During 1:1s with the team I have heard feedback that the type of conversations with a client changed to be more strategic and high-value. This proved we were focusing on the right things and were able to provide our team the tools to be effective and spark change — not only with our clients, but with regards to individual growth too.

How would you describe the company culture and what do you like most about it:

When we were in an office, the culture was like a family. When we went remote, we lost the ability to connect with those we don’t normally interact with on Zoom. I like the fact that our People Ops Team has continued to make us feel close. I cannot wait to give a proper hug (or handshake) to my Helpshift family. I wonder if the fist bump will be so played out, that a new way to exchange will emerge from this pandemic.

Superpower (real or fake):

Sarcasm, I’m either really good at it or really bad at it, and people who don’t know me take me too seriously.

Slightly addicted to:

Peanut butter pretzels. The Success team can vouch for this.

If you could interview one person, dead or alive, who would it be and why:

Bruce Lee. Growing up I watched all of his movies but had no idea of the racial implications of the world or Hollywood at the time. I just thought he was cool. As I matured, I learned his philosophy and found it inspiring given all the odds he (and Asian Americans) faced. Although he was a few years older, my mom and her friends went to the same school in Hong Kong. Speaking to him would be another way to connect with my past, learn about his philosophy to treat and see others as equals, and ask him his thoughts and feelings on the current social landscape facing Asians and Asian Americans, today. More importantly, I want to know how it felt beating the great Chuck Norris at the Colosseum in “The Way of the Dragon.”

Published April 28, 2021
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