Here at Niche Academy, we strive to help people solve big problems together—and each member of our team plays a vital role in meeting our goals. Today we’d like to introduce you to Ken Bonney, who leads our Customer Support team in—you guessed it—connecting with and supporting our amazing customers. Ken was kind enough to answer a few questions and share insights about his work.
Why did you join Niche Academy?
I worked for 22 years in the library industry. I saw the Niche Academy product and the wonderful company culture and felt I had found a new home.
What do you do at Niche Academy?
I’m the Director of Customer Success. Our fantastic team ensures our wonderful customers use Niche Academy to its full potential.
Niche Academy employees are located all over the country. Tell us a bit about where you live and work.
Home is Orem, Utah, about a 15-minute drive to the office or, during the summer, a 45-minute bike ride. You could spend your entire life in Utah and still not see everything. I love Southeastern Utah with Arches, Canyonlands, and Anasazi country.
Tell us a little bit about your role as Director of Customer Success.
I have the best job in the company. I work with a fantastic team dedicated to helping our customers succeed. We instruct our customers on using features that help their patrons and staff. I spend a great deal of my time talking with customers, welcoming them to Niche Academy, helping with issues, and laughing.
Why is authentic, personal customer support so important?
Authentic customer service maintains the trust between customers and Niche Academy. Things will go wrong with the software and processes, but this level of trust will help reassure customers that everything that can be done will be done.
What is the best feature of the NA platform, in your opinion?
I love the flexibility of content creation. There are so many ways to present the information to teach and instruct.
Tell us something fun about yourself.
Back in the late 1980s, I ate a piece of pizza while sitting next to Bono, the lead singer of U2.
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