Cybel Café: Marco Poggio, Giving Customers A Voice

Welcome back to the CybelCafé. Today we’re meeting Marco Poggio, Vice President of Customer Success. 

Good morning, Marco! What did you order from the CybelCafé? 

My drink of choice is Diet Dr.Pepper. 

Nice! Start your day off with the bold twenty-three flavors! So Marco, where are you from? 

I’m from Utah, but the family and I got a bit of wanderlust during the pandemic, so we relocated to Raleigh, North Carolina. 

Wow, you’re right down the road from me! That makes two of us in North Carolina. 

Nice! We’ll have to meet for lunch. 

Absolutely. Let’s jump into it. What is your role at CybelAngel?

I am the VP of Customer Success. My role is to bring the voice of the customer into all we do.  My goal is for customers to have a great experience using CybelAngel so they want to grow with us long-term. This requires us to work closely with all the different departments such as sales, marketing, services, support.  We are all Customer Success!

Our CRO, Jeff Gore, is a big supporter of cross-department collaboration. How does customer success fit into that? 

It is the main aspect as it pertains to having successful customers. Collaborating with our customers and leveraging their feedback across the company helps ensure we are solving for their needs and builds advocacy for our brand and the value we provide. When we know real customer successes, we can share those with prospects to get them excited about the journey they’re going to take with CybelAngel.

How do you plan on giving customers more of a voice? 

“Seek first to understand before being understood” is key. We have to ask for feedback first and then listen, clarify and capture.  We will then be able to understand what we can change and do differently from all the different personas we interact with inside the organization.  This applies internally as well.  Many of our teams talk to our customers daily already such as Customer Success Managers Analysts, and Support. They are the ones closest to our customers.  We must listen to their feedback then use those lessons to improve the customer journey and experience. 

What made you apply to CybelAngel? 

The cybersecurity space is a great field. Cybersecurity will always be needed. As more and more technology comes into place, the more need there is to protect digital assets, a company’s brand, and more. 

The second reason is the people. As I got to interact with them, I got the feeling and sense of collaboration and the desire to improve our customers’ experience. There’s a feeling of we’re in this together, with egos checked at the door. 

What are you most excited about for the future of CybelAngel?

Great question. In the industry as a whole, there’s so much room for disruption. CybelAngel is on a great trajectory to continue to disrupt with innovative products and solutions.  You can see that already happening with CybelAngel being named best in class for DRPS by Gartner.  Who wouldn’t act to be a part of that! 

What has been the biggest surprise you had when you joined the CybelAngel team? 

How open, available, and willing everyone has been to help take CybelAngel to the next level.  I am looking forward to meeting everyone in Paris for the sales kickoff!

The Paris office is full of wonderful people. You must do the boat tour on the Seine. If it ends after night falls, you can get the most beautiful shot of the Effiel Tower. Just dress warmly. It gets cold on the river. 

Great culture, work trips to Paris, leading technology, it a pretty sweet deal. If someone wanted to apply to CybelAngel, what advice would you give them? 

I would say first and foremost, be yourself. Be willing to be challenged…no ego… show a passion for collaboration, curiosity, being impactful.

When you are not protecting customers and giving people a voice, what do you do to unwind?

My family of four and I love the outdoors and traveling. We live 7 minutes from a lake and love wakeboarding in summer. In the winter,  Welcome to get back to Utah and go skiing.  Additionally, I love watching and playing sports…, football, golf, bowling, anything, it’s on. 

That’s all the time we have for this episode. To learn about joining Marco and the team at CybelAngel, visit our Careers page.