Henry Solomon

Driving Growth & Building Trust

Henry Solomon

Customer Experience & Customer Success Leader

Seclore Technology Pvt Ltd

I n an era when the information technology industry revolutionised the global business landscape, Henry Solomon embarked on a career that embraced the immense growth opportunities it offered. Today, as the Vice President of Customer Success and Account Management with an OEM in the SaaS domain, he reflects upon his journey and its three distinct phases that have shaped his expertise and passion for delivering exceptional customer experiences.
Henry has excelled in customer-facing roles that have allowed him to influence and enhance the implementation and adoption of technology solutions. During his initial phase, Henry gained hands-on experience in technology roles within the infrastructure domain, establishing a solid foundation in the technical landscape. In the subsequent phase, he transitioned into people management positions, leading technology teams in areas such as IT programme & operations management, IT service management, and IT consulting. In his current role, Henry leverages his extensive experience to deliver exceptional customer experiences and facilitate the achievement of business outcomes. His dedication to continuous learning and openness to feedback have been pivotal in his career growth. With a commitment to empowering clients and driving meaningful results, Henry and his team in his current organization prioritise customer success and strive to deliver unparalleled experiences.
In an interview with TradeFlock, Henry delves deep into his journey, roles and responsibilities, challenges, and much more. 

What are your current roles and responsibilities, and how do they contribute to the overall success of the organisation?

My prime responsibility is to provide strategic leadership and guidance to our customer-facing teams and revenue growth initiatives across APAC and the Middle East. I play a crucial role in driving customer success goals, ensuring the adoption and utilisation of our products, facilitating business transformation, and expanding revenue through customer engagement, satisfaction, retention, and growth. By focusing on these areas, I contribute directly to the overall success of the organisation by prioritising customer success, building long-term relationships, and driving revenue growth through customer retention and expansion.

What are some of the most critical aspects of being on the customer service front?

Having extensive experience in customerfacing roles, I believe that being on the customer service front requires several critical aspects. Firstly, it is crucial to establish trust and dependability with customers, positioning ourselves as their reliable and trustworthy business partner. Secondly, actively listening to customer needs and concerns, showing empathy, and effectively communicating are essential skills for providing effective solutions and building strong relationships. Additionally, having a customer-centric approach, focusing on their business outcomes rather than solely meeting performance metrics, is vital. Identifying and addressing customer problems efficiently, while being the voice of the customer within the organisation, also contributes significantly to customer satisfaction and success. Ultimately, being customer-focused and championing their needs and interests is paramount on the customer service front.

In your opinion, what are the most important ethical considerations for business leaders in today's world?

In today’s world, business leaders face numerous ethical considerations that are crucial to address. Firstly, transparency and honesty in both communication and action are fundamental. Leaders must practise fairness and integrity in their interactions and decision-making processes with team members, customers, and partners. Being socially responsible is also vital, as leaders should recognise the impact of their business on society and the environment. Promoting a work environment that embraces diversity and inclusion and respects individuals from all backgrounds is another important ethical consideration. Safeguarding customer and team members’ data under data privacy and security requirements is imperative as well. Lastly, leaders must adhere to legal and regulatory requirements, follow compliance and governance practises, and promote ethical behaviour throughout the organisation.

Can you share a significant challenge or setback you faced in your career and how you overcame it?

One significant challenge I encountered in my career was during my tenure at Wipro Technologies in 2009. I took on the role of Global Programme Manager for a multi-milliondollar global managed services engagement, which required me to relocate to the UK as an onsite leader. When I started, I realised that the colleague I was replacing was technologically more competent than I initially thought I was. However, through further observation and interaction with global teams, I realised that his strong technical skills had actually hindered him. He tended to micro-manage technologically capable teams, whereas clear leadership, strategic guidance, and decisiveness were required. Incorporating these insights into my plan allowed me to overcome the challenges successfully. Ultimately, this experience emphasized the importance of a people-focused approach and the value of collaboration in overcoming obstacles. Additionally, there were dynamics within the customer organisation, and the global delivery model for the engagement was not meeting expectations. It was clear that I had entered a challenging situation that required an innovative approach. To overcome this, I focused on stakeholder management through effective communication, providing a balanced view of the progress made and the areas that needed improvement. By building trust and transparency among the teams across the globe, we improved the efficiency of the global delivery model. Through these efforts, we successfully navigated the challenges within six months, elevating the engagement to a more strategic level. This experience taught me the importance of a people-focused approach and the value of collaboration in overcoming obstacles.

What are some of the biggest lessons you've learned throughout your career that have helped shape your leadership style?

Throughout my career, I have learned valuable lessons that have shaped my leadership style. One key lesson is the importance of inclusivity and accountability. I believe in nurturing a collaborative culture that encourages individuals to take ownership and commit to their responsibilities willingly. This was highlighted to me early in my career when a leader pointed out that I needed to draw more support and expertise from my team to achieve desired outcomes, than I was doing at that time. Since then, I have fostered a customercentric approach in my leadership style, emphasising the importance of customer success in our business. Another lesson I have learned is the significance of developing and growing individuals within the team. Recognising that each person is unique with varying development needs, I create an open environment where everyone has the opportunity to contribute to the growth of the business. Overall, my leadership style focuses on unlocking individual potential, working towards strengths, and promoting a collaborative and inclusive environment.







     







       







         







           







             







               







                 







                   







                     







                       







                         







                           







                             







                               







                                 

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