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Meet Luminary Member, Jennifer Chiang


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Tell us a bit about yourself! How did you get started with your current career path/business journey?

Like many people here, my career path was anything but linear. I've done work in banking, consulting, and the government before landing at the startup where I am today. Then when I joined Yup (almost 6 years ago now!), I wore many hats from running marketing campaigns, designing flyers, to writing basic code to get an MVP (minimum viable product) going. But one moment, I found myself wondering who is crafting the customer experience for the customers that I and my team had just worked so hard selling to. When I found that the answer wasn't much, I made the case to start the Customer Success team at the company which I am still the head of to this day. That journey of building a vertical from scratch wasn't easy and so I ended up writing a book to help others called The Startup's Guide to Customer Success. The book became an Amazon Best Seller and has since sold over a thousand copies.

What behavior or personality trait do you most attribute your success to, and why?

I think the combination of grit and empathy is what has gotten me here today (among many things)! Grit has allowed me to really dig into the weeds and get stuff done; whereas empathy has helped me understand what is going on and the human element to it all.

What’s a mistake you made early on in your career, or in your business, and what did you learn from it?

When I first became a manager early on in my career, I quickly learned that I cannot manage someone else the way that I would manage myself. That was definitely a rookie mistake! I learned a lot about how to build a good relationship with your team, along with the importance of radical candor, trust, and motivation.

What’s one professional skill you’re currently working on?

I'm working on how to be a better coach to my team!

How do you invite others to take a seat at the table?

I'm 100% transparent with my team and that means when there is a new idea - no matter how big or small - I ask for their input and give credit where credit is due when I make any later presentations. I've seen that this has not only helped morale, but also has encouraged my teammates to do the same for each other.

What is one thing you wish you knew a year ago?

I think we learn things at certain times for a reason, so I wouldn't change a thing. But if I had to choose, perhaps just to reassure myself that everything will be okay during the pandemic.

What impact has Luminary made in your career? eg: Business Generated, Revenue, New Clients, Career Connections, Advancement Opportunities 

Career Connections & Community