At Qvidian our expert teams are united by one mission: how we build our platform matters as much as what we build. Whether that’s providing top-notch customer support or product features driven by decades of industry experience, all our teams are dedicated to making our customers’ work more meaningful.  

Behind every feature, release, and customer win at Qvidian is a team of real people who bring deep expertise (and a lot of heart) to their daily work. In this blog series, we’re taking you behind the scenes with “day in the life” spotlights on the product experts who help shape, support, and continuously improve Qvidian. From the meetings and problem-solving to the customer conversations and small moments that make the day, you’ll get a closer look at the humans powering the platform. 

For this edition we spoke with Kyla Armstrong, A Customer Success Manager, while she was rocking it at this year’s APMP conference, BPC Denver!

Describe a typical day as a Qvidian Customer Success Manager 

There’s no such thing as a typical day, week or month as a CSM! Most days include elements of the following:

• securing renewals, mitigating risk.

• syncing with colleagues across Professional Services, Sales, Support to ensure my clients goals & needs are being met.

• Having conversations of value with my contacts, and a good catch up! 

• And of course email, admin & CRM updates to keep a track of all of the above.

Today however is not a typical day as I’m at BPC Denver, representing Qvidian, working IRL with my colleagues, getting face time with clients and having discovery conversations with their counterparts across separate business units. Yes, I am a little jet lagged having flown in from Manchester, but no regrets! 

How do you help Qvidian customers?  

In short – problem solving & delivering ROI! I’m a person with a very curious mind so love to get to the nitty gritty how my clients are using Qvidian today, and how they intend to use the Qvidian of the future. This involves, keeping an eye on their technical queries, reviewing and championing their enhancement requests with our Product Team and Business Steering Committee, and of course – talking all things roadmap. 

My personal favourite Product Vision Driver is Unlocking Information Silos, so any conversation involving integrations and connectors is a win for me (yes I am a nerd!) 

In your own words, what makes Qvidian unique?  

As a CSM, what makes Qvidian unique is our customers and their fabulous employees —many of which have partnered with Qvidian for years (long before I’d even heard of Qvidian!).  

This means they know their instances inside out, bring great questions to every call, and are genuinely excited to try new enhancements.  

By building this trust and rapport, I’m in a position where my contacts share candid, thoughtful feedback, that helps us improve and deliver even more value.  

It’s a pleasure supporting such an engaged, collaborative community. And a pleasure sharing all the merch from our Qvidian platinum sponsor booth across the past few days! 

What industry trends are you excited about?  

MCP – Model Context Protocols! One of my IT Services clients put MCPs on my radar in last year, and what started as a light question asked at the end of our monthly, snowballed in the best way possible.  

I joined Qvidian with a background in eCommerce software, so have a real appreciation for the needs of enterprise customers who live and breathe across multiple platforms. 

So obviously I relayed our conversations with said customer to Business Steering Committee and secured face time between the client and our Product Manager to discuss the art of the possible.  

With MCPs we are delivering a server, to provide further paths of connectivity, which by design, will unlock even further data silos.  

Why did you choose customer success as a career?

I think like most CS Professionals, I fell into it!  

I started out in account management in my early twenties and was fortunate to progress swiftly, running my own team of 5 AMs within the first 8 months of joining. After 21 months of leading a team that focused on a reactive, 1 to many style of Account Management, I wanted a new challenge.  I’d realised my skillset was suited to a more strategic, partnership led way of working. This lead to me transfer from Client Services to Client Support – a 100% retention based role.  

So stepping into Customer Success felt like a very natural fit. 

What do you like to do in your free time?

I enjoy lots of different things including, travel (I just came back from Japan), cooking from scratch, Reformer Pilates, aqua fit & mindful walks, all things F1 (Forza Ferrari) catch ups with friends and family, and occasional clothes styling.

I’m also extremely passionate about Women in Tech and DEI initiatives. I currently serve as a mentor for Upland’s Women in Tech Employee Resource Group (ERG) and recently had the honour of coordinating and hosting a film screening and panel discussion with film director and friend, Louise Ndibwrende.

Kyla Armstrong

Customer Success Manager

Kyla has over a decade of experience in SaaS and Cyber Security, is a proud member of the Women in Dynamics community and outside of work loves F1, cooking, clothes styling and collecting fridge magnets during her travels!