Finding My Place at Fyle: A Journey of Growth, Curveballs, and Learning

Hello! I’m Ayushi, part of the Customer Success team at Fyle, where I work as a Customer Success Executive. My journey here has been one I never saw coming—filled with growth, challenges, and countless lessons. From fumbling through my first customer call to balancing global accounts, every step has shaped me in ways I never imagined.

When I first stepped into Fyle as a Customer Success Executive (CSE) intern in May 2022, I was that quiet introvert armed with a degree in automobile engineering. It felt like stepping onto a stage without knowing the script. Exciting? Yes. Nerve-wracking? Absolutely!

Navigating the Unknown: From Silence to Confidence

Initially, I was anxious about interacting with customers. Speaking to them directly felt daunting. But I was fortunate to have amazing mentors, Hemanth and Jb, who guided me through those early days. They showed me that this role was not just about talking but connecting with customers and understanding their needs. That perspective shift helped me find my footing.

First Impressions: My First Customer Interaction

I still vividly remember my first customer call. I nervously introduced myself and asked how they were doing, and when they replied, I awkwardly asked the same question back. Embarrassment hit me as I fumbled over my next sentence. Fast forward to today, and I have regular catch-up calls with that same customer, discussing their challenges and new team additions. We've built a great professional bond, and it’s incredible to think how far we've come since that first call.

From Intern to Full-Time: Growing into the Role

By August 2022, I transitioned to a full-time CSE, and that’s when things really started to click. I began to see every customer conversation as a chance to learn something new. Each interaction became an opportunity to deepen my understanding of our product and how it can positively impact different businesses.

In my first few months, I was terrified to say "no" to customer product requests. What if they escalated the issue? Fast forward to today, I can confidently stand my ground and reason with customers, knowing it's essential to maintain product integrity while still addressing their needs.

Overcoming Challenges and Growing Through Experience

Speaking of plans, I’ve had my fair share of curveballs thrown my way. Sometimes, what the customer expected from the product was wildly different from reality. That meant soothing nerves, coming up with creative workarounds, and understanding how to adapt Fyle to fit their unique needs. It was tough, but it sharpened my skills. I’ve learned to view the product from the customer’s eyes and brainstorm solutions that cater to them, no matter how tricky things get.

Balancing Two Hats: CSE and Implementation Executive

Currently, I’m balancing my responsibilities as a CSE for the Rest of the World (ROW) while diving into implementation tasks for North America. This dual role adds complexity to my day, allowing me to support global clients while managing the technical aspects of onboarding. Completing several large account implementations has been incredibly rewarding. I take pride in being able to see the tangible impact of my work firsthand.

Mastering Time Zones and Tackling Workflows

I like to segment my work hours into chunks. My day often starts with a quick check of emails and a priority list. There was this one time I had to wake up for a 6:30 AM meeting with a New Zealand client—I didn’t cry, but it was close! Learning to manage global time zones has been a skill in itself. Now, thanks to some handy scheduling tools, my time zone mishaps are down by 99%!

Small Steps, Big Changes: From 5-Minute 1:1s to Leading Discussions

When I started, my 1:1s with Jb would barely hit five minutes. I had my "All good, sir" line ready for every question! However, as I gained experience, these meetings became more substantial, stretching into deep discussions about team processes, account updates, and my insights on how we could improve things. It feels surreal to see that shift—from those quick meetings to contributing to strategic discussions.

Leading Initiatives and Mentoring: Creating Impact

One of my proudest contributions has been leading the overhaul of our Notion space. It began as an idea to gather team resources, but it evolved into a comprehensive knowledge hub. This Notion space now houses critical internal resources, including implementation processes, tools, demo videos, team operations, and onboarding programs. It serves as a reference point for the entire company, streamlining workflows and improving access to essential implementation materials. Coordinating this was challenging, but seeing it come together was incredibly satisfying.

On the mentoring front, stepping into a role where I could guide someone else was both nerve-wracking and rewarding. My buddy made such an impact on me that I was determined to pay it forward. Now, I find myself mentoring others, offering feedback, and working to ensure their success—just as my mentors did for me.

Every time I hear a customer say, "We wouldn’t know what to do without you," or "Oh, you're great! Thank you for putting up with our constant questions," my heart grows in size, reminding me that I’m doing what I was meant to do.

Looking Ahead: Growing into Leadership

My ultimate goal is to evolve into a team leader, and these experiences—handling tricky customers, leading initiatives, or mentoring others—are all stepping stones toward that. I’m excited to keep learning, growing, and contributing to the Fyle team in even more meaningful ways.