Earlier this month, Rose interviewed Lisa Edwards, who returned to Brightspot in 2021 after working at Univision for the previous four years. During their conversation, they discussed Lisa's experience moving from Brightspot employee to Brightspot customer, and how that experience is guiding her new role.
You returned to Brightspot earlier this year to develop our customer success program. Can you tell me more about your role and what you're hoping to accomplish in this new position?
One of the things that made me want to come back was the fact that I had been on both sides of the fence and felt I had a lot to offer. I was an employee with Brightspot for a long time, which offered one perspective of working with clients, and then I left to work at Univision, where I was a Brightspot client. This gives me a unique perspective on our business and how we can improve our partnerships, communication and quality of support we provide to our clients.
My role is focused on delivery and success, and I want to spend time engaging with our clients. I think it’s important to understand their needs, pain points, as well as update them on things we’re doing to improve Brightspot that can have a positive impact on their teams and business. Additionally, I’m focused on improving the Support Portal and how we manage requests from our clients. I believe this enables us to build stronger and long-lasting partnerships with our clients, which is our goal. This is what made me excited to return to Brightspot.
In 2016, you left Brightspot to work at Univision to lead the product that you guided from day one. What was it like to move to the other side of the table?
It was a different world, and it took some time for me to adjust. You realize how dependent you are on your platform partner.
Coming back to Brightspot, I appreciate how much our clients depend on us. Many of our clients don’t have regular access to project or delivery team resources, so it’s easy to feel detached and vulnerable. That’s why I believe it’s critical to establish more regular communication and improve our methods for supporting our clients and their requests.
You've worked in product management for nearly 20 years. What have been some of the biggest changes that you've seen in the industry?
I would say it's the quality of content management systems. I remember when you had to publish raw HTML! Seeing that evolution over time, I am astounded at how simple we have made very complicated things. Another big change has been how we integrate with third-party APIs. It has become so seamless and essentially is now just plug-and-play. Brightspot makes things so much easier for everybody!
What accomplishment in your career are you most proud of?
One of the lessons that I have learned is that when things get tough and you encounter problems, how you handle those moments defines you. Some of the best things that have happened in my career have come from projects that have gone wrong. The more you dig in at those moments makes the outcomes more meaningful. Not only do you solve problems, but you build respect and trust in those partnerships.
What traits are most important to making you successful at your job?
The ability to listen, be accountable, and to work collaboratively with people. Those are the most important traits required to build successful partnerships.
What's the best piece of career or life advice that you've received?
You need to show up, especially when things are not going well. Dig into problems to force a positive outcome. That advice has paid off time and time again.
Besides the people, what is your favorite part about working at Brightspot?
I love the people here. I have had relationships with many of them for 10-15 years or more. It's like working with family! I also love the mission of the company and how we approach work but more broadly, life in general, with a commitment to serving others in a meaningful way.
What are your favorite activities or hobbies to do outside of the office?
I really enjoy cooking and Orange Theory Fitness; and, I love animals. I have a variety of wild stray pets in my neighborhood that I take care of!
If you could travel anywhere in the world where would you go?
I would go to Italy, specifically the Amalfi Coast!
What is the last the movie you watched? Would you recommend it?
Barb and Star Go To Vista Del Mar. It's a silly movie that was easy and breezy to watch. It was the perfect pandemic movie! It was set in Florida, which is where I live, so I can relate. Plus it was produced by Lionsgate, one of our clients, I would definitely recommend it!
