Meet the team: Jimmy, Customer Success Lead Australia | Figured

Meet the team: Jimmy, Customer Success Lead Australia

29 Apr
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Adelaide: home of world-famous wine regions, innumerable churches, and our very own resident Customer Success Lead for Australia, James (Jimmy) Forward.

Jimmy’s job is to ensure our Australian partners are supported and successful in helping their own clients. And that’s really what attracted Jimmy to the role at Figured in the first place - playing a part in increasing the financial literacy of Australian farmers.

Living in a region rich in crop farming, he recognised the important role that farmers play in his community, as well as the significant financial stress and mental health pressures they can so often experience.

Despite this, Jimmy joined us with no hands-on farming exposure himself, but says he initially pulled on experience he’s gained working in parallel industries where clear, strategic financial plans are equally as important.

While his background in accounting and finance give him the theoretical grounding he needs to relate to our partners’ businesses, it’s his understanding of technology and systems that is where he delivers high value insight to them. Before joining Figured, Jimmy had began using and implementing Xero and its ecosystem of add-ons very early on. This experience means he’s really familiar with the change that cloud technology can bring to a practice, as well as the necessary work that comes along with making it a successful transition.

So, that’s where many of you will have already crossed paths with Jimmy. You’ll find him running training or product feedback sessions with our partners, testing upcoming features and working alongside the product team to design new ones.

A big part of his role is advocating for you, our partners, in what comes next for what Figured has to offer. The Customer Success team sits at the heart of Figured, connecting with every other part of the business - sales, product development, marketing. Jimmy likes the opportunity to represent the voice of the customer to each of these teams, ensuring our partners can grow and achieve great things with Figured.

When it’s time to close the laptop, there’s not a lot of opportunity for Jimmy to just put his feet up. With two young sons keeping him busy, he’s occupied by building stuff around the house with them, cooking them great food, visiting as many playgrounds in one day as possible, going fishing and staying fit so he can still give them plenty of airplane rides and piggy back.