The Secret to Customer Success: Awesome Agents


TSheets Customer Success Guru Lisa Patel wins Intuit’s Awesome Agent award


When Lisa Patel heard her name called, her mind went blank. Not only was she surprised to be one of a handful of winners of Intuit’s CEO Customer Success Awards, she was caught off guard in the moment. She was still thinking about a big call that had been rescheduled in order for her to attend the ceremony.

Patel is one of TSheets’ outstanding customer success team members, working relentlessly as a success coach, guiding our largest accounts through their first payroll cycle with the software until they’re super comfortable using TSheets. I had the privilege of sitting down with her after she won the prestigious Awesome Agent award, which came with $5,000 in cash, plus prizes, as well as companywide recognition over live Intuit TV.

Patel was excited, humbled, and deeply impacted by the award. She said she’s amazed by the entire team’s passion and ability to go above and beyond for customers, even if it means staying late or skipping a break.

“We go to bat for every single customer,” Patel said. “We’ll go the extra mile, stay late, or work through lunch to make sure they’re 100 percent happy before they get off the phone. I admire that throughout the whole customer success team.”


Intuit CEO Customer Success Awards winner


An awesome award for an outstanding employee

The Intuit CEO Customer Success Awards highlight employees who exhibit excellence beyond their normal job duties and demonstrate exceptional leadership without boundaries. Nominations for Awesome Agent awards were considered based on cross-functional collaboration and their customer-first approach to work.

All nominees pursue customer delight, are results-driven, and live and breathe Intuit’s values every day. In the end, only eight winners were selected from across the Intuit organization. This year, winners spanned cities, states, countries, and continents, representing Mountain View, California; Phoenix, Arizona; Boise, Idaho; London, England; Sydney, Australia; Singapore; and Brazil. In other words, this award is a huge honor.

Although Patel admitted that customer success workers don’t always get tons of recognition for the small sacrifices they make to ensure a customer’s happiness, she still feels highly regarded at TSheets. The nomination and award, however, just made it all the more real.

“It kind of solidified everything. Like, you’re doing a great job. You’re doin’ the damn thing,” Patel quipped.


The TSheets team reacts

For her team, Patel’s win wasn’t a shock by any means. The crowd that gathered in the TSheets lounge on an early Wednesday morning sprung to their feet to cheer her on as she accepted her award. Her direct team nominated her for one situation in particular, in which Patel’s customer success skills and her propensity for learning fast were on full display as she breathed new life into a very important team process.

The nomination spoke to Patel’s drive to grow into her success role and bring innovation with her. Taking the project on herself, Patel used feedback from customers to go to bat for them and drive change.

“Lisa is so passionate about what she does here, and I think this example specifically shows how much she cares for both our customers and our company!” read Lisa’s nomination by the Customer Success leadership team.

And that sentiment is echoed throughout the customer success team, around TSheets headquarters, and far beyond.

“Lisa pours her heart into everyone she encounters, not just her customers but her friends and teammates as well,” said Harrisen Hagens, Success Coach Lead. “We’re absolutely lucky to have her on our team.”

To her friend and colleague Katie Calton, the award recognized Patel’s drive and devotion in everything she does.

“Lisa is always looking for ways to improve not only the processes here at TSheets but all aspects of her life,” said Calton. “She never settles for mediocrity and is our customers’ biggest advocate. She truly cares about her customers and coworkers, and it shows through every day. I have learned so much about myself just from being around her daily. To say this award is deserved is an understatement.”


TSheets Customer Success Awards winners

The TSheets leadership team honored TSheets team members for their commitment to our customers’ and our company’s success.


The not-so-secret sauce

We know our customer support team is world-class. And the “secret” to our success is really no secret to our customers and those who have met any of our TSheets Customer Support Gurus. We know that when it’s time to show the world what we’re made of, it always comes down to showcasing our kind team, our tight connections, and our drive to always do more.

Patel witnesses her team’s amazing energy every day. She said her team has taught her the value of advocating for customers, keeping it totally honest, and being okay with asking for help. “If I need help, she said, “I know I have 100 or 200 people who have my back.”

And it’s true. Keep doin’ the damn thing, Lisa!