24 Questions with Faith Jukes

Interviewed by Katie Hilton, Marketing Manager

We’re back with another edition of 24 Questions, where we get to know the incredible minds behind Force24.

This time, we’re chatting with Faith Jukes, one of our standout Customer Success Managers, who’s returned to Force24 after being part of the team during different key chapters of our journey. Faith has seen firsthand how the platform has evolved and continues to make an impact by helping our clients achieve their marketing goals. She shares her thoughts on the latest in marketing automation, customer success, and what it’s like to be part of Force24’s growing story.

 

1. Faith, welcome back to Force24! What’s been the biggest change or exciting new development since you rejoined the team?

Thanks, it’s so great to be back! I think the expansion of the team has been the biggest change, seeing the growth within the company has been amazing. It’s a breath of fresh air to have even more experts around us in the office!

 

2. You work closely with Force24 marketers—what excites you the most about how the industry is evolving?

I wouldn’t be working in Tech if I didn’t mention AI…and it’s certainly not here to take our jobs. Seeing how it has evolved over the past 12 months has been exciting and I’m looking forward to the projects we’re working on internally to enhance the work lives of our marketers.

 

3. When helping clients unlock the full potential of marketing automation, what’s the most rewarding “aha” moment you see them experience?

It’s great when our marketers start utilising deep, behavioural segmentation to truly connect with different “pots” within their audience. Seeing the impact this has on deliverability and engagement is fantastic.

 

4. Clients often face unexpected challenges when diving into automation. What’s one hurdle that surprises them, and how do you help them tackle it?

A common hurdle is deciding how and where to use the data that they have in Force24. Showing the value of segmentation and personalisation really demonstrates the importance of using the fields available to them – our Force24 Masterclasses ran by Adam, our CEO, are a great event to attend if you want to hear the impact of this!

 

5. You’ve got a knack for building great relationships—what’s your approach to making everyone feel truly connected and supported?

Taking the time to dig deep into the current problems and end goals to know where we can support is key. Breaking this down further into short term goals, long term goals and quick wins is often a really easy way to help our marketers prioritise.

 

6. With so many projects going on, how do you keep things fun, creative, and flowing smoothly, even when you’re juggling multiple priorities?

I prioritise organisation and collaboration. Leaning on colleagues when needed is also a great way of keeping things creative by learning from other viewpoints and expertise.

 

7. Is there a particular moment in your day-to-day at Force24 that makes you think, “I love what I do”?

Getting to meet with the marketing team we work with either online or face-to-face is my favourite part of the job. I love talking through upcoming campaigns and knowing we can help them be successful.

 

8. How do you stay ahead in such a fast-moving industry? Any tips for continuous learning?

Learning from colleagues is the easiest way! We have some amazing team members here with such diverse career backgrounds so it’s a great way of picking up new things.

 

9. What’s been one of your most memorable moments with a customer, where you felt like you really made a difference?

I visited a team to do a review of the year so far and talk all things Marketing Automation for 2025. Their integration was almost ready to go live so we spent a few hours going through the benefits of pulling their data into our platform to be able to trigger campaigns and segment their customer base. We all came away from the meeting really excited and notebooks were definitely full!

 

10. When marketers hit a roadblock, how do you get creative in finding solutions that not only solve the problem but pushes the project forward?

I think understanding longer term or wider business goals always helps see the bigger picture and WHY they’re trying to do something. This can then help me to see how we can support this problem but also expand on their activity and find different ways to approach the campaign(s).

 

11. Customer success is always evolving. What’s one change you’ve noticed that has completely shifted how you approach your work?

The shift toward a more proactive and personalised approach has been a key movement within Customer Success, especially over the past 2 years. This proactive mindset not only enhances customer satisfaction but also strengthens long-term partnerships, making my work feel more impactful and rewarding.

 

12. Have you ever helped a marketer discover a surprising new way to use the Force24 platform that totally transformed their strategy?

Supporting customers in using our Journey Builder for value led content is always something that excites me. Enabling them to become thought leaders in their space and having a journey that can run in the background alongside other campaigns is really cool!

 

13. What’s one tip you give new Force24 users to make sure they hit the ground running?

Lean on our Product Experts and utilise the Free Training & Support. Our team should be an extension of yours and we’re all here to ensure you succeed!

 

14. How do you make sure everyone’s on the same page when working with different teams?

I always focus on clear communication. Jumping on a call to check everyone understands their role and responsibilities for that project/campaign ensures things don’t get lost in an email chain.

 

15. What’s one project that really stretched your creativity or problem-solving skills, and how did it play out?

Integrations always lean into both my creativity and problem-solving, whether that’s brand new or a re-scope. Exploring use cases with customers to understand what campaigns they’d like to do and what data they might need now, and in the future.

 

16. You manage many different projects at varying levels at once. How do you keep things running smoothly across the board without missing a beat?

I love a to-do list! My notebook is always filled with meeting notes that I can then follow up from and load into our internal system. I also like to organise my calendar to ensure prioritisation of tasks.

 

17. Empathy plays a big role in your work. How does that shape the way you support clients day-to-day?

Ultimately, empathy enriches my interactions and helps create meaningful relationships with my clients. I listen, understand their objectives and work collaboratively with them to ensure they feel valued.

 

18. The market is continuously changing, so not only do you but also your marketers need to remain updated. How do you manage this?

I’m driven by delivering personalised experiences, faster responses, and seamless interactions across platforms. That’s why I’m so glad that each of our customers have a dedicated Customer Success Manager and everyone has access to our free training and support for life. Our Product Experts are also available on our live chat Monday – Friday 9:30am-4:30pm with a 2-minute SLA! The live chat is a great place for our customers to go to for support whilst they’re in the platform.

 

19. What’s the most out-of-the-box solution you’ve helped implement for a project, and what kind of impact did it have?

I always support our recruitment clients to implement a nurture journey for their clients to ensure the brand is at the forefront of their mind. Nurture journeys are a great way of consistently delivering your brand’s message and can run in the background alongside all other campaigns.

 

20. There’s so much to learn when it comes to automation, how do you guide new users? 

There is SO much that can be done through the Force24 platform so breaking it down into manageable chunks to align with customer needs at that point in time is key. Everything can always be built on and expanded too so working closely with clients to take them to their next phase and demonstrating how they can use different features in the platform is always rewarding.

 

21. If someone were just getting started in customer success, what’s the one piece of advice you’d want to share with them?

The most important piece of advice is to prioritise active listening. Understanding your customers’ needs, challenges, and goals is crucial to building strong relationships and delivering real value.

 

22. What’s a hidden gem in the Force24 platform that you love showing clients, and why?

Automated Marketing Lists was a big win for me! Having the ability to automatically add and remove contacts based on specific criteria and have the platform do this for our clients is really cool!

 

23. Where do you see customer success heading next, and how do you think it will keep driving business growth?

I imagine the shift toward a more holistic customer experience will likely continue, with customer success teams working closely with marketing, sales, and product development. This cross-functional collaboration will help create more cohesive strategies that drive retention and growth opportunities.

 

24. Lastly, how has working at Force24 shaped your career journey, and what are you most excited about for the future?

I originally joined Force24 in 2019, as a Digital Marketing apprentice diving straight into the Customer Success team. I completed my studies in 2020, which really set me up to work with our clients in the most effective way. We had a much smaller team back then which meant I was really hands on with things like DNS set-up, integrations and more – this has given me a lot of knowledge to support me in having those conversations with our clients even still today! I’m excited to see how the teams continue to evolve here at Force24 and to see where my career goes next!

Fancy joining forces? We’ve always got our eyes peeled for new talent. Head over to our careers page to see the latest vacancies.

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