Milena Shayan

Company Role:
Customer Success Manager


What do you do at Omnia Retail?
It’s hard to narrow it down :) My team and I are the first contact point for our customers. We do the technical support, workshops, and consulting. Besides that I do routine check-ups, proactive support and different projects to improve the internal & external processes. Other than that, I’m helping out wherever it’s needed, for example, Office Management, Accounting, Organizing little after work get-togethers with coworkers.

What is something people in your industry have to deal with that you want to fix?
In my day to day work I deal with a lot of customers and different accounts and support a lot of users with their challenges. 
What I really have learned is that looking at every challenge with respect and comprehension, to solve the issues and help our customers. I want to set an environment that relies on mutual respect and is conducive to problem solving.

What is your past experience, of working in your position?
Before I started working at Patagona (Omnia now), I helped in my parents' lab at the time and already had a lot of contact with customers. My studies in industrial engineering with a specialization in mechanical engineering, taught me besides technical thinking a lot about different soft skills like handling stress, being organized and disciplined. 
I’m glad that I was able to gain experience in many different areas within the company, from cold calling, sales, accounting, direct contact at fairs and more. So the last past almost 6 years I built a lot of know-how and best practices for my actual position within the customer success department.  

What do you like about working at Omnia Retail so far?
On one hand, as e-commerce is constantly changing and evolving, we as a SaaS company are also always challenged to evolve.  I have always had the freedom to delve into different areas and aspects and learn a lot of new things. 
On the other hand, I find that the friendly and supportive environment is not only encouraging but also makes working at Omnia fun.

What are the values that drive you?
Kindness, Creativity, Acceptance 

What are your top-3 favorite books?
It’s usually hard for me to pick favorite books because they change over time.
- Ikigai - Ken Mogi

Two books I just started to read and already like a lot:
- Who am I and if so how many? - Richard David Precht
- The vegetarian - Hang KangBlink - Malcolm Gladwell

What do you enjoy doing when you are not working?
I like to paint, go to exhibitions (the most recent one was the Renoir - Rococo Revival), spend time with friends, and do some gardening.

Let’s end with your favorite quote!
"As time goes on, you’ll understand. What lasts, lasts; what doesn’t, doesn’t. Time solves most things. And what time can’t solve, you have to solve yourself." - Haruki Murakami