Meet Optro’s 2025 customer obsession value champion: Florence Li

At Optro, a value champion is an individual who exemplifies and embodies our Optro core values. Selected through our annual Values Champions Awards, these individuals demonstrate exceptional commitment to our values in their everyday actions and interactions. As value ambassadors, they serve as role models and champions of our organizational values, inspiring their colleagues and contributing to a culture of excellence, integrity, and collaboration throughout the year.

Meet Florence Li, a Customer Success Manager at Optro and our 2025 customer obsession value champion. As a Customer Success Manager, Florence exemplifies customer obsession every day. She excels at guiding our customers to get the utmost value from Optro, consistently delivering with a smile. Her remarkable ability to solve problems and her steadfast accountability are key qualities that make her a true champion of customer success.

Tell us about your role at Optro!

Florence: I’m a Customer Success Manager at Optro, supporting our Commercial customers. My team partners with our customers to achieve their desired business outcomes by providing guidance and resources to drive successful adoption and value-add from our platform. Through these efforts, we help to ensure customer satisfaction that results in renewals and expansion opportunities.

What is the most valuable lesson you’ve learned at Optro?

Florence: One important lesson I’ve learned so far is the importance of being adaptable, as things have evolved constantly at the company, whether it's our processes, priorities, or the way we work. Embracing change and remaining flexible, in addition to having amazing and collaborative colleagues, has helped me stay motivated and grounded.

What is the most rewarding part of your job?

Florence: The most rewarding part of my job is connecting with customers and hearing how Optro has positively impacted their day-to-day operations. It’s even more meaningful knowing that this impact is also made possible through the collective efforts of not just the Customer Success team, but cross-functional collaboration across the organization. It’s a great feeling to be part of a team that truly makes a difference!

How has Optro helped you in your career development?

Florence: I came into this role at Optro without having a background in Customer Success, so I’m really grateful to the team for giving me the opportunity to step into this role. The resources we have available to us, and continue to add to, have been instrumental in not only helping me learn the fundamentals of being a CSM but also in continuing to improve and evolve in this role.

What advice would you give someone interested in a career in your field?

Florence: Depending on your current and past experiences, you may already have some skills that transfer well in Customer Success roles, including, but not limited to, relationship management, problem-solving, and communication. Leverage your existing industry knowledge and those relevant skills to target roles in those industries where your background is a key asset. Also, don’t be afraid to reach out and network with other Customer Success professionals through LinkedIn and other forums to seek additional advice and insights.