Spotlight: Edward Ward @ Delivery Solutions

How did you get into support/success?

I got into Support and Customer Success through an incredible opportunity at Time Warner Cable, where I was promoted to lead a new White Glove Support Department called SignatureHome. This department focused on delivering elevated, concierge-level service to high-value customers, ensuring every interaction was seamless and impactful.

The experience of building and leading a team dedicated to white glove service ignited my passion for delivering exceptional customer experiences. It also opened the door to Support and Customer Success leadership, where I’ve continued to focus on empowering teams, driving customer satisfaction, and building strong, lasting relationships. This foundation has shaped my approach to customer-centric leadership throughout my career.

What do most people get wrong about support/success?

Most people think Support and Success are reactive roles, focused solely on solving problems or handling complaints. In reality, they’re proactive, strategic functions that drive customer satisfaction, retention, and growth. Success is about building relationships, anticipating needs, and ensuring customers achieve measurable value, not just putting out fires. These teams are revenue drivers, fostering upsells and renewals by delivering value.

How do you see post-sales teams evolving when it comes to AI?

Post-sales teams will evolve significantly with AI, moving from reactive support to proactive, predictive engagement. AI will enhance customer insights, enabling teams to anticipate needs, prevent churn, and personalize experiences at scale. Routine tasks like ticket triage and onboarding will become automated, allowing teams to focus on strategic initiatives, relationship building, and delivering higher-value outcomes. AI will also empower post-sales teams with real-time data and decision-making tools, redefining how they drive customer success and retention.

What advice would you give to someone starting in customer support/success?

Focus on empathy—understand your customers’ needs and frustrations to build trust. Master your product; deep knowledge is key to solving problems confidently. Be proactive, not just reactive, by anticipating customer needs. Own mistakes transparently and value relationships; support is about people, not just transactions. Finally, stay curious and embrace continuous learning to grow.

What's the most rewarding part of your role in customer support/success?

The most rewarding part of my role is combining my passion for creating exceptional customer experiences with being a people leader and mentor. I thrive on empowering my team to grow, succeed, and reach their full potential while helping customers achieve their goals and realize measurable value.

I also deeply value working cross-functionally, as it enables me to bridge teams, align strategies, and foster collaboration. This approach not only drives meaningful impact for customers and the business but also creates a culture of innovation and shared success. Seeing the ripple effects of a strong, unified team delivering exceptional results is what fuels my passion every day.