defi SOLUTIONS recently sat down with Jason Barrett, Chief Client Success Officer at defi SOLUTIONS, to learn more about his approach to leading high-performing teams and helping clients succeed.
In a few sentences, how would you describe your role?
I’m the Chief Client Success Officer, which means I’m responsible for the client delivery experience. That includes everything from project management to implementations, all the way through delivery of a successful product.
Why did you decide to join the defi SOLUTIONS team? What drew you to the industry? What keeps you engaged today?
I’ve known Tom Allanson, our CEO, for a number of years. I worked for him in his past role at Fiserv, and when he was asked to come over and take his current role, Tom asked a number of us that worked for him to come with him. I have a strong belief in Tom Allanson’s leadership abilities and knew this was going to be a successful venture. I was happy and eager to make the transition to come over into this role.
What does leadership mean to you, and how do you inspire your team?
As a leader, it’s my job to empower my team to be successful in their jobs, whether that’s removing obstacles, or giving them the resources or tools that they need. Whatever it takes to enable success for the teams, that’s what it means to be a leader to me.
How do you define client success?
Client success to me means that the client is able to be better for using defi services than they would have been without them. We provide a force multiplier capability or make their job easier, enhance their market expertise or reputation, make them better at what they do and able to accomplish their goals
What does an exceptional client experience look like to you?
An exceptional client experience to me, frankly, is boring. It’s highly predictable, without surprises or exceptions. It means highly repeatable, consistent delivery, on time, on schedule, on budget. The process should be boring for the client, while exceeding their expectations in a highly predictable way.
What trends should lenders pay close attention to?
I think that the answer is AI. All lenders need to be cognizant of what’s going on in the artificial intelligence space with the capabilities that are out there, the fraud that now exists, and the new optimizations to business processes. Some may call it a trend, but I’m not sure it’s going away.
