Getting to Know Lohit Arora, Head of Commercial Operations, Content Design (QXP), Sales Desktop at Quark

Quark has been a pioneer in desktop publishing for over 40 years, bringing capabilities into its page layout and digital publishing offering (QuarkXPress) that fuel designer productivity, push creative boundaries and support their ability to reach their digital and print content goals.

Lohit Arora brings a wealth of experience in customer tech support, recognizing the pivotal role it plays in driving customer success and ultimately, sales growth. This expertise has been instrumental in his leadership of QuarkXPress's Commercial Operations. As Head of Commercial Operations, Lohit leads a customer success team that leverages its in-depth product knowledge of QuarkXPress to foster strong customer relationships, drive sustained business value and deliver an exceptional customer experience.

We recently sat down with Lohit to gain valuable insights on key aspects of commercial operations, customer success, and customer experience. Our discussion covered critical topics such as:

• Building a high-performing customer experience team: Identifying the key characteristics and strategies for maximizing the effectiveness of a customer experience oriented team.

• Optimizing commercial operations processes: Understanding the best practices for efficient and successful commercial operations.

• Measuring product success in the market: Defining and tracking key metrics to assess product performance and customer satisfaction.

How have your previous job experiences helped shape your approach and responsibilities in your current position at Quark?

Prior to joining Quark, I spent over seven years in tech sales and support, gaining invaluable insights into how these two functions work together to deliver an exceptional customer experience. I've learned that regardless of team size, fostering harmony and recognizing the unique needs of each customer is paramount. Tech support often serves as the first point of contact for many customers. By equipping our team with strong technical expertise and the ability to address customer challenges effectively, we not only resolve immediate issues but also gain those valuable insights into their evolving needs and requirements. This understanding allows us to proactively identify potential solutions that can further enhance their workflow and productivity within the QuarkXPress ecosystem. By empowering our team with this knowledge and fostering a customer-centric approach, we ensure long-term customer satisfaction and build strong, lasting relationships.

As head of Commercial Operations for QuarkXPress, how do you measure success?

Success is different for different teams. Sales success looks different than tech support team success. The commonality is we have a defined target of growth for the year, and we make strategic, incremental moves throughout the year to ensure we meet our growth targets. People love Quark's product so if we continue to deliver exceptional customer service and support, it plays a huge role in helping us meet our growth target. We also constantly evaluate market trends and potential risk factors and have indicators that we monitor regularly. This allows us to make smart adjustments while supporting our ability to continually grow our business organically. We aim to secure first time customers and turn them into long-term, loyal customers.

What is the most important factor in a successful commercial operations functional area within an organization?

Always keep the customer's experience in mind and understand how they can get more value out of your products. Be an advocate for your product by thoroughly understanding its value proposition and how it can address your customers' challenges. By helping customers recognize how your technology can address a complexity, you build trust which is essential to growing the customer relationship.

What makes a successful team?

I firmly believe that successful processes must be directly aligned with the company's overall objectives. As a manager, I prioritize fostering a culture of mutual alignment within my team. This involves establishing clear processes that enable even the largest teams to work seamlessly and efficiently together.

However, I also strongly believe that team members should be champions in their roles. I encourage ownership that allows my team the freedom to express their ideas and execute on their own initiatives. This not only fosters a sense of autonomy and engagement but also creates an environment where individuals can thrive and develop their leadership skills.

Finally, mentoring and guiding team members in their growth journey is crucial. By providing them with the necessary support and guidance, I aim to cultivate a pipeline of future leaders who can contribute significantly to the team's success and the overall company goals.

What do you like to do in your free time?

I'm a family man. I also have a passion for audio books and like to listen and learn about what the future holds from a technology standpoint. You never know what you can learn and bring back to your business.