Behind the Success Score: Meet Vesna Trtnik, Gecko’s Customer Success Champion
Maja Sušnik, Marketing Specialist
At Gecko HRM, we believe that exceptional technology is only as effective as the people who support it. That belief comes to life every day through our Customer Success Team, including Vesna Trtnik, one of our dedicated Solutions Consultants.
Vesna plays a crucial role in ensuring that our clients continue to thrive long after their Gecko HRM platform is up and running. Her mission? To keep clients supported, confident and successful at every stage of their journey.
From Go-Live to Everyday Success
Once implementation is complete, clients transition from our project team to our customer success specialists. This is where Vesna steps in, becoming the primary point of contact for day-to-day support.
Her role is varied and fast-paced, often including:
- Responding to support tickets and prioritising urgent client needs
- Guiding users through new features and sharing best practices
- Identifying opportunities for proactive engagement
- Collaborating with development, product and consulting teams to resolve challenges quickly
Vesna explains: “Our goal is to ensure that clients are genuinely satisfied because they’re using the platform in the way they intended and it’s helping them manage their HR processes effectively.”
Building Relationships, Not Just Resolving Issues
What sets Vesna apart is her proactive, relationship-led approach. She doesn’t simply respond to issues, she tries to anticipate them. Whether following up after a training session or checking in on a past query, Vesna’s aim is always to ensure each client feels seen, heard and supported.
Communication plays a central role here. If clients face challenges, we prioritise keeping them informed. Whether through a quick call or a timely update, our goal is to ensure clients never feel isolated in the process.
As Vesna puts it, “Even a short check-in can make a big difference. It shows the client we’re engaged and that their issue matters.”
Empathy, Flexibility and the Human Touch
Every organisation is different, which is why the emphasis on empathy and adaptability continues in the way we communicate.
Vesna and the whole Gecko HRM team aim to understand what kind of support works best for each client and adjust their approach accordingly. Some clients may prefer concise updates, others want more context and the key is recognising those needs and responding with clarity and care.
This empathetic mindset builds trust and trust leads to better outcomes. Clients know they can rely on Vesna to truly care about their success, not just resolve their tickets.
A Clear Impact: Results That Matter
The results speak volumes. Our 2025 Customer Satisfaction Survey showed a marked increase in positive feedback across all areas, with clients repeatedly highlighting the customer success team’s responsiveness, empathy and problem-solving abilities.
While our blog on CSAT scores explores this in more detail, one thing is clear – Vesna’s approach is one of the things that drives measurable results.
Success is a Team Sport
Vesna is the first to acknowledge the power of collaboration and teamwork.
“These results aren’t just mine,” she notes. “When I escalate something to development and they respond quickly, that’s part of our success too. Product, consulting, support – we’re all aligned, and that’s why it works.”
These efforts extend beyond support and into the continuous improvement of the platform itself. Feedback from clients is regularly shared with the product team to help shape future updates and enhancements. By staying closely aligned, the teams ensure that new functionalities reflect the real needs of HR professionals using Gecko HRM in practice.
At the same time, the customer success team is focused on proactive engagement. This includes refining internal processes, identifying areas where clients may need additional support, and improving communication flows. It’s all part of a broader commitment to not only respond effectively, but to stay one step ahead of client needs.
What Makes a Great Customer Success Partner?
When asked which skills are essential in her role, Vesna points to attributes that extend beyond technical expertise:
- Patience – sometimes going over the same processes is part of the journey
- Adaptability – no two clients or situations are ever quite the same
- Empathy – seeing problems from the client’s perspective makes all the difference
Her curiosity and genuine interest in the platform also play a part. Vesna thrives on exploring how different configurations support diverse HR processes and that depth of understanding translates directly into client value.
Looking Ahead: Adoption and Engagement in 2026
Looking to the year ahead, Vesna and the wider team continue to be focused on a clear goal: ensuring that clients not only implement Gecko HRM successfully, but fully adopt and benefit from its features.
Vesna explains. “We want clients to use the tools they’ve invested in and to use them well.”
That means deeper follow-up, more structured engagement, and a sustained commitment to build strong, personalised relationships.
Alongside this, the team is continually reviewing internal processes, staying close to client needs, and making targeted improvements, with the CSAT 2025 results as clear evidence that these efforts are making a difference.
Ready to Experience Customer Success at Gecko HRM?
At Gecko HRM, client success isn’t an afterthought, it’s built into everything we do. From implementation to ongoing support, our team is here to ensure your HR platform delivers meaningful results, every step of the way.
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