The Aimiable Approach

Olga Gomonova is the CEO of Aimiable, a venture-funded company specializing in cutting-edge Customer Support Workforce Engagement Management SaaS. 

Previously, Olga served as VP of Customer Enablement at Unqork, contributing to the company's valuation surge from $50 million to $2 billion. Her roles encompassed strategy, team management, budget oversight, and tech implementation.

Olga's expertise spans cloud solutions, digital transformation, and innovative market strategies, with prior experience at Microsoft and McKinsey & Company. She holds an MBA from Harvard Business School and is dedicated to driving growth in the tech industry.

#FridayFutures Highlight 22: Olga Gomonova, CEO - Aimiable

Can you describe the journey of how you transitioned from working at Unqork to becoming an entrepreneur and receiving support from Fractal? 

In general, the Venture Studio model is interesting because it pairs a talented entrepreneur with an idea that the studio believes has strong potential. You don't necessarily need to come from the industry to have a good idea, but in my case, I did have relevant experience. I come from the industry, and my co-founder and CTO also have backgrounds in building proprietary ticketing systems and understanding customer support.

When you have a match between your background and the idea, things tend to go smoother and easier. I had a range of options to choose from when it came to selecting an idea, but given my familiarity with customer support, it was a no-brainer for me. That knowledge became an advantage, and everything fell into place.

Can you share your inspiring journey, starting from coming from Russia and working as a maid, to your time at Harvard, and then your remarkable career?

I appreciate your kind words, Alana. Thank you. So, here's my story. I was born and raised in Eastern Europe, and I came to the United States to work as a maid, making just five dollars an hour at a small motel in New Hampshire, specifically Laconia. I didn't have much say in where I ended up. For several weeks, I cleaned bathrooms and made beds, and I have to admit, I wasn't very good at it, nor did I enjoy it. It wasn't quite the American dream I had envisioned.

However, there was an unexpected turn of events. About three weeks after my arrival, by pure coincidence, Laconia hosted the Harley Davidson Bike Week, a massive event with thousands of bikers. I was 18 years old and had never seen anything like it. I was both amazed and intrigued. I knew this event could be my ticket to something better.

I didn't meet a boyfriend, but I did manage to secure a job during the convention. I saved up a thousand dollars, and after the event, I took a bus to Boston because it seemed more approachable than New York. I had a younger friend with me, and we spent a couple of nights sleeping at the bus station, trying to find jobs and youth hostels. It was a crazy time.

Eventually, we settled in. I started doing small shows and modeling gigs. By the end of the summer, I decided to stay in the United States because it just felt right, like home. I dropped out of college in Russia, which was tough for my mom to accept. I hoped things would work out here, and they did.

I spent two years working, then attended college in Boston at Tufts. I graduated at the top of my class, worked in finance in New York, went to HBS, worked at McKinsey, joined Microsoft, and eventually started my own successful startup. So, it all worked out in the end.

What’s the most exciting thing you’ve learned you’d want others to know?

The most exciting and vital aspect of the entire journey, in my opinion, is keeping your eyes firmly fixed on your ultimate goal from the very beginning. I believe that this desire for success should be deep-rooted and not something you stumble upon randomly. Even if your goal is a decade away, keep it in your sights, because life will present you with opportunities along the way that will help you grow.

Looking back, I can see how critical my previous job at Unqork was to my current success. Back then, I didn't fully grasp its significance, but now I can connect the dots. So, maintain a clear long-term vision and make plans accordingly. Watch as life magically provides opportunities that allow you to mature into the position you desire.

One important thing to note about entrepreneurship, especially at the beginning, is that it can be an intense and eye-opening journey. Even if you're someone who thrives on rapid change and has a high tolerance for intensity, those first few months can be challenging. There were times when I felt like I wasn't okay, and I had to take it one day at a time. However, as you gain experience and confidence, things start to settle down.

If you're ready for an adventure, I would highly recommend entrepreneurship. Just be prepared for the initial intensity, and know that even if the timing isn't right now, the opportunity may come along later.

Were there moments before starting your entrepreneurial journey when you considered it but held back? What made you decide that the time was right to embark on this path?

I did try to start a company before, but it didn't work out. Looking back, I realize it was too early for me. I was relatively inexperienced, and I didn't have the right team or a well-thought-out idea. I had this notion of being a founder, raising some money, and hoping something would work without a clear understanding of what it takes to build a successful business. Concepts like product-market fit were quite vague to me. I thought you could just do whatever you wanted and hope it became a business.

It was a humbling experience when that first venture failed. It became painfully clear that I didn't know what I was doing. It wasn't a matter of luck; I was simply unprepared and lacked the necessary skills. So, I went back to square one, back to learning, and decided to give entrepreneurship another shot. This time around, I'm much better prepared, and the results have been different.

Is there any person or company that’s inspiring you right now?

When I see articles in publications like The Wall Street Journal about accomplished female executives in fields like media, advertising, or tech, I can't help but feel envious. But it's a good kind of envy. I look up to them and think, 'Yes, I want that too.' In general, I don't have a single idol, but any woman who has excelled and reached a senior board-level position in a renowned company becomes a role model for me.

What’s your advice to someone getting started?

If someone is thinking about starting a company, it's crucial to think carefully about their partnership. This advice may sound clichéd, but it becomes incredibly relevant when things get tough. Consider who is standing by your side, how they are supporting you, and whether they possess the right complementary skill set.

In my opinion, getting the right partner is the number one priority. If you don't get that right, everything else can spiral out of control. So, pay attention to the personalities you bring on board for your entrepreneurial journey.

What’s your hot take or unpopular opinion about the future of customer service and entrepreneurship?

AI is poised to disrupt customer service by replacing human agents. This disruption has sparked fears about job security. However, I view these changes from a more optimistic standpoint. While AI will certainly transform customer support and may replace some jobs, it also presents opportunities.

For those who continue to work in customer support, their roles are likely to become more interesting. The mundane and repetitive tasks, like resetting passwords, will be automated, leaving agents to focus on more engaging and complex interactions. I believe that these technological advancements will make the industry more enjoyable and less of a grind for customer service professionals.

Our goal is to create AI solutions that are easy, flexible, and supportive of agents, ultimately enhancing their job satisfaction.

How can we stay in touch with you and Aimiable?

Our primary customers are leaders of customer support teams, whether they work in companies with dedicated customer support departments or contact centers. Typically, once a customer support team reaches around 15 to 20 agents, operational challenges arise. If these teams are still using spreadsheets for tasks like scheduling and forecasting, it can become a nightmare.

Our platform, Aimiable, is designed to automate repetitive tasks that every customer support team faces. We aim to make things easier than many other platforms on the market, leveraging AI to optimize interactions and provide a seamless user experience. Our tagline is 'Take the work out of workforce management.' 

If you're a support team director, manager, or anyone looking for automation solutions, please feel free to connect with me on LinkedIn or email me at olga@aimiable.io. I respond to all my emails and would be thrilled to hear from you.

Have thoughts on this week’s topic or question for me or Olga? Post your thoughts in the comment section. Until next week.🙂

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