Apr 11, 2022
In General Discussion
How Ross Paquette's commitment to building strong connections turned a bootstrapped ESP into a nine-figure customer engagement platform. “Welcome to Maropost! How can I help you?” a small square blue robot named Ross the Bot greets me from the lower right corner of the screen. This is my first visit to the Maropost site, so when a chat window pops up, I curiously click on the “Connect with a Maropost representative” option. Within seconds, the smiling face of Alana M (yes, a real, living person!) appears in a thumbnail offering all the help I could need. Online chat support has become increasingly popular, but in keeping with Maropost's impressive commitment to customer support, you can click on this happy little bot any time of the day and call a human to get help. In fact, this is just one of the few ways you can get in touch with them. This commitment to customer support has been a cornerstone of Founder and CEO Ross Paquette's vision for Maropost from day one. Along with its passion for innovation, this ongoing commitment to building strong connections with users is what transformed Maropost from a bootstrapped email service provider (ESP) into a brand new unified customer engagement platform. numbers in just six years. Paquette, who got his start in the employee email database tech space as a salesperson for an email service, is an entrepreneur eager to improve the spaces he knows well. And if there's one thing Paquette knows inside out, it's email. Ten years ago, he began his journey from junior sales rep to sales manager and then to another ESP where he recognized that as e-commerce grew, the potential of the email marketing world was also increasing. And he wanted to fit in there. But, as all first-time founders know, that initial leap into the depths of entrepreneurship brings steep learning curves and stormy seas that can often sink a founder's first company. Having a great idea is vital, but the day-to-day of running a business, leading a rapidly growing team and committing to a single vision is what turns an idea into a legacy. Building relationships It looked like Paquette's ESP was DOA. In 2011, Paquette knew he wanted to create a revolutionary email service provider. He had all the ideas ready-made, but he didn't have the technical ability to build them himself. He had tried to hire a tech developer, but things just weren't working out. Because Paquette was self-financing the business, nerves and doubt seeped in, and he considered closing the business before it even launched. When Paquette mentioned his struggles to his parents, they suggested he try online freelancer search sites. So Paquette posted on oDesk (now Upwork) looking for the perfect fit. The very first person he spoke to, Jagdeep Singh, is now his CTO, whom he considers a co-founder.