Podcasts about global customer success

#updateai #customersuccess #saas #businessSarah Parker, SVP, Global Customer Success at BetterUp joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach.Topics Discussed Meet Sarah Parker & Learn about BetterUpHow coaching equips leaders to navigate challengesChallenges at BetterUpHigh-touch approach for customer success Challenges despite a high NPSServices offered by BetterUpMindset transition from a service provider to a partnerAugmenting CSMs & enabling customers as platform ownersHigh demand for low-touch models faces resistanceArticulating worth for maximizing impactCSMs are trained to be a superheroTransitioning from UiPath to BetterUp was personal___________________________

#updateai #customersuccess #saas #business Josh Schachter (UpdateAI) and Kristi Faltorusso (ClientSuccess) are joined by Andrew Gaer, Senior Director of Customer Success, and Sean Andrews, VP of Global Customer Success at Bluebeam. In this episode, they explore Bluebeam's journey transitioning from a desktop application to a cloud-based SaaS model, focusing on the intricate details of customer success, internal team support, and transition challenges. They also discuss how Bluebeam leverages AI to enhance product functionalities while minimizing user disruptions and delve into the dynamics of community engagement and feedback for better customer satisfaction. Plus, there's a sprinkle of light-hearted banter and a playful detour into the world of fast food! Timestamps 0:00 - Preview, Intros & Del Taco 7:30 - Transition from desktop applications to SaaS 10:30 - Challenges and Successes of Transitioning into a SaaS model 18:15 - Approach to Customer Enablement & CS 25:23 - Measuring and analyzing KPIs for customer success 35:20 - For your customers -- You are an expert on your product 38:50 - AI Integration and Product Enhancements ___________________________

#updateai #customersuccess #saas #business Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach. Timestamps 0:00 - Preview 1:02 - Josh's childhood bedroom & Men need pillows 2:36 - Wish Jon a Happy Birthday! 4:15 - Meet Sarah Parker & Learn about BetterUp 6:42 - How coaching equips leaders to navigate challenges 10:30 - Challenges at BetterUp 13:00 - High-touch approach for customer success 14:40 - Challenges despite a high NPS 18:18 - Services offered by BetterUp 22:04 - Mindset transition from a service provider to a partner 25:15 - Augmenting CSMs & enabling customers as platform owners 29:10 - High demand for low-touch models faces resistance. 31:45 - Articulating worth for maximizing impact 33:54 - CSMs are trained to be a superhero 35:33 - Transitioning from UiPath to BetterUp was personal 37:35 - Wrap up! ___________________________

Intercom VP of Customer Support Declan Ivory chats with Jenna Elliott, VP of Global Customer Success at digital analytics platform Amplitude, about the intricacies of driving customer success in today's world and what the roadmap for businesses aiming to thrive in this era looks like.

Guest: Michael Weening President and Chief Executive Officer at Calix (Ticker: $CALX) Website: https://www.calix.com/ Bio: President and Chief Executive Officer Michael was promoted to president and CEO of Calix in September 2022, and is a member of the Board of Directors. He brings more than 20 years of experience leading growth, strategy and transformation to his role as President and CEO. Michael most recently served as the Company's President and Chief Operating Officer since January 2021. Michael joined Calix from Salesforce where he served as the senior vice president of Global Customer Success and senior vice president, Japan and Asia-Pacific Customer Success, Services and Alliances. Over the span of his career, Michael has held executive positions in North America, Europe and Asia. Previously, Michael held leadership roles at Bell Mobility in Canada, where he was vice president of business and consumer sales. Michael also held sales leadership roles at Microsoft, in Canada and the United Kingdom. Michael holds a Bachelor of Arts in Business Administration, from Brock University supported by ongoing executive education at Queens, Wharton and USC. --- Support this podcast: https://podcasters.spotify.com/pod/show/smartmoneycircle/support

Joining the podcast this episode is Mark Brunstad, the Global Customer Success and Enablement Director for Veeam. We discuss the vision for Veeam education moving forward, and how it impacts partners. A great conversation with terrific insights into where Veeam is headed with training and certification!

The phrase "walk before you run" echoes throughout the industry right now. Autodesk's Senior Director of Global Customer Success Brandon LaCourciere says that with an influx of new tools hitting the market, we must solve practical problems. Adoption won't come from solving every problem all at once. AI needs to solve practical pain points before it solves the big hairy challenges we often describe. These everyday life improvements will be the ones that convince the masses to adopt. Brandon LaCourciere is Autodesk's Senior Director of Global Customer Success. He is responsible for overseeing the development and execution of ACS global customer success strategy to drive long-term customer retention and subscriber growth in a scalable manner. 

Understanding your customers is crucial. It's the key to your success.Especially in the fintech industry.Domain expertise as a fintech CSM is more than understanding the tech and the jargon of a specific industry. It's also aout realizing what customers encounter daily.“You're a tech company, but you sit on the global financial rails, which is a thing that's largely out of your control. You have to become an expert in that, and you have to become an expert in everything around payments. You have to have a love of that and getting into the weeds on that because that's actually your day-to-day value to your customers,” says Tim Smith, Head of Global Customer Success & Product Sales at Stripe.In this episode, Tim sits down with Ted to discuss the value of having a team of domain experts in his role as customer success. Along the way, they talk about what companies get right and wrong in professional services and the coalescence of customer education and pro services.In this episode, you will gain insights into:- Understanding that your professional services are a talent engine for your company- How to cultivate domain experts through an excellent onboarding experience- Creating a culture of documentation gets people on the same page faster, which is vital in the fast-paced world of fintechTune in on your favorite podcast app to learn more about how you can uplevel the customer success processes in your organization.Resources:- Tim Smith- Stripe- Ted Blosser- WorkRampPodcast Recommendation:- Invest Like the Best

Angel Rogers, the Senior Director of Global Customer Success at Rockwell Automation, brings her perspective on understanding and empathizing in the workplace and how these traits are critical to a customer success organization. Join Angel, Kiera, and one of the new Shatter hosts, Reagan in this engaging and enlightening conversation.

Tech companies everywhere are being challenged to grow recurring service revenues and scale customer success to nurture these recurring revenues. Today, TECHtonic host, Thomas Lah, is joined by Grad Rosenbaum, VP of Global Customer Success at HP Inc., to discuss these challenges, which are central to our current Research Journey, Protecting and Growing Your Customer Base. In this episode, Lah and Rosenbaum discuss the development of customer success at HP, the roles of sales and customer success in the expansion and renewal motions, and cost-effectively scaling customer success.Ready to learn more? Keep up to date on this subject by subscribing to TSIA's Research Journey, Protecting and Growing Your Customer Base today!

Join host Julia Glotz in this episode of the Digital Shelf Cast as she delves into the intricate dance between global and local ecommerce strategies with industry expert Vanessa Thompson, Senior Director of Global Customer Success at CommerceIQ. Discover how global KPIs drive multinational organizations while smart localization plays a critical role in resonating with local markets. Uncover insights into the challenges and successes faced by CPG brands seeking growth in ecommerce, and learn how to develop localized strategies that ensure online success across different regions. Vanessa shares practical steps, frameworks, and communication strategies for achieving a harmonious balance between global objectives and local nuances. Tune in to gain valuable perspectives on navigating the evolving landscape of ecommerce localization. Keywords: Ecommerce, global vs. local, localization, CPG brands, digital shelf, growth strategies, industry trends, communication, global KPIs, local nuances, online success, market maturity, ecommerce managers, brand identity, best practices.

Jo-Anne Mann is RVP for the Asia Pacific Region at Eptura where she applies her decades of experience in Corporate Real Estate, Workplace Transformation and Global Customer Success to successfully implement flexible working software solutions. Recorded in Sydney, Australia, Mike Petrusky asks Jo about her focus on people and how technology can help workplace leaders deliver on the new expectations and needs of the workforce today. They explore the challenges and opportunities for change in the way we use our spaces and discuss how worktech solutions are enabling better experiences in the workplace. As the needs of people merge with physical assets, the role of facility management, HR and real estate teams are evolving and Jo shares advice that will encourage you to think creatively and help you be a workplace innovator in your organization! Connect with Jo-Anne on LinkedIn: https://www.linkedin.com/in/jo-anne-mann/ Discover free resources and explore past interviews at: https://www.workplaceinnovator.com/ Learn more about Eptura™: https://eptura.com/ Connect with Mike on LinkedIn: https://www.linkedin.com/in/mikepetrusky/  

In this episode of [Un]churned, host Josh Schachter talks with James Manderson, Senior Vice President of Global Customer Success at Braze, a leading marketing platform that helps brands interact with their customers in real time. Josh and James discuss:   Evolution of the Customer Success Department at BrazeImportance of specialization in roles and incentive plans tailored to specific rolesMonitoring teamwork through showcases, analytics, and ops teamImportance of personalization and real-time communicationRole of Leadership in career growth

Welcome to the "Secrets of #Fail," a new pod storm series hosted by Matt Brown. In this series of 2023, Matt dives deep into the world of failures and lessons learned along the way from high-net-worth individuals.  Join Matt as he dives into the world of failures and lessons.Series: Secret of #FailPascal Yammine is the chief executive officer of Zilliant. He previously worked at Salesforce.com as a SVP, Global Customer Success. Pascal Yammine attended the University of Illinois Urbana-Champaign. Get an interview on the Matt Brown Show: www.mattbrownshow.comSupport the show

In episode 153 live from AdMonsters PubForum Miami, Erik and Kerel talk with Chris Contreras, Chief Customer Officer at MNTN. Chris was first born American after his parents moved to the United States from the Dominican Republic. He comes from a long line of well-acclaimed family members, his father who taught himself English and practiced medicine, a mother who was an architect, and his grandmother who was the first female to run a bank in the Dominican Republic. Chris deciding between medicine and business eventually chose finance and has worked at Univision, NBC, Snap, and more Global Customer Success organizations. Chris not only works full-time at MNTN but also has a lot of outside obligations including founding an angel fund, a mentorship program through MNTN, as well as a mentorship program in the CS sector, and mentoring VPs and SVPs. He believes that DEI is not something to be promoted as a time-based initiative, but something that is weaved into a workplace and leadership. Chris shares soft and hard skills employees need to have stepping into leadership positions, the importance of mentorship and why future leaders need to get clarity on their weaknesses to figure out a great balance for themselves, their team, and their company. “I think communication is such a valuable component. As you move up in your career, the clarity, the succinctness of which you provide feedback, and just general guidance to a customer and internal constituent becomes even more and more important, because the time that you have with senior leaders is very limited.” Timestamps :33: Chris Contreras, Chief Customer Officer at MNTN, shares his career background with Univision, NBC, Spap, currently MNTN, and other startups 1:25: Chris talks about his family history, being the middle child of three boys, his family coming from the Dominican Republic, and him being a first born American 2:37: Chris shares about how he is a servant leader after being a part of a bad leadership experience, what it takes to move from junior roles to leadership roles, and how he's carved his own path 4:55: The best advice Chris has received from his mentor, fellow servant leader, Charlie Echeverry who was the CRO for Univision Digital 6:24: An example of how Chris has seen the impact of leadership and how great teams have helped companies thrive 8:55: Chris shares the training program MNTN has for new employees who may not have ad tech experience and why it's so important for those people to be involved in the evolution of building and growing the onboarding experience 11:30: Chris talkies about the two pieces about his leadership style and how he brings inclusivity to his companies 11:51: How Chris focuses on making sure there are opportunities for people who are behind him after he leaves his company 14:46: How Chris has navigated two important parts of his career, his ability to manage and his ability to build a pipeline behind him for others to take his role 16:44: Chris shares how leaders can allow their careers to move forward without getting boxed into a specific role 18:48: Chris's experience with moving into leadership positions, this mistakes that were made, and how he has learned to develop employees to take over in leadership positions 21:11: Important soft and hard skills to have moving into leadership positions 21:53: Chris talks about the importance of mentorship in leadership and why people should reach out to possible mentors no matter if they think they will say yes or not 24:45: Where Chris draws inspiration from 25:21: One piece of advice for anyone who's looking to level up into a new leadership position 27:03: What is on Chris's music rotation these days including 27:21: Where listeners can connect with Chris and MNTN Follow Us: Newsletter: bitly.com/2QLEY8U Linkedin: bit.ly/2ZZUBxG Twitter: bit.ly/2Qp0SzK Instagram: bit.ly/2QLfEQc

This episode features an interview with Matt Smidebush, RVP of Global Customer Success Programs at Twilio Segment; and Seth Familian, Director of Global Advisory Services at Twilio Segment. Matt has served Twilio Segment for nearly five years, holding various positions in the Customer Success Program. He also specializes in Analytics, Scaled Programs, and Consumer Intent. After 10 years of running his own data strategy consultancy, Seth joined Twilio Segment as a Solutions Architect. He gravitated toward complex strategy-focused projects and founded the company's Advisory Services practice in 2020.In this episode, Kailey, Matt, and Seth discuss identity resolution, capturing consent, and the power of iteration.-------------------Key Takeaways:As privacy compliance becomes the new norm, capturing consent is top priority. Gaining a customer's consent allows us to market and monetize our traffic in a law-abiding way.One of the key qualities of driving successful customer engagement is iteration. Understanding how data is useful and methodically improving profiles and driving advanced use cases allows for increased alignment on data sets.In order to build an omnichannel view of a customer, it's important to match identifiers across touchpoints into one profile, while balancing the customer's demand for privacy and personalization.-------------------“I feel like the two hardest things when it comes to customer engagement are one, being willing to pace yourself and be iterative instead of trying to boil the ocean. And two, having all the right people in the room at the start to align on what the minimum viable dataset looks like, so everyone can be satisfied. And then continue to align them as you move into more advanced use cases, more sophisticated profiles, et cetera.” – Seth Familian-------------------Episode Timestamps:‍*(02:44) - Matt and Seth discuss their roles at Twilio Segment*(08:45) - Industry trends in customer engagement in tech*(18:10) - Challenges in the customer engagement journey*(26:30): How Twilio Segment is using good data to build customer engagement‍*(35:49) - An example of another company doing it right with customer engagement (hint: it's bank and insurance call centers)*(39:58) - Matt and Seth's recommendations for upleveling customer engagement-------------------Links:Connect with Matt on LinkedInConnect with Seth on LinkedInRead Seth's book Customer Data MaturityConnect with Kailey on LinkedInLearn more about Caspian Studios

Over the last decade, the business world has seen a significant shift towards customer-centricity, and companies are increasingly realising the value of investing in customer success. But what exactly is customer success, and how can it benefit both the customer and the organisation? This week I'm joined by Jason Noble, the VP of Global Customer Success at Vinli. With over 20 years of executive-level experience leading post-sales organisations, Jason highlights the challenge of defining customer value. Metrics like time to value, NPS, customer satisfaction, and revenue retention rates help track value. Identifying value moments in the customer journey and conducting periodic reviews can ensure customer satisfaction. It's crucial to be selective in surveys and ensure customer comprehension to avoid fatigue. Internally, value propositions that translate to customer value are essential. Jason warns against exceeding expectations at the cost of the business and neglecting external factors affecting customer needs. He also predicts there will be a growing emphasis on value delivery, especially in light of current economic challenges.

Businesses are giving a thrust to HR technologies with the ultimate goal to create a working environment that is secure, welcoming, and accessible to people from all walks of life and locations. But despite all that, why are some companies still resistant to embracing HR tech?  Shaswat Kumar, Senior VP of Global Customer Success and Delivery, Darwinbox shares his views.   See omnystudio.com/listener for privacy information.

This is a special episode in which Rob passes the torch to our new host, Faisal Khan. Faisal is VP of Business Applications, Data and Analytics at Talend. Prior to his current role, he was leading Talent's Global Customer Success team and managing the digital and customer experience. He has 20+ years of experience in the Data Management & Analytics domain. He has held leadership roles at Informatica and IBM prior to joining Talend. He is an experienced technology evangelist focused on delivering successful digital transformation initiatives with emphasis on Cloud Data Management & Analytics.

“Stop negotiating against yourself.” This is the advice that Nicole Baxby, VP of Global Customer Success at Featurespace, shared with me when I asked how to handle looking at a role that you aren't 100% qualified for. The context of this question was regarding the women that Nicole mentors but I think this statement applies to every leader… Stop negotiating against yourself. Instead, focus on what you already bring to the table and what you have the capacity to bring in the future. Then, negotiate on your behalf. If you do this, being “unqualified” for a role, promotion, raise, etc. becomes a non-issue. Podcast highlights: 0:26 - Nicole's background - Nicole explains her role at Featurespace. 1:03 - Financial crimes - What constitutes a financial crime? 3:16 - First leadership position - Nicole packed her bags and moved to the UK. 6:06 - Going in blindly - How much did Nicole actually know about her first leadership role? 10:13 - Change of heart - How did Nicole turn an executive from being a detractor to a lifelong mentor? 14:23 - Seizing rare opportunities - Nicole shares advice for women who don't feel qualified for specific positions. 18:47 - The great resignation - How does Nicole retain talent at Featurespace? 22:41 - Extracting ambitions from your team - Nicole shares advice for how other leaders can help their teams grow and develop. 29:24 - Nicole's career journey - What does the future hold for Nicole? 30:49 - Nicole's advice to herself - What advice would Nicole give her younger self? 33:09 - Building a network - How does Nicole find time to cultivate business relationships? Connect with Nicole Baxby: https://www.linkedin.com/company/featurespace/ Learn more about Featurespace at https://www.featurespace.com/ Learn more about your own leadership style at: https://www.b2bleadersacademy.com/ This episode is brought to you by the B2B Leaders Academy The cost of not consistently developing your leadership skills is enormous. At the B2B Leaders Academy you can gain access to monthly leadership training and live coaching. Being a great leader isn't hard, you just need a guide and the right set of tools. Head on over to b2bleadersacademy.com and become the leader you have always wanted to be.

UC Today's David Dungay hosts Marlene Melby, Director, Global Customer Success, Syniverse &  Robin Gareiss, CEO, Metrigy.In this session we discuss the following:What kinds of challenges can digital channels help customers overcome?How is Syniverse leveraging CPaaS to make some of this happen? Voice vs non-voice channels

Employees having free time doesn't have to mean there is less productivity in the workplace. When you create resources that free up your employees time, it allows them to focus on higher value projects that in turn have a positive impact on your brand. In today's episode, Teresa Anania, SVP of Global Customer Success, Renewals and Customer Experience at Zendesk, joins us to share how Zendesk creates positive customer interactions by placing an emphasis on employee experiences. We also feature a question from one of our listeners who sent in a question to podcast@ada.support Join us as we discuss: Customer support and revenue based KPIs Empowering employees to focus on higher value services Providing employees with the right tools to help them grow

Featuring Ella Dillon, Chief Customer Officer of ConversicaShe possesses deep expertise in Customer Experience design for fast-growing pre-IPO SaaS companies rooted in loyalty-driven retention and expansion. Before joining Conversica, Ella ran Global Customer Support and Global Customer Success at Outreach.io, supporting their growth through $150M in revenue. Episode quote:“People are starting to think about an integrated revenue journey, not siloed. The old marketing was top of funnel get new, get hot leads.” Visit the complete episode page to learn more. Or subscribe to the GRIN Gets Real podcast where you listen to podcasts.

Tune into this episode of #CloudNClear featuring SADA #Saas #Alliance #partner, Trifacta by Alteryx. This #software company focuses on #datasolutions that helps individuals and organizations unlock the potential of their #data by providing a new approach to #dataanalysis. John Campbell, SADA VP of #CX & #Innovation steps in as this week's host and invites Paul Staelin, Alteryx VP of Global #CustomerSuccess, to join the show. They discuss the benefits of #strategicpartnership and how #partners like Trifacta are accelerating their growth with help from SADA and @GoogleCloud.   Host: John Campbell | VP, Customer Experience & Innovation, SADA Guest:  Paul Staelin | VP, Global Customer Success, Trifacta by Alteryx   Connect on Twitter: https://twitter.com/cloudnclear https://twitter.com/SADA   Connect on LinkedIn: https://www.linkedin.com/company/sada/ https://www.linkedin.com/in/johnucampbell/ https://www.linkedin.com/in/paulstaelin/   To learn more, visit SADA.com.

Leveraging technology while maintaining personal touch is a challenge all CX leaders face. Rachel Sheriff, VP of Global Customer Success at LogicMonitor, shares how she balances efficiency with connection using her “tech touch” approach. Rachel also breaks some news to us: We're all in the business of sales. Though this doesn't often look like what we think of as sales. Listen in to learn how to sustainably differentiate yourself, which metrics to use as your North Star, and best practices for meeting customers where they are.

http://www.sherylkline.com/blogIn case you missed my LIVE interview with the amazing Lauren Larson Diehl (Vice President, Global Customer Success at Reputation), here are a few of the wisdom gems she shared:  You can have passion and purpose… or passion and persistence, but you really need all three, to build that solid foundationBe passionate about your customer's success. Being good at that, and empowering teams to be good at that is the direct correlation to internal churnThe fundamentals around having empathy, and how we refocus and harness that, and how do we operate more strategically… it's really never been more importantCustomer first? I believe it's people first. You need to invest in your people, in enabling and empowering them, and helping them to harness their capabilities. You invest in people, and then they will take care of your customers. And that's a direct and simple formula for navigating through churnIt starts at the simple level of identifying with emotional intelligence so you can identify with your customersOpen doors for others. Women promoting women… there's still not enough of us out there that will pause and take the time to promote other womenAsk questions. Don't be afraid to ask questions to probe deeper into, you know, “tell me more.” Explain yourself, what does that really mean to you? And so you can again empathize with them. But it also helps to release some of your frustration, once you understand the situation better no matter what it isThere's no magic formula for overcoming obstacles. But I believe that passion, purpose and persistence, with a pinch of luck, and you can overcome many. The key is understanding what people love or what drives and motivates them and aligning that with purpose helps to  overcome obstacles To be notified for future interviews be sure to connect with me here on LinkedIn AND to learn more about how to build the mindset and influence for real change, join our community at www.SherylKline.com. #limitlessleader​​ #womenwholead​​ #sherylkline​​ #reputation

In #episode59, Monica Trivedi, Director of Global Customer Success at Building Engines is revealing her ways of showcasing customers' wins and the impact Customer Success has on the overall organisation and customers. Monica gives us an amazing mini master class on: ✨ leadership ✨ how to be an invaluable CSM ✨ how to lead with transparency ✨ how to really create those impacts around you ✨ how to exhibit impacts of your teams to other departments within the business Connect with Monica: https://www.linkedin.com/in/monicartrivedi/ ********* About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact. Follow: womenincspodcast.com  LinkedIn: https://www.linkedin.com/company/womenincspodcast  https://www.linkedin.com/in/mspilley/  Instagram: @womenincspodcast  Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g  If you like this episode, you will also like: 43 - How to Advocate for Your Team - Laura Lakhwara 44 - Leading Customer Success Teams as a Hockey Captain - Natalia Piaggio 51 - How to Productise Customer Success - Anu Dudhat 54 - How can Anthropology Guide Your Customer Success Behaviours - Marieke Smits 55 - Metrics in Customer Success  - Apoorva Sudarshan 58 - Importance of Industry Knowledge in Customer Success - Natalie White Talk to us! If this episode spoke to you in any way, head over to LinkedIn, write a post and tag Women in Customer Success Podcast and let's talk!

In today's episode, Arthur Nobel discusses how to build and evaluate the Customer Success team with our guest Dave Blake.Dave is the Founder & CEO of ClientSuccess, a Customer Success platform that helps companies drive customer retention. Previously, Dave has been the VP of Global Customer Success at Adobe.In this episode, we dive deep into the common mistakes in Customer Success, metrics to assess a CS team on, what to look for in a VP of Customer Success, compensation structures, and more!Listen out for:5.10 Common mistakes companies make in Customer Success6.30 How to create a culture of Customer Success from day 18.05 How to evaluate the CS team?14:25 Quantifying the value proposition18:20 How to listen to the customer's voice20:00 the golden standard of Customer Success21.30 What to look for in a VP of Customer Success26.35 how to structure the Customer Success organization27.40 Career progression plans in CS29.00 Revenue Driven Organization and Compensation35.20 Compensation StructureLike this episode? Subscribe to the Leaders of Growth podcast so that you don't miss out on any episode!

Peter Lyons, VP of Global Customer Success at Poppulo joined the company in 2019. Since then he has made waves working with the Professional Services and Customer Success teams to deliver success-led outcomes, scale services and grow ARR. In this episode, he shares the meaning of his mantra 'moving the needle', the world of CS Operations and adopting change management and the impact of managed services on retention.  Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

In today's episode, we have Jarvis Harris, the Vice President of Global Customer Success at Visier, joining us. Visier is a cloud-based analytics application that delivers fast, clear people insight. With best-practices expertise built in, Visier asks the right questions and promptly identifies opportunities and risks within your organization so you can confidently take action. Jarvis tells us about the Driver, the Dreamer, and the Doer 3D model that helps them create the best experience and the most success.Jarvis's background and what he does 3:22Driving the experience/3D model 4:30A different experience for each of them 7:00Process 11:28Systems 14:01“It's about getting introduced before the deal is complete, getting that document filled out, and being prepared ahead of time, and you hit the ground running, but it's essential that you know before. Don't get assigned when you're at 100% of their close, assign it before they're closed because you want to get your ideas percolating early.” 10:32https://www.linkedin.com/in/jarvisharris/

Today's episode is a real gem! I have the pleasure of talking to Allison Skidmore, Global Head of Customer Success & Renewals at SAP Customer Experience. Allison is one of the most prominent Global Customer Success leaders, with the experience of leading global, diverse, and distributed teams for more than a decade. Due to her extensive wealth of knowledge, experience, and wonderful personality, she's also one of the sought-after speakers at customer success events. This episode is a mini-masterclass on return on relationship - how developing your relationship acumen can propel your expertise, career, and personal development. Allison is sharing her model for tracking your network - how can you track the relationship and all the touchpoints you have with your colleagues, mentors, coaches, and sponsors and create exponential opportunities for growth. We explore why now is the right time to take a strategic approach to your network and benefit from a return on relationships (ROR). Connect with Allison: https://www.linkedin.com/in/askidmore14/ About Women in Customer Success Podcast: Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. In each episode, podcast creator and host Marija Skobe-Pilley is bringing a conversation with a role model from across the industries to share her inspirational story and practical tools to help you succeed and make an impact. Follow: - womenincspodcast.com - LinkedIn: https://www.linkedin.com/company/womenincspodcast https://www.linkedin.com/in/mspilley/ - Instagram: @womenincspodcast Join the Women in Customer Success Network: https://join.slack.com/t/womenincs2020/shared_invite/zt-m3q3pkio-fgk0ssR6gHzoOEEdwa2f3g Sign Up for Women in CS Network Summer Career Bootcamp: https://www.eventbrite.co.uk/e/158760285287 If you like this episode, you will also like: 34 - How to Be a Boss of Your Career - Emilia D'Anzica 36 - How to Become an Expert on Yourself - Ronni Gaun 41 - How to Set Your Team Up for Success - Emily Garza 42 - The Role of Customer Success Communities - Violaine Yziquel 44 - Leading Customer Succes Teams as a Hockey Captain - Natalia Piaggio 46 - How to Find Your Niche in Customer Success - Elisabeth Courland

With a relentless focus on being mission-driven, driving internal alignment, and putting value realization and outcome management in the heart of customer success strategy, Mary-Beth Donovan is pulling all of the right levers to help guide VMware's digital transformation to the cloud.  In this episode of the podcast, Dave sits down with Mary-Beth to discuss how she uses a core set of pillars to make sure her team, and VMware as a whole, has the right tools and knowledge to be effective.  From developing the right set of metrics to run the business and measure customer performance to establishing critical frameworks for customer health monitoring and success planning, she shares her work and perspective on what it takes to deliver customer success at scale.   Mary and Dave also discuss the evolving trend of value management roles and how she is thinking about the best ways to drive value realization at scale through education and conducting the right conversations with customers.  About Mary-Beth Donovan Mary-Beth Donovan has been recognized for her expertise in leading customer success change management through business transformation to subscription, influencing adoption of recurring revenue best practices, building teams, designing and launching operational frameworks, and delivering actionable insights enabling growth. Mary-Beth  is the Vice President, Customer Success Operations for the Global Customer Success Organization at VMware. In this role, Mary-Beth is responsible for strategy and operational execution of the Customer Success portfolio, committed to driving value realization and excellence in customer's experience with VMware products and services.Since joining in June 2020, Mary-Beth has launched the Customer Success Operations team, designing, hiring, establishing the operational foundation for the now centralized Global Customer Success Org. Mary-Beth led the delivery design of VMware's Success 360, and methodology best practices focused on consumption, retention, and health of our customers. The team is implementing proactive, prescriptive, and predictive capabilities to manage customer's outcomes, scale customer success coverage, and grow the business.Prior to VMware, Mary-Beth was VP, Customer Success Operations and Customer Intelligence at PTC.  Mary-Beth led operational excellence across a unified organization of Customer Success, Support, and Renewals teams. In this role, Mary-Beth scaled strategy-to-execution through global operational effectiveness and efficiencies, and an aligned go-to-market segmentation strategy. Mary-Beth created and launched PTC's Customer Intelligence team, executing end-to-end customer data, analytics and governance, integrating leading and lagging insights to enable actionable data-driven business decisions. In her 15-year tenure at PTC, Mary-Beth had responsibilities leading business transformation across the Finance, Strategy, and Customer Advocacy teams.Mary-Beth has experience in Finance and Sales across medical device and defense industries. She holds a BS and MBA from Babson College.  Mary-Beth lives in the Boston area, and enjoys spending time with her husband and three sons.

This week on the State of Customer Service Podcast, we've got the incredible Teresa Anania. Teresa is VP Global Customer Success at Zendesk. Her role places her right at the heart of the customer service world. Every day Teresa and her team are focused on sharing best practice and problem-solving for customer service teams at the most successful global companies. We got the answer to three core questions: What are the top three trends facing customer support leaders right now? What principles does Zendesk follow to deliver a great customer experience? What are three ways Zendesk users can maximise ROI from Zendesk? Bonus: Teresa's advice to those wanting to get to VP-level leadership This is a rare opportunity to hear from someone who talks to and helps support teams from all over the world.

Today on the show we have Teresa Anania, VP of Global Customer Success and Renewals at Zendesk.In this episode, we talked about effective ways to measure the impact of Customer Success, how Zendesk runs “experimentation programs” within their CS team, and Teresa also explains why time to value is their go-to metric. We also discussed the role of a Practise Manager and their function within the team, how CS and sales work together in upsells and renewals, and how Zendesk makes sure to mitigate customer frustrations when being juggled between teams. As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.

There are so many pearls of wisdom and anecdotes in this podcast it is hard to do it justice. Alan joins Sam and I to share his experience leading European and Global teams  -we get to hear both the good experience and the bad experience  and the impact this has on  the business. We've already started putting some of the things we learnt from Alan into practice - we hope you can too!You can find the model that Alan spoke about hereIf you want to know more about Beaconforce - you can find it here 

Phishing or “ishing” is one of the most comprehensive cyberattacks out there. In a recent global security survey, 22% of organizations saw phishing as their greatest security threat and 59% of all phishing attacks were found to be related to finances. On this episode, we meet Rekeft: a Canadian man who lost $10,000 after receiving a phone call from who he thought was a tax agent. We ask industry expert Steven to explain how Rekeft’s ishing attack happened, and how to detect ishing scams early. We also tap into wellness professional and Senior Vice President of Global Customer Success and Partnerships at Lifeworks, Reem Gedeon to uncover the potential mental health implications of ishing attacks.

In episode 2 of 2 with Teresa Anania, VP of Global Customer Success and Renewals at Zendesk, Teresa explains how the only way Customer Success leaders can gain equal footing at the executive level is to align measurable outcomes with the larger business goals.

Teresa Anania, VP of Global Customer Success and Renewals at Zendesk, gives us an inside look at how Zendesk’s digital engagement programs work. She offers her opinions on when it’s time to build a scale program, how they’re thinking about dynamic segmentation, and why there needs to be a CS Ops resource embedded within Customer Success.

Therese Steiner - Director of Strategy & Operational Effectiveness in Global Customer Success at Lexis Nexis. She talks about how to use customer journey to drive continuous improvement. #customerexperience #customerservice #press1fornick

Marketplace Risk’s Elle Tucker talks to Mike Sasaki, Head of Global Customer Success at Mitek, about current biometric screening types, and what the future holds for biometric verification technology. From physiological to behavioral biometrics, Mike explains the importance for marketplace startups of creating a digital identity solution that’s designed to prevent fraud, increase conversions and streamline operations. Elle and Mike talk about how the landscape has changed for during the global pandemic and look ahead to the importance of fraud prevention in the ’new normal.'

Top Takeaways:-      Customer service is what ties all other aspects of a business together. It is the marriage of sales, marketing, product management and more. -      Customer success and customer service are not the same, but they are closely related. Success is about proactive outreach, whereas service is reactive. But they are both part of creating a great customer experience. -      Never leave the customer entirely alone or cease communication with them, even after the initial onboarding process. Maintain communication to ensure they get the most value out of your products and services. -      Don’t wait until it’s time for the customer to renew their subscription or contract with you to reach out to them. -      Renewal isn’t the goal; the goal is helping the customer get the most value. If you do that, the renewal follows naturally. -      Collect and use data to personalize and contextualize your interactions with your customers. -      COVID-19 has changed customer service. It’s still about helping customers through their entire journey, but individual needs may have changed. Meet customers wherever they’re at and help them recover and plan for the future. -      Care for your employees just as well as you care for your customers. The employee experience directly affects the customer experience. -      Give customers a voice in your company. This is possible for companies of every size and greatly improves the customer experience. Quote:“Our goal shouldn’t be about the customer is buying from us. Our goal should be about them getting value.” About:Teresa Anania is VP of Global Customer Success and Renewals at Zendesk. She helps customers realize maximum value across the customer lifecycle, resulting in renewal and customer satisfaction.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Join Kristen Hayer in conversation with Dev Kurbur, SVP of Global Customer Success as they talk about how he has used the Crisis Recovery Growth or CRG framework to align his team around the COVID-19 crisis.

In this episode, we speak with Chris Contreras, VP of Global Customer Success & Operations at NextRoll. Listen as we chat with Chris about his upbringing that helped shape who he is today, how he created a role for himself that helped springboard his career, his DEI efforts, and much more. Follow Us: Newsletter: http://bitly.com/2QLEY8U Twitter: http://bit.ly/2Qp0SzK  Instagram: http://bit.ly/2QLfEQc  Linkedin: http://bit.ly/2ZZUBxG

In this live session of Minority Report Podcast, Kerel Cooper and Erik Requidan chat with Reggie Hudson, Director of Digital Operations at Northstar Travel Group, Alicia Ray founder of the Ad Tech Collective, and Brenda Salce-Garcia, SVP, Global Customer Success at Operative & Co-Founder of Tech Bae. Listen as we discuss their career trajectories while examining the concept of the glass ceiling and uncovering how diversity and inclusion can work for the betterment of both business and society. Follow Us: Newsletter: http://bitly.com/2QLEY8U Twitter: http://bit.ly/2Qp0SzK  Instagram: http://bit.ly/2QLfEQc  Linkedin: http://bit.ly/2ZZUBxG

As a former product implementation specialist, Daniel explains how Perimeter 81's current Customer Success program is built off the back of a strong, cohesive relationship between his Customer Success Technical Specialists and the Account Managers.

Join Kristen Hayer in conversation with Chitra Madhwacharyula, VP of Global Customer Success & Services at Joveo to gain insight on how a consulting mindset can benefit a customer success professional.

The GSD Podcast RETURNS after a few months off. Jeff is joined by Scott Roth, SVP Global Customer Success at Medallia to talk about building a great customer lifecycle. Topics covered are Hiring for great teams, Customers for life, presales, onboarding, and funneling feature requests back into the Product organization. A quick note that the first 6 minutes are pretty free form and off-topic. This was left in, as it is nice to hear people talk a little in these times to hear the personalities involved.

Ed Daly is a Senior Vice President of Customer Success and Growth at Okta. Ed previously led Cisco's Global Customer Success team designed to accelerate software and cloud revenue.

Neil James is the Vice President of Global Customer Success at ReviewPro. ReviewPro offers accommodation providers with integrated tools and processes to increase guest satisfaction and revenue. On this week’s episode of ‘That Bad Review’, podcast series, Adrian and Neil discuss issues around responding to online reviews. They chat about the unpredictability of industry altering events, and how adaptability is ... Read More The post 98. Neil James on Advantages of Workplace Learning, Industry Shaping Events & the Pitfalls of Responding to Reviews appeared first on Adrian Easdown.

Welcome to EmpowerCX NOW!, a new customer experience podcast series curated around the theme, Innovation Powered by Emotion. In this special crossover episode, Joey and Dan discuss FinTech and the state of the sharing economy, featuring a special guest from Zenni Optical.    [NOW Trending] A look at trending topics in customer experience. Today, we explore how disruptive companies like Lemonade, Stash, SoFi and Carvana are leveraging the associate experience to drive CX.     [Innovation NOW] Jeff Huang, Director of Global Customer Success at Zenni Optical, talks about the company’s history, shares what’s up next for the disruptive eyewearor brand and answers questions like:    What makes Zenni a disruptor in the industry?  How did the company take the high-touch experience of buying eyewear online?  What makes the Zenni CX memorable and unique?    [What’s happening NOW?]  Join us for a special EmpowerCX NOW/Experience This! Podcast crossover segment, where Joey and Dan share their personal experience with a unique application they encountered in a Miami parking garage, what this meant to them as CX experts and what they learned from these interactions.    Download our Disruptor Ebook here.    Up next: We explore the impact of heartfelt customer service, innovation trends in the hospitality and air travel industries - and more! Subscribe to EmpowerCX NOW! in Apple Podcasts, Google Podcasts, Stitcher or wherever you get your podcasts. 

Customer centricity becomes front and center when a company goes from the building to the scaling stage, according to Indir Sidhu, Executive Vice President of Global Customer Success and Business Operations at Nutanix. He’s leading the company’s customer service as it evolves from a licensing to a subscription model. “If your product isn’t good — […]

Customer centricity becomes front and center when a company goes from the building to the scaling stage, according to Indir Sidhu, Executive Vice President of Global Customer Success and Business Operations at Nutanix. He’s leading the company’s customer service as it evolves from a licensing to a subscription model. “If your product isn’t good — […]

In the first episode of the Wellistic Doses Podcast, I speak with Oz Merchant the CEO of Wellistic. Wellistic is an up and coming Health and Wellness online platform. We discuss several problems that Wellistic is solving for including bringing together Eastern and Western medicine and finding a trusted health provider and partner. Oz speaks on his experience as Director, Global Customer Success for Samanage and how living overseas inspired him to build out Wellistic. In the conclusion of the episode, Oz shares his takeaways from recently watching a TED Talk with neurosurgeon, Christer Mjåset. Oz ends with sharing Mjåset's four questions to ask your healthcare provider to help take back your health. 1. Is this really necessary? 2. What are the risks? 3. Are there other options? 4. What happens if I don't do anything? You can watch the TED Talk here. https://www.ted.com/talks/christer_mjaset_4_questions_you_should_always_ask_your_doctor?language=en You can learn more about our sponsor Tapout Fitness here. https://raleigh.tapoutfitness.com/

Kristen is joined by Arjun Devgan, the VP of Global Customer Success & Services at Percolate in San Francisco. Arjun is passionate about product adoption, how change management is a critical aspect of adoption, and what Customer Success professionals can do to facilitate change.

John Furneaux is the CEO and co-founder of Hive. John’s obsession with workplace collaboration led him naturally to found Hive as the long-awaited solution to drive business productivity forward. Before fulfilling the dream of using his lessons learned to power smarter teams with the Hive platform, John started out as a strategy consultant to Fortune 500 companies and drove the national implementation of Sharepoint for the UK’s Department of Education. He left the consulting world to join Huddle, and rose to lead Global Customer Success, growing the company through its Series D to become Europe’s largest collaboration platform. Spotting a huge gap in the team productivity space for a tool users loved and leaders needed, John taught himself to code to build the first prototype of Hive. John received his MA in Mathematics and Law from the University of Cambridge.

Kristen chats with Kim Oslob, then the Vice President of Customer Success at Whisbi, based in Spain. Kim is based in Silicon Valley, but managed a team located in Europe. This episode covers the ins and outs of managing a remote, global team.

Katy is a Customer Success evangelist; currently Global Head of Success at Avecto but also shares her thoughts and experiences with the Customer Success network. Her years spent working alongside customers to ensure that they successfully adopt, implement and obtain the original benefits sought from security solutions means that she is an experienced voice on every aspect of the customer journey. Katy has been with Avecto 7 years and has built their Global Customer Success department from the ground up.

In this episode, Allison Pickens (Chief Customer Officer, Gainsight)sits down with Dayton Semerjian (GM, Global Customer Success, CA Technologies) to discuss how CA Technologies is driving exceptional outcomes through their CX2020 program, optimized NPS surveys and more

In this episode, Allison Pickens(Chief Customer Officer, Gainsight)sits down with Jennifer Dearman (Vice President of Global Customer Success, Kronos Incorporated) to understand the mechanics of delivering enterprise-level customer success. Jennifer has run several global customer success teams at enterprise organizations with wild success during her career. Prior to her position at Kronos, Jennifer served as Director of Customer Experience and Engagement at RedHat, where she led the development and implementation of RedHat's Global Customer Success organization.

Dayton Semerjian was a Chief Marketing Officer 4 times. Then he decided to put his career to be on a path to become an eventual CEO.  Taking on operational roles deliberately to lead toward his goal, he ran a $600 million P&L and then a $2.5 billion P&L for CA technologies.  Then took on his current role; General Manager, Global Customer Success and Support at CA Technologies.

Notable Sections: Catherine's background and role at Oracle Marketing Cloud [1:47] Why it's important to work directly with customers [4:30] Here approach to helping customers [8:03] How to differentiate your company with a culture of customer experience [12:23] Catherine's personal experience with churn as a customer [18:18] How brands can develop a greater sense of intimacy with their customers [26:45] Notable Quotes: "Customer success is really about understanding where your customer is in their process and what problems they are facing." - Catherine Blackmore "Customer experience will be the defining competitive advantage in the marketplace" - Catherine Blackmore Guest: Catherine Blackmore is the General VP of Global Customer Success at Oracle Marketing Cloud. She is a thought leader and innovator in the area of Customer Success, with over 20 years of experience helping a diverse list of clients from small business to Fortune 100 customers. Resources: The 11 Pillars of Customer Success The Operations of Customer Success Your First 90 Days as a Customer Success Leader Customer Success Evolves Connect: LinkedIn Twitter