what’s next? career opportunities for customer success professionals
TRANSCRIPT
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What’s Next? Career Opportunities for Customer Success Professionals
Chad Horenfeldt, VP Customer Success @Bluecore
Aug 23, 2016
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More about me
VP Customer Success, BluecoreIn the Customer Success world for 15 years. Previously at Eloqua (Oracle) and InfluitivePassionate about all things Customer Success and especially helping othersCanadianLoves hockey playoffsCrazy passion for start-ups
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@ChadTev
Agenda
More about BluecoreStructure of CS @BluecoreSet the foundation – what I did in the first 3 monthsCareer path conversations – opening your mindTips to finding your own path & controlling your destinyQuestions
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@ChadTev
More about Bluecore
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@ChadTev
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@ChadTev
Structure of CS
@Bluecore
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@ChadTev
Team structure / Hiring Priorities
VP Customer SuccessChad Horenfeldt
Sr. CSM
Onboarding Manager
CSM
FDE
FDE Team Lead
FDE / Launch Lead
FDE
FDESr. CSM
Enterprise Team Mid-Market Team Small-Market Team
Product Enablement Director
Mid-Market FDE Team
Small-Market FDE Team
Enterprise FDE Team
FDE
FDE FDE
Support Team (Tier I)
Product Specialist
Sr. CSM
CSM Partner
CSS
CSS
CSMTBH
CSMTBH
NEW EXISTINGPLANNED
Product Specialist
Legend
CSM
Director, Services & Support TBHProject Manager
CSSTBH
Education / TrainerTBH
Product Specialist
TBH
FDE
FDE
FDE
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@ChadTev
Setting the Foundations
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@ChadTev
CS Mission
• Forge a cohesive team that works in unison
• To help our partners get so much value and love the Bluecoreexperience so much that they shout about us from the roof tops
• To be known as the (email) marketing experts in the verticals we serve
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@ChadTev
CS Values (HACCQiOR“Hakai”)
HappinessAccountabilityCuriosityCreativityQualityIntegrity / Honestyand…. Teamwork
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@ChadTev
CS Vision
•We commit to delivering quality products and services by holding each other accountable and always being open and honest.•We will use curiosityand creativity to drive
ourselves and our partners towards higher levels of success while fostering a fun and collaborativeenvironment.
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@ChadTev
BluecoreCS team in action
We formed a department: CSWe have a clear vision and purposeEstablished a Standard of Performance
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@ChadTev
Additional actions
Internal CS survey – gauge internal sentimentCustomer feedback – what do your customers want?Internal interviews
CS team – what are the expectations?Sales - How does sales sell? Where do they need help?Product - Where is your product going?Marketing – What is marketing focused on?
Conducted performance reviews (Get it Done / Do it Right): what do your people want? What are their strengths? Where do we need to improve?
Get the right people on the bus and in the right seats
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@ChadTev
Getting it Done / Doing it Right
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@ChadTev
Career path conversations –opening your
mind
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@ChadTev
My Big Influence: The Alliance by Reid Hoffman
Stop thinking of your employees as family…
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@ChadTev
The Alliance by Reid Hoffman
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@ChadTev
#First7Jobs
Stock ClerkCamp CounselorCashierButcherWarehouse workerTutorial AssistantNon-Profit Director
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FDE Career Path
FDE
FDETeamLead
FDETechLead
ProductSupportTeam Lead
ApplicationEngineer
SalesEngineer
ProductManager
CSM
DataScience
WithinCSTeam
AcrossBCTeams
360Feedback/Perf Evals
Bluecore Labs
Q/ATester
ProjectManager
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CSM Career Path
CSM
CSMTeamLead
CSMManager
ProductSupportTeam Lead
StrategicSales
ProductManager
Education&Training
MarketingOperations
WithinCSTeam
AcrossBCTeams
360Feedback/Perf Evals
CSMOperations
SalesEngineer
EnablementManager
Bluecore Labs
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Exercise -Questions to ask yourself:
What do you enjoy most about your current role?What skills would you like to improve on?What can you do to help learn more of those
skills?Who can I talk to that can help me?
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@ChadTev
Tips to finding your own path & controlling your destiny
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@ChadTev
My words of wisdom to advance in CS
Do the things that no one else will doMaster your role then help your team and then help other departments – think beyond your own roleGet it done / do it right (you need to match great results with the right attitude)No one will give you anything – take control of your career: education (conferences, courses), mentorsThink about roles that don’t exist yet make concrete requests and have a plan to fill your roleBe reasonable
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@ChadTev
Questions?