Andrew Riesen’s Post

"Customer Success sucks, and I'm trying to get out." 😢 A SaaS Customer Success Manager wrote this on Reddit in response to "What is so different about SaaS Customer Success?". On top of that, a clear negative feeling about the current job market "is terrible right now." Well, let me give you my take on it: 1) Customer Success does NOT suck. It's the most important thing to do in the current state of the market. 2) Companies are cutting costs and buying much less new software than in recent years. 3) Every single company knows this and focuses on retaining existing customers as hard as possible. 4) Guess who does the heavy lifting to keep customers happy and retention levels healthy? -> Companies are still hiring good people who care for their customers. Here are a few examples of hiring in CS right now: - Revolut - Infraspeak - Dropbox - SoSafe In darker times, you can choose to be a pessimist, or you can choose to go after your dream job. Your choice!

At Klaar, our customers have always turned out to be our biggest supporters. By fluke? Nah, not by a long shot. This is a result of 4 things happening beautifully & seamlessly: 1. a product that you love + solves your challenges 2. a Customer Success team that empowers & enables you to derive complete value from the product 3. a Customer Success team that works hand-in-glove with you to ensure your challenges are actually getting solved 4. a Customer Success team that ensures that promises made before the contract is signed are lived up to even after the contract is signed As you can see, I attribute 75% of our customer love to my CS team. And we are now looking for a CS Manager who can give us another point to add to the 4 I already mentioned. We are looking for folks who have either been in HR or worked with HR Tech companies for 2+ years (the limit's not set in stone but more of a guideline). The usual qualifications, degrees, etc. don't matter to us. You don't need to be a rock star either (they usually tend to have a short life anyway). You'll be reporting into our Head of CS & the role's remote. If you want to be a part of an early stage HR tech startup that's the talk of the town, you can share your CV/ updated LinkedIn profile with me (here on LinkedIn is fine) along with 2-3 lines on why would you want to join us. #startup

We have been discussing in detail about what we are looking for in the next person who joins our CS team at Klaar And there were somethings we realised about ourselves in the process: 💜 As a team, we excel because we love the product and believe in its potential to change the HR landscape. It’s a complete non-negotiable. In fact, many of us are people who used Klaar/took a demo from Klaar, fell in love with it, and dropped everything to join the team. 🏃🏽♀️I often tend to hate this word and its overuse — but in this context, I have no better word to explain our spirit — we hustle. We leave no stone unturned to ensure we deliver what we have promised — and that’s not just the CS team I am talking about. It’s across Sales, Tech, Design, Product, QA, and HR. 🤷🏽♀️ Ambiguity doesn’t scare us. We work well in a lean team no matter what our background is and, I will speak for myself here, that the end-of-the-day satisfaction after achieving something mind-boggling despite the size of the team (and possibly because of it 😛) feels pretty great. If you have been in HR and/or worked in the HRtech landscape, can resonate with all of this, and are exploring, let us know 🙂 We’d love to have a chat! #hiring #customersuccess #customersuccessjobs

Have you ever weighed the benefits of hiring a #VirtualAssistant (VA)? Here, I provide a few thoughts into why VAs can be pivotal in #scalingup your operations.

Be cautious about hiring pre-PMF. Especially if you’re using a service business to bootstrap the SaaS business. The fastest way to product market fit is to have more conversations with potential customers. Those conversations need to be had by a founder; you really shouldn’t be expecting a new hire (or even an agency) to have those conversations for you. I can understand the temptation to hire an extra developer if you know what you need to build and just want to speed up development. But you’d have to be VERY clear that you know what you need to build to get to PMF and in my experience very few founders are rigorous and distanced enough to do this effectively. Bottom line - preserve your capital while finding PMF and only deploy it once you’ve got something that seems to be working. The ONLY exception to this might be a situation where you can’t fully focus on the SaaS business because you still need to spend a lot of time running the service business. Ideally you’d have one cofounder manage the service business while the other focuses on the new SaaS, but if this isn’t possible (solo founder) then you may want to consider hiring someone for the service business that will free up more of your time. It could be a full on manager to replace you. Or it could be an admin assistant or someone to handle payroll and accounting for you to partially free up your time. #hiring #saas #community

We're hiring! for support at Beacons. This may seem like an entry-level job. And it is. But I have secret plans to level up this person. I'm of the opinion that there's no better way to break into product and tech - and all the privileges this confers - than to do support for a quickly growing startup of a certain size. In fact, our previous two entry level support hires are now basically PMs (s/o Ben Woytowich + Kathleen Tung), which is why we are hiring. Doing product in tech usually means you're a highly educated Ivy-leagued blue chipper or supreme technical skillset or experience. But in fact, I'm of the opinion that every tech company needs someone with the perspective and mindset of a user to discover and execute a product that actually works for their users. Nothing makes me happier than to break in smart, ambitious gritty young folks into tech/product who didn't otherwise have access to an industry that touches us all. Send me your ambitious folks who need the break! Meritocracy!! https://lnkd.in/gVGnAC9R

The dialogue between vocation and aspiration, a harmonious interplay tantamount to our personal and collective growth. Today at Remote Resolve, this dialog holds renewed vigor when we leave no stone unturned in materializing your aspirations. In keeping with this underlying philosophy, a U.S based third-party has a compelling opening for a 'Product Support Representative'. Envisage a role where you wear the mantle of providing sterling customer service to a diverse clientele. They are seeking someone who can deftly manage daily call volumes ranging from 25 to 40, someone who can harness the power of empathy and responsiveness at every transaction. Does the fascination of resolving payment processing related queries and issues pique your interest? The potential candidate will effectively use platforms such as Salesforce, JMS, Outlook, and Excel, emblematic of their adaptability in a digital world. But remember, we at Remote Resolve are just a compass pointing you to the North Star! If this stirs a chord within you, let the word echo through your network. Like, share, and comment - let the ripples reach far and wide! Your antidote to commonality lies within the walls of a third-party enterprise keen on finding a contender that personifies excellence through customer service! Apply Now: https://lnkd.in/gPwmyCrK #remoteresolve #job #CustomerService #Finance #Fintech #PaymentProcessing #US

Ever thought of hiring an outsourced customer support team? 🤔 According to a Zippia report, 66% of businesses in the USA outsource at least one department. Of those, 59% attribute it to cost reduction and budget savings. Sounds like it can lower your expenses, facilitate scalability and sharpen your focus on essential tasks. Intrigued about hiring an outsourced team? Swipe through the carousel for a proven step-by-step guide 👉🏻 #EverHelp #customersupport #customerservice #customerserviceoutsourcing

Industry experience does not equal industry success!!! I've seen the most successful people move into tech roles like SDRs, AEs & CSMs come from: ✅ Teachers ✅ Car Salesman ✅ Real Estate ✅ Medical ✅ Waiters/Waitresses I feel like, too often, we look for someone to fit the perfect mould with x amount of years of experience in whatever role you think is most like yours. If you start looking outside your normal talent pool, I guarantee you'll be amazed by what you find. As Ray Dalio would say - hire for principles, the rest can be taught. Where did your best hire you've ever taken a chance on come from? #hiring #sdr #businessdevelopment #saas #accountexecutive

If you are already uber busy, and you also need to hire new consultants - why do you tie yourself and your team in knots by using multiple agencies? All that time you invest (waste?) in talking to them all, saying the same thing over and over again (and in doing so changing your requirements and forgetting to update all the other agencies with the new spec.....) 🤝Choose 1 consultant 🤝Set aside some time to properly brief them 🤝✔(Even better, retain them so their focus is on you) 🤝Work out some SLAs together 😁Do your day job with a happy smile confident that someone you trust is solving your problem For help with partnership working give me a call. #franklandassociates #r2r #recruitmentjobs #recruitmentconsultant #rec2rec #retainedsearch #recruitmentindustry #recruitinglife