Lea Ann Wardle’s Post

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Customer Success through Partnership & Design Thinking

One of the great things about working in a global team is the vast array and calibre of talent. In Customer Success you end up talking to almost every department in the business! Cross collaboration is really important in both becoming an expert for your customers but also in being an advocate for the Voice of Customer. Yesterday Kinga Kostyrka and I caught up for a long overdue Zoom coffee after meeting each other at the Blinkist office in Berlin last year. Kinga is a super inspiring and hard working person. When we met, she was completing a Product Management internship. Fast forward to today and she has successfully graduated and now a Junior Product Manager! (A quick plug to the power of structured mentorship and programs to support people in their careers) I was keen to hear about the lessons learnt in this new role and what Kinga shared was really insightful. Some key takeaways that I think are super transferable to any role are: ✨ A decision is better that no decision! It can be easy to fall into the trap of being indecisive in the pursuit of the perfect decision or answer. To keep making progress in a fast paced environment, it's crucial to leverage the talent and expertise you have in your team to inform a decision, knowing that you may test and iterate along the way. That's okay! ✨ Being a Product Manager (or working in a team) is about constantly embracing your lack of knowledge in certain areas. You can't achieve anything by yourself! How do you bring a team together to lean into everyone's areas of strength so that you can keep up with the high velocity of pace, change and demands? ✨ To solve problems you need to get really good at *defining* problems. I think this applies to Product but also areas like Customer Success and even as an Account Executive. In Kinga's words, it's a muscle you build and continue to flex. Once you have defined your problem, you can be better informed about who to bring along for the solution and where to gather the most important information (this is where research and talking to customers comes in!) With this, you have a better chance at not only solving the problem but solving it with higher quality ideas. #PlayAsOneTeam #CustomerSuccess #ProductManagement

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