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🚀 Field Time with Our Software Relationship Manager: Where Magic Happens! ✨ Ever wondered what it's like to walk in the shoes of a Software Relationship Manager at Heartland? Last week, I had an epic day shadowing Chris J., and wow, what a ride it was! From brainstorming sessions that spark innovation to fielding questions that could stump even the most seasoned techie, Chris J. truly showed us how to turn challenges into opportunities. 🔍 Key Takeaways: Communication is Key – Clear, open dialogues are the secret sauce to successful relationships. Customer Insight is Gold – Understanding our clients’ needs helps tailor solutions that truly make a difference. Flexibility Rules – Adapting on the fly keeps us ahead in the fast-paced world of software. A huge shoutout to Chris J. for their incredible energy and insight! Here’s to more days of learning, laughing, and growing together. 🌟 #Teamwork #CustomerSuccess #SoftwareMagic #LearningAndGrowing

Week 3 in my new role as a CSM, and the path ahead is as crystal clear: it's time to build momentum and establish personal credibility by securing some early wins! Teaming up with my boss, we've zeroed in on two strategic projects perfectly aligned with our Q2 business objectives. Product Innovation: We've spotted an opportunity to amplify revenue by extending a product initially exclusive to our gold-level clients to our silver-level ones. By recognizing their shared need for hiring top-notch marketing coordinators, I'm crafting a compelling pitch deck, a comprehensive proposal, and an engaging video explainer. It's not just about selling; it's about solving our clients' challenges and driving LTV. Combat Churn: On the other front, we're tackling churn head-on. By refining our SOPs for new client onboarding/ramp periods, we aim to smoothen their transition into using our services. A seamless onboarding experience not only delights our clients but also safeguards our bottom line by reducing churn and saving resources. Who likes to waste money?! I sure don't. With these projects revving up, I'm on track to hit my 'break-even' point in record time. Yahoooo! I hadn't planned on sharing this journey publicly, but hey, why not?

Had an amazing time during the Customer Success hiring manager “Ask Me Anything” session with Success Panda on Friday. Three takeaways: 1. Turns out, people hire people which can make the hiring process inconsistent, illogical, and frustrating. On top of that, there is a lot of contradictory information on the best approaches for interviews, resumes, and networking. 2. Customer Success roles have been hit hard with layoffs over the past 2 years. This means there are less roles available and lots of talented and experienced CSM’s out there - it’s hard to be a CSM searching for a role right now, especially if you are trying to break into Customer Success. 3. It took barely over an hour out of my week to truly make an impact on someone’s career search. The thank you’s and personal messages I have received after the session were sincere and humbling. Excited to take part in more of these session going forward!

I am currently onboarding into an Account Executive role Here are 5 aspects that guide me through my first 2 weeks #1 I am responsible to prioritize I get a lot of Info from different directions. It is my responsibility to understand what matters now and what matters later. I consider every information as an offer that I can use directly or park for later. #2 Be sharp and ask questions immediately Every onboarding session has the purpose to speed me up. I hold myself accountable to be super sharp and highly present during these sessions. Whenever there is something I don't understand I ask for clarification. Even if it seems like a basic thing. #3 High level first - details later Don't get lost in details. I gain a high level understanding of different aspects so that the big picture can form in my head. #4 Get into practice quickly I have made my first cold calls on day 2. It helped me to understand whether I have what I need to get going already. #5 Call recordings are king I listen to as many recorded calls of my colleagues as possible. Thanks team 🤙 Give me your Sales Onboarding gold nuggets - what is missing?

🌟 Week 2: Proactive Communication 🌟 Hey there, fellow CSMs! Ready to dive into Week 2 of our adventure in customer success? Let's talk about something near and dear to our hearts: Proactive Communication! 📞💬 Here's the scoop: Being proactive is like having a superhero cape in our toolkit. It's all about staying one step ahead and making our customers feel like VIPs every step of the way! 🔍 Stay in the Loop: Keep those lines of communication wide open! Regular check-ins and updates help us anticipate needs and show our customers that we're always here for them, no matter what. 👂 Listen Up: Ever heard of active listening? It's our secret weapon! By tuning in to our customers' feedback and concerns, we can address issues before they become full-blown problems. Talk about ninja-level skills! 🚀 Go the Extra Mile: Sometimes, a little goes a long way! Whether it's a friendly email, a quick phone call, or a surprise gift (who doesn't love swag?), let's show our customers some extra love and watch those relationships soar! So, rockstars, let's make Week 2 all about putting the "pro" in proactive and showing our customers that they're our top priority, today and every day! 🚀💬 #CustomerSuccess #ProactiveCommunication #CSMHuddle #RockstarCSMs Share your favorite proactive communication tips below! 🌟

If your team loves you because you're always available, you're probably not ready for a VP role. Because when you get to that level, what your leaders are looking for is your ability to run a team without being there with them day to day, and successfully scale that team. So what you should be focusing on is how you can turn your ideas into systems, processes and trainings. So for example, if you have a great way of onboarding your staff, turn that into a series of videos or a deck so you don't have to do 20 hours of onboarding every time you hire a new member of staff. When your team need support, you can be present and give them the answer every time, which will take a considerable amount of time, and likely stop them learning for themselves. Alternatively you could try one of these things: - Ask them what they think the answer might be - get them to explore their own experiences and try out testing their own responses. - Put them in touch with someone else in the team who would be a great fit to help them - giving someone else in the team an opportunity to get some mentoring experience. - Or answer their query, but let them know you won't be able to help them immediately and encourage them to come up with some ideas in the mean time. This will help your team to become more self sufficient and enable you to scale the team and focus on strategic outcomes. If you've been thinking about your next steps, or if you're looking for a great VP for your team, drop me a mesaage - let's chat.

The product IS the people. One month. Today I celebrate one month at Point of Reference - not a major milestone on paper, but it is in other ways. During my first month, I spent 40 hours speaking with customers. Yep, one standard work week spent with people that make our company successful and push us to keep innovating. I learn each day how #ReferenceEdge makes lives easier for customer marketing and advocacy professionals, and how it helps showcase the tangible (metric-driven) value customer-centricity brings to an organization. But while our product helps customers succeed, it's the people that run with that success...down the field into the endzone. It's not always an acrobatic one-handed catch; sometimes it's an AJ Dillon-esque plow through, get the job done, and put points on the scoreboard. (Come on, you didn't think I would allow Superbowl weekend to go by without a football analogy or reference to the Green Bay Packers, did you?) The people make up the team, the people make the product. In other words, your product (and company) is the people that purchase, implement, utilize, and advocate for you. Listen to your people. Your product will thank you. #peoplebeforeprofessionals #customermarketing #customeradvocacy #customerexperience #customerledgrowth 

First day in my new Client Success Manager role! Today, it’s all about learning the ropes and laying the foundation for strong client relationships. It’s so important to start by understanding the company’s culture, vision, and how we deliver value to our clients. I’m taking the time to meet the team, learn internal processes, and familiarize myself with the tools and systems that will help me serve clients better. Ready to dive in! #NewBeginnings #ClientSuccess #FirstDay #GrowthMindset #Teamwork

1 more week until our March bootcamp kicks off! There's been lots of enthusiasm and drive for professional development in 2024! Embracing upskilling is a pivotal strategy for professional enhancement. Aiming to land a job in Customer Success? Explore our comprehensive 10-week Customer Success bootcamp: - Weekly live cohort learning - Networking support & introductions - Resume and LinkedIn profile help - Interview practice groups - Supportive community for job-seekers - 1:1 office hours with experts - Community support for the first year on the job Further details are available in the comments section.

Success manifests in various forms for each person—whether it be financial achievement, a fulfilling career, strong familial bonds, educational accomplishments, or personal health. Reflect on your personal motivations and define what success means to you. It all starts with your WHY? I'm excited to kick off training today with our new group of Customer Service Representatives at Absolute Airflow and Brody Pennell. Before diving into software training and company expectations, I like to start by exploring their "why" and helping them set both personal and professional goals. Understanding these aspects provides valuable insights into each individual’s potential, as this role is crucial in managing bookings that could significantly impact our revenue. This initial focus on their motivations helps me gauge their ability to thrive and become a key asset to our team.