ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “I’m calling it now,” says CS management coach Ryan Johansen. It’s an exciting time to be in customer success.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Balto

AUGUST 29, 2023

A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk. Since its existence, there haven’t been any rules or regulations that govern contact center common practices. History of Call Center Compliance Call centers date back to the 1960s.

Call Center 52

Call Center Interactive Voice Response Telemarketing Contact Center 52

Outsource Consultants

AUGUST 3, 2020

Here are some key themes to consider to lower your average handle time (AHT): Coach — Reducing AHT can be as simple as executing a playbook. Make sure you’re helping new and existing agents understand the best practices for common customer scenarios. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Balto

JUNE 23, 2022

A quick search for “contact center scripts” yields thousands of results aimed at teaching managers the best practices for enforcing script adherence. Almost half of our participants (48.2%) were in Customer Service, followed by Sales, Answering/Transferring Calls, Consulting, Customer Account Cancellation/Retention, and Collections.

Scripts 52

Scripts Coaching Contact Center Surveys 52

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. She has delivered over 1,500 transformative keynotes and coached over 20,000 leaders on elevating their companies’ CX game in the marketplace. Follow Jeanne on LinkedIn 6.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CrazyCall

SEPTEMBER 4, 2018

Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Max started his sales career path in Udemy, an online education startup where he had to create a sales process from scratch with the least amount of resources. And they did.

Sales 129

Sales SaaS CRM B2B 129

CustomerSuccessBox

OCTOBER 31, 2021

Customer Success & Experience Influencer, Executive, Speaker, Author, Consultant, Coach, and Board Advisor who is passionate about sharing best practices and lessons learned to help others succeed! Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. Why is Quarterly Business Review important?

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

SmartKarrot

NOVEMBER 8, 2022

Work with the team leaders to manage ongoing CS activities: onboarding, training, customer support, customer success management, and customer education. Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

SmartKarrot

DECEMBER 12, 2022

Role: Customer Success Lead – Lark Location: San Francisco, CA, United States Organization: ByteDance As a Customer Success Lead, you will deeply understand the customer journey and develop best practices for the team to deploy, which accelerate value for the customers in a timely manner. Apply here: [link].

Best practices 19

Best practices Government Coaching Accountability 19

JustCall

SEPTEMBER 5, 2023

Transparent performance evaluations are meant to hold real estate agents accountable and help them grow. When it comes to real estate agents, performance assessments serve as a catalyst for goal-setting, and enabling them to seek further education and achieve their full potential.

Real estate 52

Real estate Construction Feedback Morale 52

SmartKarrot

OCTOBER 19, 2022

Apply here: [link] Role: Head of Customer Success Location: San Francisco, CA, US Organization: Creator Deck As a Head of Customer Success, you will coach, recruit, train, and mentor an exceptional team of customer success professionals, while playing a hands on role with many of the largest strategic accounts.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

Enghouse Interactive

APRIL 17, 2019

Today, we’d like to give you some insight into the best practices for using omnichannel recording along with quality management in the contact center. Call recording has become a common contact center practice, with compound annual growth across the industry of 22%* into 2022. CVV information must never be recorded.

Quality management 40

Quality management Management Best practices Coaching 40

SmartKarrot

SEPTEMBER 7, 2022

Partner with Sales, Account Management, and Implementation teams to ensure effective success plans are in place for existing and incoming customers. Work alongside the C-level sales leaders within accounts to create data-driven solutions for supercharging sales. Ensuring best practices across clients in line with agreed processes.

Customer advocacy 19

Customer advocacy Coaching Upselling B2B 19

SmartKarrot

APRIL 18, 2022

Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can excel through accountability, encouragement, and empowerment. Drives innovation, best practices, and process improvement.

Advertising 19

Advertising Customer advocacy Finance Best practices 19

SmartKarrot

APRIL 21, 2022

Provide mentorship and coaching to the team regarding best practices for delighting enterprise-level customers. Coach team members to be the expert on the client’s business, strategy, goals, objectives, and organization/contacts. Partner with the Sales organization to identify revenue opportunities in existing accounts.

Coaching 19

Coaching Technical Support Education Self service 19

SmartKarrot

FEBRUARY 25, 2022

Role: Director of Customer Success Location: Mahwah, NJ, US Organization: Radware As a Director of Customer Success, you will lead, coach, mentor Professional services engineers and TAMs. Provide guidance to customers on new software upgrades, vulnerabilities, best practices.

Engineering 19

Engineering Coaching Upselling Feedback 19

SmartKarrot

MAY 23, 2022

Role: Director of Customer Success – North America Location: New York, NY, US (On-site) Organization: Leapsome As a Director of Customer Success, you will establish the best customer experience across the customer journey with onboarding, support, account management and upselling and turn the customers into advocates.

Finance 19

Finance Upselling Consulting Consulting 19

SmartKarrot

JUNE 22, 2022

Provide mentorship and coaching to the team regarding best practices for delighting enterprise-level customers. Regularly perform customer success reviews that confirm satisfaction and expand use throughout the account. Work closely with the account management teams on account renewals and ensuring uptake of products.

Technical Support 19

Technical Support Accountability Coaching Sales 19

SmartKarrot

MARCH 10, 2022

Work cross-functionally to support the SVP to build best practices and evolve JazzHR customer support strategy and practice. Ensure retention of key clients and growth of their accounts. Identifying blockers to account growth and client development and communicating them to the business.

Technical Support 19

Technical Support Consulting Consulting Metrics 19

SmartKarrot

NOVEMBER 2, 2021

Track critical customer success metrics and KPI’s then use this data to coach the team, improve processes, and drive decision-making for the business. Hires, trains, coaches, counsels, and evaluates the performance of direct reports. Create an account management processes to build strong and long-lasting partner relationships.

Coaching 19

Coaching Engineering Education Best practices 19

SmartKarrot

MARCH 7, 2022

As a player-coach, you both will manage the enterprise customers as well as lead, motivate and enable a team of high-performing Customer Success Managers as we grow and scale the team. Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth.

Enterprise 19

Enterprise Engineering Accountability Government 19

SmartKarrot

NOVEMBER 11, 2021

Role: Senior Director, Customer Success Location: Remote, New York, NY, US Organization: Culture Amp As a Senior Director of Customer Success, you will execute and optimize the customer journey for the North America (NA) Named Accounts segments establishing a scalable strategy for driving adoption and growth across the customer base.

Customer advocacy 19

Customer advocacy Technical Support Consulting Consulting 19

SmartKarrot

OCTOBER 22, 2021

Engage customers and facilitate education and access to standard methodology guidance. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related services; accountable for client renewal and retention results.

Brand ambassadors 19

Brand ambassadors Education Upselling Consulting 19

SmartKarrot

FEBRUARY 2, 2022

Educate customers on the Dover product and coach them through their recruiting efforts. Build playbooks and best practices to help us scale. Identify new business opportunities in the existing account(s). Manage and own account retention, renewals & churn.

Feedback 19

Feedback Coaching Education Best practices 19

ChurnZero

MARCH 3, 2020

Pulse is dedicated to providing in-depth education and networking for anybody working in a post-sale, customer-facing role. The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

CSM Practice

JANUARY 1, 2017

Most companies have an on-premise #CustomerSuccess program that typically comes in the form of TAM (Technical Account Management) services. In my experience, depending on the size of the account, the customer success manager is assigned to multiple accounts and is separate from the team that renews the customer’s contract.

SaaS 58

SaaS Metrics Accountability Best practices 58

aircall

MARCH 16, 2018

Thoughtful training leads to well-informed and productive customer support agents, but no amount of coaching can make up for understaffing or a possibly incorrect hire. The product will change and policies will be updated — veteran agents, as well as new hires, can always use an occasional refresher on company best practices.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

SmartKarrot

JUNE 17, 2021

Role: Senior Director, Customer Success Location: New York, NY, US Organization: Arcadia As a Senior Director of Customer Success, you will deliver a best-in-class customer support experience across all customer segments resulting in increased retention. Engage the top 10 Major Enterprise Accounts, at an organizational level.

Enterprise 10

Enterprise B2C Education Coaching 10

SmartKarrot

OCTOBER 21, 2022

Work closely with Marketing to drive customer marketing campaigns to increase education/adoption across the Arena customer portfolio. Work closely with Cellebrite’s sales/account managers to share customer issues, needs, growth opportunities, etc.

Finance 19

Finance Upselling Coaching Engineering 19

SmartKarrot

SEPTEMBER 14, 2021

Responsible for identification and inventory of customer process pain points and gaps in best practices. Build and own relationships with key customer accounts to establish yourself as a trusted advisor. Manage and nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals.

Accountability 18

Accountability Coaching Feedback Education 18

Comm100

JANUARY 11, 2023

Education: 14%. Following constructive coaching and suggestions provided in real-time by AI, employees reported the suggestions were helpful for quality assurance. For industries like higher education, 24/7 service can greatly benefit international recruitment efforts targeting potential students in other time zones. Article by.

Customer Service 81

Customer Service Chatbots Healthcare Wait times 81

SmartKarrot

MARCH 8, 2022

An exceptional thought leader and a brilliant coach to thousands of executives, Allison Pickens, is a leading expert on recurring revenue growth. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Allison Pickens. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

JUNE 11, 2021

They teach customer success managers best practices that enable them to engage, manage, and retain customers. CCSM Level 2 curriculum focuses on refining the ability to manage multiple accounts and internal relationships. CCSM Level 4 curriculum is based on instilling skills that drive portfolio or account expansion.

Best practices 22

Best practices SaaS Accountability Education 22

SmartKarrot

JULY 7, 2021

Hire, train, coach and lead a team of customer success managers. Work with CS and Sales VPs to continuously improve the customer journey and develop the tools and templates to ensure the CSM team employs best practices. Use your communication and partnership skills to educate cross-functional stakeholders and compel action.

Enterprise 10

Enterprise Engineering Best practices Accountability 10

SmartKarrot

DECEMBER 29, 2020

Role: Director of Customer Success Location: Remote, United States Organization: Tealium As a Director of Customer Success, you will lead, coach and mentor a team of 5 – 7 Customer Success Strategists of varying levels. Monitor Customer Performance and Solution Index and leverage to drive engagement plan for Key Accounts.

Best practices 10

Best practices Strategic Value Accountability Coaching 10

SmartKarrot

APRIL 12, 2021

Lead and develop a team of geographically dispersed Customer Success Advisors and Technical Leads to develop and execute on customer account plans that are aligned with customer objectives and help the customer maximize the value of their PerfectServe investment. Coach and develop team members to achieve their KPIs and career goals.

Enterprise 10

Enterprise Coaching Accountability SaaS 10

SmartKarrot

JANUARY 20, 2021

Build and implement a program to help customers deploy Lockstep’s best practices and get the maximum ROI from their investment in Lockstep. Implement outcomes-based processes and metrics that result in best-in-class customer and revenue retention. Enable, coach and mentor colleagues in the sales and service delivery teams.

Banking 10

Banking Best practices Engineering Upselling 10