Horizon CX

MARCH 10, 2023

Many articles, blogs, consulting hours, and attention have been invested with this in mind. A permanent autonomous CX department often gets tasked with enterprise-wide metrics such as NPS yet no supervisory oversight, which sets up tension and conflict. Customer service engineers handled all support calls.

Education 52

Education Finance Accountability Coaching 52

CX Global Media

APRIL 10, 2017

A collaboration between the finest sales consultants, creative thinkers and digital engineers, with experience in sales psychology, buyer behavior, digital technology and media production. The post Pete Jones of Grypp Talks Sales and Service Platforms appeared first on Call Center Coach. Then you’re in deep jeopardy.

Sales 120

Sales Contact Center Customer effort Call Center 120

Amity

NOVEMBER 28, 2018

Delivered as a service, Densify's patented optimization engine collects and analyzes data from cloud computing services and other IT environments, which is further combined with advisory services of cloud experts who report on cost, explore usage patterns, and project future trends. I am the GM, the coach and the player.

Coaching 106

Coaching SaaS Metrics Accountability 106

SharpenCX

FEBRUARY 10, 2021

Because most of the time, your call center system automatically collects and funnels it to your reporting engine. Interaction data is the thousands of metrics associated with each conversation between your customers and your agents. It helps you identify trends and patterns beyond your traditional call center metrics.

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. Offering deals, insider news, and reviews on the stuff you are shopping for. Peter Abah. Mihai Corbuleac. csITsupport.

call center software 210

call center software Call Center Contact Center Analytics 210

SmartKarrot

NOVEMBER 9, 2022

You will serve as project manager and leader for cross-functional initiatives such as standing up a CS/Sales qualified lead engine process, building out a retention strategy for the individual Loan Officer and Real Estate customers, and developing a feedback forum for product development initiatives rooted in the voice of the customer.

Real estate 19

Real estate Consulting Consulting Technical Support 19

SmartKarrot

DECEMBER 13, 2022

Provide consultative customer service; help to determine customer goals, compliance challenges, and business needs, while utilizing product and industry knowledge to provide solutions and initiate orders crucial to corporate legal compliance. Develop KPIs, and use cases, and track usage metrics to analyze trends across the customer base.

Engineering 19

Engineering SaaS Coaching Government 19

Kayako

APRIL 6, 2017

Plus, they provide metrics that show the impact of frustrated customers on contact rate and customer satisfaction. Gary McGrath, Customer Success Consultant at Kayako agrees that involving support earlier has helped our product team address root causes of pain points, instead of just fixing the resulting symptoms. ” Conor.

Feedback 103

Feedback Coaching Metrics Customer Support 103

ChurnZero

NOVEMBER 4, 2022

To get your CS team to look outside of themselves and flex their empathy, coach them on how to interact with customers, especially when it involves delivering undesirable news. When CS teams only own customer satisfaction and engagement metrics, they lessen their business impact, and in turn, their value and authority.

SaaS 98

SaaS Customer centricity Finance Best practices 98

SmartKarrot

OCTOBER 3, 2022

Recruit, hire, mentor and coach Customer Success team members. Mentoring and coaching cover both Customer Success practices and processes as well as industry and solution expertise. Interact with other areas of their business to ensure customer success, such as Product and Engineering.

Upselling 19

Upselling Coaching Best practices Consulting 19

SmartKarrot

APRIL 25, 2022

Define operational metrics for the group, and measure the Effectiveness of Customer Success. Ensuring articulation of customer needs and success metrics across internal Ed-Fi stakeholders. Consult on best practices, workflows, and management business reviews. Provide a consultative solutions sales process to prospects.

Best practices 19

Best practices Consulting Consulting Metrics 19

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Don Otvos , Salesloft, Head of Solutions Engineering, @donnyo, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

JustCall

FEBRUARY 11, 2022

Sales managers drive the company’s revenue engine. Tracking sales metrics and KPIs to measure performance and ROI. Some of the examples of B2B products include wholesale products, commercial software, SaaS products, and consulting services. Adopt Modern Sales Coaching Technique. Sales Manager.

Sales 52

Sales B2C call center software B2B 52

SmartKarrot

NOVEMBER 17, 2021

Role: Director of Customer Success Location: Santa Clara, CA, US (Hybrid) Organization: LeanData As a Director of Customer Success, you will lead, coach and mentor a team of Customer Success Managers across enterprise and large commercial accounts. Represent the voice of the merchant and influence the platform development roadmap.

Upselling 19

Upselling Accountability Coaching Metrics 19

SmartKarrot

MARCH 1, 2023

Your team needs coaching in order to develop solid connections with the account stirring committees and win repeat business. Uphold a thorough understanding of our product and consult with clients with the most pertinent features and functionalities for their particular needs. Metrics Management and Drive.

Enterprise 19

Enterprise Upselling Accountability Coaching 19

ClientSuccess

MARCH 20, 2018

Executive and Transformational Life Coach. PAXTON COACHING LLC. Create a growth engine for your business by investing in your customer’s success. Customer Success Consultant. eBooks: Ultimate Guide to SaaS Customer Success Metrics. Manager, Customer Success Operations. Nora Paxton. Chad Horenfeldt.

Coaching 40

Coaching SaaS Engineering Best practices 40

SmartKarrot

APRIL 13, 2023

David Ventura David Ventura is a key account management specialist, consultant, speaker, and author. Currently, he is a KAM consultant and director of KAMGuru where he works with organizations to improve their client relationships. Currently, he is a management consultant and training professional at Mills Consultancy.

Accountability 11

Accountability Management Consulting Consulting 11

SmartKarrot

DECEMBER 10, 2021

Role: Director – Customer Success Location: Nashville, TN, US (On-site) Organization: Rain Instant Pay As a Director of Customer Success, you will support the growth of the organization by recruiting, hiring, training, and coaching top talent Customer Success Managers.

Advertising 19

Advertising Coaching Feedback Engineering 19

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

OCTOBER 21, 2021

Coach, mentor, and develop a team of Customer Success Managers for upward growth at both the IC and Manager level. Consult with instructors on implementation and curriculum design. Monitoring customers’ key performance metrics and taking necessary actions to improve them.

Upselling 19

Upselling Accountability Customer centricity Coaching 19

SmartKarrot

DECEMBER 11, 2020

Role: Vice President of Customer Success Location: Remote, Chicago, IL, US Organization: Storm2 As a Vice President of Customer Success, you will hire, coach, and lead their customer success organization. Lead the organization to consistently meet and exceed its efficiency metrics and net promoter score results. Apply here: [link].

Enterprise 10

Enterprise Engineering Finance Consulting 10

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Simultaneously, he has been a consultant, coach, and trainer for technology professionals across 30 countries.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

MARCH 20, 2020

It’s used in a range of fields including psychology, biology, economics, and engineering. The new growth engine. Departments share company-wide goals, but often have differing views on how to achieve them due to isolated focuses, competing priorities, and individual success metrics.

Customer centricity 52

Customer centricity Finance SaaS Scripts 52

SmartKarrot

JANUARY 13, 2021

Define operational metrics for the team and establish a system for tracking metrics. As a Vice President of Customer Success, you will set and manage your team’s objectives and priorities to ensure they achieve customer adoption, customer retention and customer satisfaction metrics.

Consulting 10

Consulting Consulting Metrics Customer retention 10

SmartKarrot

FEBRUARY 18, 2021

Manage to clear and metric-driven deliverables on a quarterly basis that showcase customer growth, trends, retention, and product/industry maturity. Help to hire, manage, coach, and develop a team of high-performing Customer Success Managers. Forecast and track account metrics regularly and when needed to ensure alignment.

Coaching 10

Coaching Metrics Engineering Accountability 10

ClientSuccess

JULY 9, 2019

If we’re not deliberate about defining the purpose, responsibilities and metrics of the role, then the CSM / CS team often becomes the “catch all” role where anything related to client is pushed our way. What are the metrics that indicate a CSM has been successful in their responsibilities? Question 3. Question 5.

Consulting 40

Consulting Consulting Coaching Metrics 40

SmartKarrot

JULY 14, 2021

Work cross-functionally with Sales, Marketing, Engineering, and Finance to deliver the best customer experience for the customers. Monitor team performance on key metrics and employee satisfaction. This is a “player/coach” role by design. Identify opportunities for account growth within your managed accounts.

Customer advocacy 10

Customer advocacy Technical Support Finance Consulting 10

JustCall

OCTOBER 25, 2022

It may also have a range of collaboration features and coaching features that may not be present in an on premise tool. . So, we’ve put together a few steps to ensure that you’ve got a smooth experience with switching your Sales and Support engine to the cloud. AI-Powered Agent Coaching (Add On)*. Queue Call Back.

voip 52

voip Interactive Voice Response Call Logging Analytics 52

SmartKarrot

JULY 5, 2021

Coach peers proactively in the organization to create skill lift that drives client growth and contributes to overall team success. Generate business plans by collaborating with specialists, Engineers and Product teams and defining business goals, key strategies and success metrics.

Advertising 10

Advertising Enterprise Upselling Accountability 10

SmartKarrot

JANUARY 4, 2021

Role: Vice President, Customer Success Location: San Francisco Bay Area, US Organization: BrightEdge As a Vice President, Customer Success, you will consult on strategic initiatives and opportunities to drive innovation and value for customers. Monitor account health and eliminate adoption gaps at the customers.

Technical Support 10

Technical Support Education Accountability Upselling 10

SmartKarrot

NOVEMBER 27, 2020

Apply here: [link] Role: Senior Manager, Customer Success Location: Montreal, CA Organization: Coveo As a Senior Manager of Customer Success, you will lead your team of CSMs towards our objectives with personalized coaching and strengths-driven performance management.

Enterprise 10

Enterprise SaaS Accountability Consulting 10

SmartKarrot

DECEMBER 22, 2020

Monitor team performance on key metrics and employee satisfaction. This is a “player/coach” role by design. Be the key point of contact for the customer with Engineering, Product Management and Sales teams to resolve customer support concerns. Identify opportunities for account growth within your managed accounts.

Customer advocacy 10

Customer advocacy Accountability Customer centricity Coaching 10

SmartKarrot

JUNE 11, 2021

CS Mastermind is another professional development programs that enhances skills via online training, group coaching calls, instructor-led sessions and more. Customer success best practices and key concepts Navigate typical customer success challenges Develop success plans Chart metrics for customer success.

Best practices 22

Best practices SaaS Accountability Education 22

Amity

OCTOBER 31, 2016

Uberflip has always had a strong marketing team because, after all, we’re a content marketing platform, the sales team has grown a ton over the last couple of years, and we have an amazing, fast-growing engineering team that’s built an amazing product. How did you personally get started in Customer Success?

Coaching 0

Coaching Engineering Upselling Marketing 0

SmartKarrot

JUNE 10, 2020

He is a leading CS consultant, keynote speaker and an author. 3 Success Coaching. Subscribe to this newsletter to learn about retention/expansion/renewals, metrics and more from the top voices in the industry. #2 How to Build Your Customer-Driven Growth Engine. 4 Customer Success Executives Coaching. By Todd Eby.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

SmartKarrot

OCTOBER 1, 2022

Drive and present data analysis to / furnish of recommendations of strategic marketing and product plans including approaches most likely to drive key performance metrics for customers. Work with the product engineering team to prioritize, design, and deliver features. Lead complex customer onboarding projects.

B2B 3

B2B Revenue potential Accountability Coaching 3

SmartKarrot

OCTOBER 4, 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. Hire, train, coach, counsel, and evaluate the performance of direct reports. Train and coach customers through a successful onboarding process, adoption phase, and ongoing usage.

Coaching 3

Coaching Upselling Accountability Engineering 3