Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Rachel Ivers worked as an Inside Sales Representative for 8z Real Estate for one and a half years. Katherine Dougherty, MaidPro National Sales Center Director, describes herself as being MaidPro born and raised.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Callminer

FEBRUARY 4, 2021

Call center managers and supervisors need to train agents on the course of action to take for a vulnerable customer, and they also need to communicate regular feedback to agents to help them get better. Coaching needs to happen in real time from management. Adrian Travis. John Cho is the Founder of My Pet Child. “To Grant Aldrich.

Call Center 345

Call Center Contact Center Finance Consulting 345

JustCall

NOVEMBER 25, 2022

aids sales teams in enhancing performance and lowering acquisition expenses. The application provides sales representatives with in-conversation indications in real time to aid in improving customer engagement. Users: Sales; Sales Executive Industries: E-Learning; Education Management Market Segment : 59% Mid-Market ; 38% Enterprise.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

Customer Service Life

NOVEMBER 15, 2020

Here’s a definition: Quality assurance for the contact center is about setting a standard for how the work is done and then ensuring, through evaluation, coaching, and training, that the work is consistently done at or above the standard. Regularly evaluate customer interactions and coach agents. How will quality help?

Contact Center 92

Contact Center Engineering Calibration Coaching 92

Balto

MAY 18, 2022

Best-in-class AI provides ready-to-use sales and CX insights for CCaaS customers. As agents use the playbooks and iterate, they create a data feedback loop which in turn optimizes the playbooks even more to ensure the best possible outcomes for sales and service. About Balto. Founded in 2017 and based in St.

Best practices 52

Best practices Contact Center Coaching Engineering 52

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. A SaaS business’s greatest source of intel is direct customer feedback. They are best positioned to find, synthesize, and contextualize feedback.

SaaS 98

SaaS Customer centricity Finance Best practices 98

ChurnZero

DECEMBER 9, 2022

Q: Based on your acquisition experience, are for-sale businesses focusing on the customer and NPS? Certainly, we call it our CARR (contracted annual recurring revenue) waterfall, so our net retention numbers and how that flows through year over year and quarter over quarter in terms of revenue to churn to logo churn to same source sales.

Coaching 52

Coaching Metrics Marketing Enterprise 52

Kayako

APRIL 6, 2017

All too often a product development cycle starts with market research, gets approved by the board, developed and sold by a sales team before support is ever involved. If you work in product development, you probably wish you could spend all day talking to customers, because you know how valuable that feedback is. ” Gary.

Feedback 103

Feedback Coaching Metrics Customer Support 103

aircall

DECEMBER 17, 2021

From best practices to collecting feedback and from writing job descriptions and creating internal recruitment processes, the holiday season gives HR professionals time to reflect. It’s also important to think about who needs to be in the room and whose feedback you trust when hiring for each role. This year, the U.S.

Benchmark 62

Benchmark Coaching Engineering Best practices 62

Balto

JUNE 23, 2022

Think back to your best coach, teacher, or mentor growing up. Was their feedback thoughtful and relevant to you? Did you want more feedback from them or less? Conversely, we’ve all had coaches and teachers who bombarded us with a ton of bad information. Without agent buy-in, information is useless.

Contact Center 52

Contact Center Transportation Coaching Best practices 52

SmartKarrot

DECEMBER 5, 2022

Hire, enable, coach and develop your team of high-performing CSMs to align with individual, team, and company goals. You will take care of the daily management of the Customer Success organization, including coaching & developing the team. Occasionally attend Sales meetings with the Sales team to provide technical insight.

Coaching 19

Coaching Metrics Accountability Sales 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. Support Sales organizations in positioning Services products. Lead and grow Radware’s Managed security services business in North America.

Engineering 19

Engineering Coaching Upselling Feedback 19

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! Product, Sales, Marketing, CS, Engineering all benefit from customer feedback. How does it help your customers?

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

Callminer

FEBRUARY 21, 2018

This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. He is an Information technology enthusiast and petroleum engineer by discipline from Nigeria with a desire to make it work. Gene Reynolds is the Global Channel/Alliance Sales Director at Blackchair.

call center software 210

call center software Call Center Contact Center Analytics 210

SmartKarrot

JUNE 9, 2022

As we grow, hire, coach, and mentor a customer success team passionate about helping customers get the most from their investments in Sync. Ensure their teams deliver efficiently in alignment with key partners in Sales, Product, and Engineering. Deliver feedback to Product and Engineering based on customer needs and requests.

Upselling 19

Upselling Engineering Technical Support Metrics 19

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 7, 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. Liaise with the Product Owner team regarding customer feedback.

Customer advocacy 19

Customer advocacy Engineering Coaching Employee engagement 19

SmartKarrot

JANUARY 20, 2023

Participate in centralizing the feedback from the users, and help define the improvements needed with the product team. You’ll also standardize the renewal process in cooperation with the Sales team to maximize retention. Collaborate with Sales leadership to drive high retention rates and growth.

Government 19

Government Upselling Accountability Customer centricity 19

Peter Lavers

NOVEMBER 14, 2017

It is also interesting to see the salaries commanded by Data Engineers are higher than Data Scientists. All those skills may sound more like sales training. With Data Science still being new to most businesses, there is indeed a sales job to be done. But that was focussed on other high-level challenges for data science leaders.

Analytics 100

Analytics Banking Consulting Consulting 100

SharpenCX

JANUARY 28, 2020

Good management, proper training and coaching, employee engagement strategies, the list goes on. Gather Feedback for the Best Experience for Everyone. Through team meetings, 1:1s, or surveys, gather feedback from your employees. Sure, there are many ways to offer support. What’s next? Get your Agent’s Perspective.

Call Center 69

Call Center call center software Abandon rate Contact Center 69

SmartKarrot

AUGUST 30, 2022

Advocate for corporate clients’ needs with the product, engineering, marketing and sales teams to ensure all departments work together to support a great client experience. When needed, partner with sales team to drive upsell opportunities. Lead, coach and empower the customer success team to be successful in their roles.

Upselling 19

Upselling Coaching Accountability Engineering 19

CSM Magazine

AUGUST 3, 2020

Your company website needs to have clear information about your company and products/services and be optimized for search engines. This includes how much you need just to break even, as well as the net and grow margins on sales. Ask for feedback. A well-thought-out profit model is fundamental to your success.

voip 52

voip Coaching Engineering Feedback 52

SmartKarrot

NOVEMBER 14, 2022

As a Director of Customer Success, you will create efficient processes for managing all pre- post-sales technical support; including phone & e-mail support, lab-based troubleshooting, knowledge database, and interface with CRM. Work cross-functionally with engineering to deliver unified business goals. Apply here: [link].

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

OCTOBER 19, 2022

Partnering with the Sales and Product teams to define product goals and Tread’s roadmap. Work closely with Engineering, Marketing, and Design departments to integrate and streamline core processes across the company. Creating best-in-class processes for onboarding, training, support, engagement, and business reviews.

Customer advocacy 19

Customer advocacy Coaching Banking Accountability 19

SmartKarrot

MAY 20, 2022

Collaborate and communicate with product and engineering colleagues to influence client success initiatives within the product roadmap. Work collaboratively with other senior executives and departments across the company, including Product, Engineering, Sales, Finance, and others.

Engineering 19

Engineering Best practices Finance Coaching 19

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

APRIL 28, 2023

You’ll be the alpha dog, coaching, mentoring, and directing our customer success managers to give each and every one of our clients an excellent experience. Work together with cross-functional teams from the sales, product, and engineering departments to guarantee our clients’ success.

Upselling 19

Upselling Coaching Engineering Customer retention 19

Integrity Solutions

JANUARY 23, 2023

The past several years have certainly tested the mettle of even the most experienced salespeople and sales managers. Here’s a round-up of some of the key ideas that have stood out to them as well as their advice on new year’s resolutions for sales leaders and team members that will deliver the biggest impact this year.

Sales 78

Sales Coaching Accountability Metrics 78

SmartKarrot

MARCH 8, 2023

Professionals in customer success and services are coached, developed, and led. Advocate for the customer and foster alignment around their needs by acting as the customer’s voice and collaborating closely with Sales, Product, and Marketing. hiring new staff and advancing the careers of present workers.

Engineering 19

Engineering Coaching Enterprise Accountability 19

SmartKarrot

FEBRUARY 8, 2023

Work closely with our Product teams to communicate customer feedback and insights, and drive customer-centric initiatives forward. Coach and develop direct reports for growth and development. Manage the day-to-day of the Field Operations Team and communicate customer needs to the engineering and product teams.

Engineering 19

Engineering Best practices Customer centricity Coaching 19

SmartKarrot

DECEMBER 7, 2022

Build strong relationships of trust & collaboration across internal key functions, including Sales, Product, Engineering, Finance, Legal, HR, and Marketing. Drive consistent improvement by setting targets, noting trends, and coaching based on individual needs. Inform and train users on new features for greater adoption.

Customer retention 19

Customer retention Finance Accountability Coaching 19

CustomerSuccessBox

FEBRUARY 14, 2019

Hence, a CSM should coach the customers to use the sticky features as it will lead to the customers achieving their goals faster and also increase product adoption. The job of a Customer Success Manager is to make sure that the customers are getting the value that had been promised by the sales team and are able to achieve their goals.

Management 67

Management Upselling SaaS Sales 67

SmartKarrot

FEBRUARY 22, 2022

As a Sr Director of Customer Success, you will develop strategies that enhance and improve customer experience and drive differentiate customer value, including providing a compelling digital customer post-sales experience. Provides retail training and coaching to enhance customer experience and drive rate of sale.

Accountability 19

Accountability Coaching Sales Engineering 19

SmartKarrot

OCTOBER 21, 2022

Interact with Sales, Product, Engineering, Support, Services, Finance and Executive teams to drive positive change on behalf of the customers. Align with Sales on expansion and retention strategies and processes. Aggregate customer feedback into themes and focus areas.

Finance 19

Finance Upselling Coaching Engineering 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. Work cross-functionally with sales, marketing, engineering, and product teams to align on customer needs and company strategy.

Enterprise 19

Enterprise Engineering Accountability Government 19

SmartKarrot

MARCH 1, 2023

Role: Director of Customer Success Location: Toronto, ON, Canada (Remote) Organization: Sales Talent Agency As a Director of Customer Success you’ll be directing a group of six (soon to be seven) account managers who now look after 600+ accounts ranging from mid-market to enterprise. At SimpleClub, you will serve as the customer voice.

Enterprise 19

Enterprise Upselling Accountability Coaching 19

SmartKarrot

APRIL 1, 2022

Role: Customer Success Director, WordPress VIP Location: Remote, United States Organization: Automattic As a Customer Success Director, you will be responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.

Upselling 19

Upselling Engineering Accountability SaaS 19