building a high performing customer success team
TRANSCRIPT
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Building a High Performing Customer Success Team: The
#Millennial Advantage
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About Me
> 9 years is SaaS> 8 years in leadership roles
> 7 years at Sysomos> 6 time axe throwing champion
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Sysomos is the world’s largest independent social intelligence platform.
We help over 1400 companies - including 80% of the world’s most valuable brands and 90% of the Global Top 250 PR Firms - understand and interact on the social web and use real-time social data to build better and smarter businesses.
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① Myth Busting② Recruiting③ Employee Success
Agenda
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Myth #1: Millennials have no job loyalty
Perception
> Millennials view jobs as projects
Reality
> Millennials are loyal to who values them
> Millennials are loyal to the experience
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Myth #2: Millennials want to be CEO tomorrow
Perception
> Millennials expect promotions every six months
Reality
> Millennials don’t want to be the CEO…. But would love to give the CEO advice
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Myth #3: Millennials care more about work-life balance
Perception
> Millennials are not willing to put in the hours necessary to move up
Reality
> Work is done everywhere, not just in the office
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• College & University Partnerships• Internship Programs• Treat references like gold!
Build Your Bench
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Pitch Your Company and Yourself
• Culture• Brand Values• Leadership Philosophy
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• Core Competencies • Emotional IQ & Will• Standardized Interview Approach
Know what you are looking for
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Employee Success = Customer Success
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Delighted and engaged employees = delighted and engaged customers
THE SERVICE PROFIT CHAIN
• Recruit, engage and retain the best people• Generate alignment with strategy• Create an engaging workplace
Engaged Employees
Engaged Customers
Profit and Growth
• Customer focused• Brand & Customer advocates
• Sales growth• Profit growth
Experience Efficiency Loyalty
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6 Steps to Creating an Engaging Workplace
> Pay and benefits> Training and development> Competent management> Engaging leadership> Regular communication> Recognize and reward performance
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Put Your Strengths to Work
Talent: Rank:Input 1
Achiever 2Learner 3Strategic 4Futuristic 5
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> Learning experiences and a path trumps promotions and job titles
> Make Customer Success the feeder team for the entire organization
> Having a best friend at work matters > Employee engagement is the engine that drives customer success
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