1. Putting OurCustomers FirstHow we grew CustomerSuccess at UnbounceRyan EngleyDirector of Customer SuccessUnbounce@ryan_engley

2. THATS ME 3. THATS ME (my beard wasnt as thick) 4. (and I loved polos) THATS ME(my beard wasnt as thick) 5. LIKE A LOT 6. LIKE A LOTI ALSO LOVED MY CLIENTS 7. I helped people besuccessful 8. HERES SOME SUCCESS 9. BADASS, RIGHT? 10. BADASS, RIGHT?THERES THAT POLO 11. but I didnt knowa ton aboutCustomer Success 12. THAT WAS FOUR YEARS AGO 13. describe customer success 14. (fess up) 15. (fess up)neither did you 16. THIS IS CHURN 17. WAIT A MINUTEIF WE WERE PROACTIVEWED HAVE LESS CHURN 18. WAIT A MINUTEIF WE WERE PROACTIVEWED HAVE LESS CHURNDUH. 19. its true 20. but not all companies arethe enterprise 21. (were smaller) 22. focusing customer successexclusively on churn limits thesuccess of your company 23. The next generation of greatcompanies will be led by CEOswho are serious about greatcustomer service.- James Slavet 24. THESE ARE BARNACLES 25. SO ARE THESE 26. SO ARE THESEAND THESE 27. SO ARE THESEAND THESEI REST MY CASE 28. dont just focus oncustomer service 29. build a culture ofcustomer centricity 30. customersuccessis putting your customers firstin every decision made byevery person at your company 31. peopletoolspurposevisionmotivationempowerment 32. PHONE 33. PHONETICKETS 34. PHONECHATTICKETS 35. peopletoolspurposevisionmotivationempowerment 36. YOU CANTSPEND YOUR TIMEDIRECTING YOURFIRSTHIRES 37. I CALL BS 38. WHATSFASTERTHAN FIRING FAST? 39. DONT HIREBOZOSIN THE FIRSTPLACE 40. YOU NEED TO HIREUNICORNS 41. ok fine 42. Attn.: Human Resources Dept.Dear Sir/Madam,I am applying for an employment position with your reputable company.I seek an opportunity to such as this for a variety of reasons. Primarily, because I possess anextensive service/sales/technical support background within a variety of industries includingCall Centers. I also thoroughly enjoy providing service and support to customers over thephone. I also enjoy the atmosphere, within Call Centers as well as the opportunity forcontinuous training and development and growth.My attributes include: Strong Communication and interpersonal skills. Telesales/Customer Service/Technical Support experience. Problem solving and troubleshooting skills. Extensive employment in Service, Sales sectors. The ability to multi task and work in a fast paced, high stress environment. Strong computer skills. Post Secondary Education. The ability to work in team and independent environments. A goal oriented individual. Supervising small teams. Volunteer in youth groups and senior homes. Human Relations.It is my sincere hope that I will the opportunity to discuss my qualifications and experience withyou further. 43. Attn.: Human Resources Dept.Dear Sir/Madam,I am applying for an employment position with your reputable company.I seek an opportunity to such as this for a variety of reasons. Primarily, because I possess anextensive service/sales/technical support background within a variety of industries includingCall Centers. I also thoroughly enjoy providing service and support to customers over thephone. I also enjoy the atmosphere, within Call Centers as well as the opportunity forcontinuous training and development and growth.My attributes include: Strong Communication and interpersonal skills. Telesales/Customer Service/Technical Support experience. Problem solving and troubleshooting skills. Extensive employment in Service, Sales sectors. The ability to multi task and work in a fast paced, high stress environment. Strong computer skills. Post Secondary Education. The ability to work in team and independent environments. A goal oriented individual. Supervising small teams. Volunteer in youth groups and senior homes. Human Relations.It is my sincere hope that I will the opportunity to discuss my qualifications and experience withyou further. 44. Attn.: Human Resources Dept.Dear Sir/Madam,I am applying for an employment position with your reputable company.I seek an opportunity to such as this for a variety of reasons. Primarily, because I possess anextensive service/sales/technical support background within a variety of industries includingCall Centers. I also thoroughly enjoy providing service and support to customers over thephone. I also enjoy the atmosphere, within Call Centers as well as the opportunity forcontinuous training and development and growth.My attributes include: Strong Communication and interpersonal skills. Telesales/Customer Service/Technical Support experience. Problem solving and troubleshooting skills. Extensive employment in Service, Sales sectors. The ability to multi task and work in a fast paced, high stress environment. Strong computer skills. Post Secondary Education. The ability to work in team and independent environments. A goal oriented individual. Supervising small teams. Volunteer in youth groups and senior homes. Human Relations.It is my sincere hope that I will the opportunity to discuss my qualifications and experience withyou further. 45. Attn.: Human Resources Dept.Dear Sir/Madam,I am applying for an employment position with your reputable company.I seek an opportunity to such as this for a variety of reasons. Primarily, because I possess anextensive service/sales/technical support background within a variety of industries includingCall Centers. I also thoroughly enjoy providing service and support to customers over thephone. I also enjoy the atmosphere, within Call Centers as well as the opportunity forcontinuous training and development and growth.My attributes include: Strong Communication and interpersonal skills. Telesales/Customer Service/Technical Support experience. Problem solving and troubleshooting skills. Extensive employment in Service, Sales sectors. The ability to multi task and work in a fast paced, high stress environment. Strong computer skills. Post Secondary Education. The ability to work in team and independent environments. A goal oriented individual. Supervising small teams. Volunteer in youth groups and senior homes. Human Relations.It is my sincere hope that I will the opportunity to discuss my qualifications and experience withyou further. 46. Attn.: Human Resources Dept.Dear Sir/Madam,I am applying for an employment position with your reputable company.I seek an opportunity to such as this for a variety of reasons. Primarily, because I possess anextensive service/sales/technical support background within a variety of industries includingCall Centers. I also thoroughly enjoy providing service and support to customers over thephone. I also enjoy the atmosphere, within Call Centers as well as the opportunity forcontinuous training and development and growth.My attributes include: Strong Communication and interpersonal skills. Telesales/Customer Service/Technical Support experience. Problem solving and troubleshooting skills. Extensive employment in Service, Sales sectors. The ability to multi task and work in a fast paced, high stress environment. Strong computer skills. Post Secondary Education. The ability to work in team and independent environments. A goal oriented individual. Supervising small teams. Volunteer in youth groups and senior homes. Human Relations.It is my sincere hope that I will the opportunity to discuss my qualifications and experience withyou further. 47. Attn.: Human Resources Dept.Dear Sir/Madam,I am applying for an employment position with your reputable company.I seek an opportunity to such as this for a variety of reasons. Primarily, because I possess anextensive service/sales/technical support background within a variety of industries includingCall Centers. I also thoroughly enjoy providing service and support to customers over thephone. I also enjoy the atmosphere, within Call Centers as well as the opportunity forcontinuous training and development and growth.My attributes include: Strong Communication and interpersonal skills. Telesales/Customer Service/Technical Support experience. Problem solving and troubleshooting skills. Extensive employment in Service, Sales sectors. The ability to multi task and work in a fast paced, high stress environment. Strong computer skills. Post Secondary Education. The ability to work in team and independent environments. A goal oriented individual. Supervising small teams. Volunteer in youth groups and senior homes. Human Relations.It is my sincere hope that I will the opportunity to discuss my qualifications and experience withyou further. 48. Attn.: Human Resources Dept.Dear Sir/Madam,I am applying for an employment position with your reputable company.I seek an opportunity to such as this for a variety of reasons. Primarily, because I possess anextensive service/sales/technical support background within a variety of industries includingCall Centers. I also thoroughly enjoy providing service and support to customers over thephone. I also enjoy the atmosphere, within Call Centers as well as the opportunity forcontinuous training and development and growth.My attributes include: Strong Communication and interpersonal skills. Telesales/Customer Service/Technical Support experience. Problem solving and troubleshooting skills. Extensive employment in Service, Sales sectors. The ability to multi task and work in a fast paced, high stress environment. Strong computer skills. Post Secondary Education. The ability to work in team and independent environments. A goal oriented individual. Supervising small teams. Volunteer in youth groups and senior homes. Human Relations.It is my sincere hope that I will the opportunity to discuss my qualifications and experience withyou further. 49. SUMMARY OF QUALIFICATIONS: Highly organized individual Excellent oral & written communication skills Dedicated and focused; able to prioritize and complete multiple tasks and followthrough to achieve project goals in a deadline oriented environment An independent and self-motivated professional who is able to grow positiverelationships with clients and employees at all organizational levels Extensive computer knowledge. Microsoft Office products, Salesforce.comCRM Accurate keyboarding skills of 40 wpm Exceptional Technical Support skills Ability to demonstrate sound judgment regarding confidential and sensitive mattersPROFESSIONAL EXPERIENCE:Bean Services Inc.Client Support Consultant & Implementation ManagerMay 2010 April 2011 Provided support for existing and new clients Trained new clients on how to use the Accounts Payable software (Saas). Ongoingmanagement of new clients after initial training Developed training material and support tools for new customers to learn to use thesoftware Managed the implementation of the software with new customers including gettingthem setup and managing integrations with their accounting systems Worked with programmer on a daily basis testing bugs and new features for thesoftware Worked with programmer on resolving technical customer support issues Provided support via email, web, phone and travel to customer sites 50. SUMMARY OF QUALIFICATIONS: Highly organized individual Excellent oral & written communication skills Dedicated and focused; able to prioritize and complete multiple tasks and followthrough to achieve project goals in a deadline oriented environment An independent and self-motivated professional who is able to grow positiverelationships with clients and employees at all organizational levels Extensive computer knowledge. Microsoft Office products, Salesforce.comCRM Accurate keyboarding skills of 40 wpm Exceptional Technical Support skills Ability to demonstrate sound judgment regarding confidential and sensitive mattersPROFESSIONAL EXPERIENCE:Bean Services Inc.Client Support Consultant & Implementation ManagerMay 2010 April 2011 Provided support for existing and new clients Trained new clients on how to use the Accounts Payable software (Saas). Ongoingmanagement of new clients after initial training Developed training material and support tools for new customers to learn to use thesoftware Managed the implementation of the software with new customers including gettingthem setup and managing integrations with their accounting systems Worked with programmer on a daily basis testing bugs and new features for thesoftware Worked with programmer on resolving technical customer support issues Provided support via email, web, phone and travel to customer sites 51. RESUMESTELL YOUNOTHING 52. LEGIT AMAZING 53. AWESOME EMPLOYEE 54. SHE DID 55. (embarrassing) 56. DO WHAT DOESNTSCALE 57. (we killed at doing what doesnt scale) 58. (we killed at doing what doesnt scale)(still do) 59. how do youscalewhat doesnt scale? 60. peopletoolspurposevisionmotivationempowerment 61. DONT BE TOOL CRAZY 62. FOCUS ON YOURPROBLEMS 63. our problem wascommunication 64. we needed a communicationtool to get the right message tothe right customers 65. huzzah! 66. we were able to automate ouronboarding process 67. DEMOS FOR EVERYONE 68. 10% lift in return visits 69. 16% lift to publishing pages 70. this email became a gold mineof feedback, testimonials andcase studies 71. so we set up surveys at1 month, 6 months, and atevery support interaction 72. these survey results are emailedto every person in customersuccess and product 73. theyve validated the need formore templates, responsive,training videos andeducational content 74. #killlingit 75. (hummus is my new polo) 76. how do you feel aboutbeing calledcustomer successjust to make you feelbetter about beingcustomer support? 77. we needed tocreate a mandatefor customer success 78. peopletoolspurposevisionmotivationempowerment 79. start with yourcustomers 80. build acustomer lifecyclethat maps your customerjourney 81. THERE IT IS 82. MY TEAMWAS DISENGAGED 83. how do youmotivateyour teams? 84. your team needsa road map 85. peopletoolspurposevisionmotivationempowerment 86. http://www.useronboard.com/features-vs-benefits/ 87. reactive team proactive team content team(support) (engagement) (academy) 88. product supporttechnical supportreactive team proactive team content team(support) (engagement) (academy) 89. product supporttechnical supportproduct educationonboardingengagementreactive team proactive team content team(support) (engagement) (academy) 90. product supporttechnical supportproduct educationonboardingengagementcommunicationsvideo productioncommunityecoursesworkshopsdocumentationreactive team proactive team content team(support) (engagement) (academy) 91. ITS ALL ABOUTCOMMUNICATION 92. you need tolisten and give feedback 93. peopletoolspurposevisionmotivationempowerment 94. THEYRE FAMILY 95. 12questions to predictemployee engagement(answer yes or no) 96. 1I know whats expectedof me at work 97. 2I have the materials andequipment I need to domy work right 98. 3I have the opportunity todo what I do besteveryday 99. 4in the last 7 days, I havereceived recognition orpraise for doing good work 100. 5my supervisor, or someoneat work, seems to careabout me as a person 101. 6there is someone at workwho encourages mydevelopment 102. 7at work,my opinions seemto count 103. 8the mission of myorganization makes me feellike my job is important 104. 9my colleagues arecommitted to doingquality work 105. 10I have abest friend at work 106. 11in the last 6 months,someone has talked to meabout my progress 107. 12this past year, I have hadopportunities tolearn and grow 108. people need thetools to do theirworkpeople need toknow whatsexpected of them 109. WE SAW A LOTOF OPPORTUNITIESTO IMPROVE 110. NO POLOWE SAW A LOTOF OPPORTUNITIESTO IMPROVE 111. VIDEO 112. VIDEOANALYTICS 113. PRODUCTMARKETINGVIDEOANALYTICS 114. COMMUNITYPRODUCTMARKETINGVIDEOANALYTICS 115. COMMUNITYPRODUCTMARKETINGVIDEOANALYTICSCASE STUDIES 116. WHERE SHOULDTHESE ROLES LIVE?where shouldthe roles live? 117. it doesnt matter 118. JUST GETSHIT DONE 119. peopletoolspurposevisionmotivationempowerment 120. product QA engineeringcustomer successevents creative 121. customer successhas become an incubator 122. we plan to onboard all new hiresthrough customer success 123. peopletoolspurposevisionmotivationempowerment 124. 76net promoter score 125. remember 126. customer successisnt just aboutcustomer service 127. its about buildinga team thatscustomer centric