Customer Bliss

JULY 26, 2018

When first starting in your new #CX leadership position, form supportive partnerships. Around the 2-year mark, after William spent more time working together with his team and agency partners, they started to flesh out agency roadmaps to clarify roles and communication processes. CX #CustExp Click To Tweet. About William Chumley.

Government 111

Government Chief Customer Officer Roadmap Document 111

ClientSuccess

JUNE 1, 2022

Unfortunately, while these are all not directly related to customer success or customer relationship management, the CSM is on the front lines of these relationships and is often looked to as the leader in all things customer churn. How to prevent customer churn.

Roadmap 52

Roadmap Webinar Customer Relationships Customer Relationship Management 52

ChurnZero

DECEMBER 21, 2023

However, the process never stops, so when there’s a customer need that you don’t get to the first time around, come back around and prioritize it the second time. Maybe, just as our product teams create a roadmap of future product features, we should have a similar roadmap of improvements to our customer experience.

Sales 52

Sales Customer Success Webinar Tourism 52

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). If you aren’t getting their feedback, you are sticking your head in the sand. How to get started?

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

Gainsight

DECEMBER 12, 2022

Implementing that plan with an at-risk customer is the battle to keep/win the customer. In today’s complex operating environment, the risk to a customer relationship is a composite of multiple occurrences (leadership change, non-responsive customer, etc.) Designing a Risk Management Process .

Leadership 52

Leadership Roadmap Customer Success Download 52

SmartKarrot

DECEMBER 13, 2022

Role: Head of Customer Success Location: New York, United States (On-site) Organization: J2 Health As a Head of Customer Success, you will manage customer relationships from onboarding, through implementation, launch, and renewal, with a willingness to dive into customer problems, big and small.

Customer Success 19

Customer Success Roadmap Leadership Government 19

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Gainsight

AUGUST 31, 2020

Gainsight has helped ServiceChannel further enrich their customer relationships and improve their CS motion. Their commitment to understanding the real voice of the customer is reflected in ServiceChannel’s position as a category leader and their most recent survey results. .

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

SmartKarrot

JANUARY 21, 2022

Work closely with product leadership to help deliver roadmap feature requests across the entire customer base. Enable the customer success team to have the proper marketing and design resources necessary to build client-facing collateral and end-user training materials.

Customer Success 19

Customer Success Multi-Channel Roadmap Leadership 19

SmartKarrot

OCTOBER 11, 2022

Creating and maintaining regular project status reporting for internal stakeholders and leadership. Monitor and report out on customer usage and health, developing proactive strategies for driving continued user adoption, retention and growth. Drive and build repeatable processes in the SMB and MM book of business.

Customer Success 19

Customer Success Customer Journey Mapping Roadmap Presentation 19

SmartKarrot

NOVEMBER 7, 2022

Role: Associate Director, Customer Success Location: Greater Boston, United States (On-site) Organization: Saama As an Associate Director of Customer Success, you will drive the overall customer relationship forward and drive product penetration and consulting services revenue in customer engagements.

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

NOVEMBER 29, 2022

Establish and grow key relationships with executive sponsors and decision-makers across the full book of business. Identify and manage customer escalations to drive resolution internally with stakeholders and externally with customers. Apply here: [link] . Apply here: [link] .

Customer Success 19

Customer Success Roadmap Books Customers 19

SmartKarrot

DECEMBER 21, 2020

Role: VP of Customer Success Location: Pleasant Grove, UT, US Organization: IsoTalent As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Identify key opportunities to improve the customer journey by developing and executing on customer programs.

Customer Success 10

Customer Success Roadmap Leadership NPS 10

SmartKarrot

OCTOBER 29, 2021

Role: Director, Customer Success Location: Remote, United States Organization: Unite Us As a Director of Customer Success, you will build and maintain strong, long-lasting customer relationships with key stakeholders and executive sponsors by becoming a trusted expert in Unite Us. Apply here: [link].

Customer Success 19

Customer Success Roadmap Metrics Customers 19

SmartKarrot

AUGUST 24, 2022

Role: Director of Customer Success Location: Westborough, MA, US (Hybrid) Organization: Connectbase As a Director of Customer Success, you will ensure customers derive maximum value from the Connectbase platform and utilize it to its fullest capability.

Customer Success 19

Customer Success Roadmap Leadership Books 19

SmartKarrot

APRIL 14, 2022

Role: Vice President of Customer Success Location: Atlanta, GA, US Organization: TechBridge, Inc. As a Vice President of Customer Success, you will deliver transformational leadership across all TechBridge products, platforms, and services to ensure that current operational technology and processes serve the customer’s best interests.

Customer Success 19

Customer Success Roadmap Customers Communication 19

West Monroe

APRIL 3, 2023

Customer service: On the consumer side, utilities are enhancing their Customer Relationship Management (CRM), CIS, and Interactive Voice Response (IVR) platforms to get more comprehensive information about customers and provide higher levels of service.

Management 52

Management Government Technology Roadmap 52

SmartKarrot

NOVEMBER 26, 2020

Role: Vice President of Customer Success Location: Brooklyn, New York, US Organization: Outlier.org As a Vice President of Customer Success, you will serve as a key member of the leadership team with significant input to company-wide objectives. Understand and advocate for a client’s roadmap needs with product management.

Customer Success 10

Customer Success Roadmap Leadership Customers 10

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

inmoment

JUNE 1, 2020

The global pandemic has led to a shifted relationship between businesses and their customers. Globally, brands have grappled with how to navigate through these turbulent times and emerge with customer relationships intact. These kinds of actionable insights will inform your business roadmap and propel your brand forward.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

SmartKarrot

AUGUST 17, 2022

Build and foster relationships with all contact levels, with emphasis on value-added relationships with executive and senior leadership. Manage the customer through the lens of the customer journey achieving all milestones along the way. Proactively manage customer health and engagement to mitigate business risk.

Customer Success 19

Customer Success Seminar Roadmap Customer Centricity 19

SmartKarrot

NOVEMBER 2, 2022

Develop and maintain c-level executive relationships to expand the footprint within client hierarchy. Provide thought leadership by leveraging technical tools to understand client performance, present business cases, and consult on recommended solutions and strategy.

Customer Success 19

Customer Success Multi-Channel Social Media Roadmap 19

Amity

MAY 19, 2017

How can video marketing channel the powerful Customer relationships that your Customer Success team has worked so hard to establish? Fitbit is a company built on data, with tens of millions of customers. Why it’s so great: Customer centricity. Telegraph Media Achieves Leadership Through Digital Diversity.

Magazine 57

Magazine Roadmap Customers ROI 57

SmartKarrot

JUNE 30, 2022

Represent the voice of the customer to inform the sales process and product roadmap. Apply here: [link] Role: Director, Customer Success Location: Remote, United States Organization: ResMed As a Director of Customer Success, you will lead a team in managing customer relationships, driving customer ROI, and managing churn.

Customer Success 19

Customer Success Roadmap Metrics ROI 19

SmartKarrot

JUNE 29, 2021

Lead, develop, and grow teams of high-performing Partnership Account Managers, Strategic Account Managers, and Customer Success Managers. As part of the DocMatter leadership team, you will present department metrics and outputs to executive leadership and during company-wide meetings. Apply here: [link].

Customer Success 10

Customer Success Leadership Roadmap Metrics 10

SmartKarrot

JUNE 18, 2021

Hire, mentor, and train customer success team. Work directly with sales leadership to support customer expansion. Interact with existing customers to identify pain points, prioritize business opportunities, and productize solutions to ensure customer success. Review meetings, creating roadmaps and strategy review.

Customer Success 10

Customer Success Roadmap Leadership Webinar 10

SmartKarrot

MARCH 7, 2022

Define and develop metrics and dashboards to provide visibility and actionable insights to internal teams and leadership. Serve as the account’s advocate within Pega, managing escalations quickly and effectively and coordinating with other organizations at Pega to take action on behalf of the customer.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

JUNE 9, 2021

Assess, monitor and optimize the breadth and depth of adoption for each customer persona and use case to unlock and maximize value across your owned portfolio. Help customers develop a roadmap for comprehensive data security across the enterprise and assist them to accomplish it. Apply here: [link].

Customer Success 10

Customer Success Roadmap Customers Sales 10

SmartKarrot

NOVEMBER 30, 2023

In a recent Kaffeine & Karrots conversation, I had the pleasure of sitting down with Pragya Mishra, Head of Customer Success and Operations at Courseplay, to delve into the intricacies of account risk management. This balance prevents the team from being derailed by recurring issues, keeping the focus on long-term objectives.

Management 10

Management Document Roadmap Customer Success 10

SmartKarrot

JANUARY 5, 2021

The trust and following of over 27,000 members in the Customer Success Community on LinkedIn is just the tip of the iceberg for Mikael. He is the Executive Director at The Customer Success Association and as the Director/Analyst of Mikael Blaisdell & Associates Inc. , Peter Armaly. James Scott. as a Coach and Advisor respectively.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

SmartKarrot

JULY 6, 2022

Q 3: How does the leadership team in the organization work? A: Consider how well your leadership team and their supervisors recognize the present business challenges and can internalize client needs and propel the outcomes for which you were hired. As you design the customer journey, be sure to align with those insights.

Chief Customer Officer 10

Chief Customer Officer Roadmap Customer Success Travel 10

SmartKarrot

NOVEMBER 5, 2020

Figure out more opportunities for Innovaccer to grow relationships with customers which aligns with customer’s success. Handle customer escalations and ensure appropriate actions are taken to address customer concerns. Monitor at-risk customer behaviour and carry out activities to retain them.

Customer Success 10

Customer Success Roadmap Customers Sales 10

SmartKarrot

APRIL 27, 2021

Consistently monitor the performance of assigned accounts, tracking progress to goals, and proactively taking action via roadmap creation and execution. Provide critical leadership and operational responsibility for delivering on customer expectations, commitments, and contractual maintenance commitments.

Customer Success 10

Customer Success Net Promoter Score Roadmap Customer Retention 10

SmartKarrot

JANUARY 13, 2021

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. Grow revenue via prospecting, qualifying, selling, and closing from existing enterprise client accounts.

Customer Success 10

Customer Success Document Metrics Consulting 10

Gainsight

DECEMBER 6, 2022

Our CEO, Nick Mehta has an entire blog post on how he meets 500+ customers every year and why it matters. The short answer is that Customer Success (CS) CS leaders and their teams need to understand that EBRs are opportunities to improve the trajectory of a customer relationship and grow your business over time.

Presentation 52

Presentation ROI Leadership Roadmap 52

SmartKarrot

MAY 27, 2020

Right from soft skills to data and from relationships to distribution, here are the finest 5 account manager training online resources which will take your accounting skills to new heights. Be it entrepreneurial tips, creativity, or leadership skills, these training courses are going to take care of every minute thing. .

Management 10

Management Customer Relationships Customer Success Customer Retention 10

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98