27 min
226: Unlocking Success: Conversations with Barry Klein on Cultural Alignment, Recruitment, and Customer Service Delivery with Barry Klein Navigating the Customer Experience
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- Entrepreneurship
Barry Klein is Vice president of Success and Enablement at Austin-Based Talroo, the data driven job and hiring event advertising platform that helps businesses reach the candidates they need to build their essential workforce. Barry provides leadership to Talroo’s team of Customer Success Analysts who have both revenue and customer service responsibilities for multiple verticals.
Passionate about establishing “customers” as “partners”, he focuses on long-term relationships, lifetime value and establishing raving fans. With more than 30 years of experience in customer-facing and executive roles, including Vice President of Sales Engineering for Vignette Corp, Barry also spent several years running his own small business and consultancy. Barry holds a BS in Computer Science from Rensselaer Polytechnic Institute.
Questions
· We always like to hear from our guests in their own words, how did you get from where you were to where you are today?
· Can you share with our listeners a little bit about why you believe recruitment is so important as it relates to customer service delivery?
· In terms of how do we hire well and focus on cultural alignment? And I imagine this begins in the interview process. What are three main things that you believe if you're tasked with that responsibility for an organization, where would you put your focus, maybe three top areas that you put your focus on if we're trying to get cultural alignment?
· Now, could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business?
· Could you also share with our listeners maybe one or two books that you've read, it could be a book that you read recently, or one that you read a very long time ago, but it has had a great impact on you.
· Can you share with us also, what's one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
· Where can listeners find you online?
· Before we wrap our episodes up, we always like to ask our guests do you have a quote or a saying that during times of adversity or challenge you will tend to revert to this quote if for any reason you got derailed or there was an obstacle or hurdle that was presented to you and it caused you to not be on track but when you thought of that quote or when you recited that quote, it kind of got you back on track. Do you have one of those?
Highlights
Barry’s Journey
Me: Now, we always like to give our guests an opportunity to share in their own words a little bit about their journey. So, I know we read your bio that gives us formally how it is that you got to where you are today, but we always like to hear from our guests in their own words, how did you get from where you were to where you are today?
Barry stated that he appreciates Yanique asking and thanked her for mentioning his alma mater, RPI. As he said, he was a Computer Science Major and he was in college in the late 80s. So, the world of programming was very different than it would be today. But he wrote a lot of codes, in fact, when he went to his parent’s house years after he graduated, and he saw the Dot Matrix Paper printouts of the code he had written, he was like, who wrote this, he couldn't in a million years, he couldn't have recreated that code.
But by the time he graduated college, he knew that while he enjoyed coding very much, and it was why he went to get a computer science degree, he done enough. And what he became intrigued about was the intersection of the technology and people.
And his first roles out of college were not really tech support per se but sort of high-end engineering support for customers who are developing with their platform and that led him closer to customers.
And what he found he really enjoy and what he imagines he’s best that if he has to choose his be
Barry Klein is Vice president of Success and Enablement at Austin-Based Talroo, the data driven job and hiring event advertising platform that helps businesses reach the candidates they need to build their essential workforce. Barry provides leadership to Talroo’s team of Customer Success Analysts who have both revenue and customer service responsibilities for multiple verticals.
Passionate about establishing “customers” as “partners”, he focuses on long-term relationships, lifetime value and establishing raving fans. With more than 30 years of experience in customer-facing and executive roles, including Vice President of Sales Engineering for Vignette Corp, Barry also spent several years running his own small business and consultancy. Barry holds a BS in Computer Science from Rensselaer Polytechnic Institute.
Questions
· We always like to hear from our guests in their own words, how did you get from where you were to where you are today?
· Can you share with our listeners a little bit about why you believe recruitment is so important as it relates to customer service delivery?
· In terms of how do we hire well and focus on cultural alignment? And I imagine this begins in the interview process. What are three main things that you believe if you're tasked with that responsibility for an organization, where would you put your focus, maybe three top areas that you put your focus on if we're trying to get cultural alignment?
· Now, could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business?
· Could you also share with our listeners maybe one or two books that you've read, it could be a book that you read recently, or one that you read a very long time ago, but it has had a great impact on you.
· Can you share with us also, what's one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
· Where can listeners find you online?
· Before we wrap our episodes up, we always like to ask our guests do you have a quote or a saying that during times of adversity or challenge you will tend to revert to this quote if for any reason you got derailed or there was an obstacle or hurdle that was presented to you and it caused you to not be on track but when you thought of that quote or when you recited that quote, it kind of got you back on track. Do you have one of those?
Highlights
Barry’s Journey
Me: Now, we always like to give our guests an opportunity to share in their own words a little bit about their journey. So, I know we read your bio that gives us formally how it is that you got to where you are today, but we always like to hear from our guests in their own words, how did you get from where you were to where you are today?
Barry stated that he appreciates Yanique asking and thanked her for mentioning his alma mater, RPI. As he said, he was a Computer Science Major and he was in college in the late 80s. So, the world of programming was very different than it would be today. But he wrote a lot of codes, in fact, when he went to his parent’s house years after he graduated, and he saw the Dot Matrix Paper printouts of the code he had written, he was like, who wrote this, he couldn't in a million years, he couldn't have recreated that code.
But by the time he graduated college, he knew that while he enjoyed coding very much, and it was why he went to get a computer science degree, he done enough. And what he became intrigued about was the intersection of the technology and people.
And his first roles out of college were not really tech support per se but sort of high-end engineering support for customers who are developing with their platform and that led him closer to customers.
And what he found he really enjoy and what he imagines he’s best that if he has to choose his be
27 min