Customer Success Talks Real Challenges, Experts Advice

In this episode of Customer Success Talks, we delve into the essentials of Customer Success (CS) with two amazing guests, Erica Scully and Jean Pierre Frost (JP). This discussion is perfect for those new to the field or looking to deepen their understanding of what CS entails.

Key takeaways:

- Understanding Customer Success: We define what Customer Success truly involves and the varied responsibilities depending on the organization.

- Core Responsibilities: Learn about the foundational duties of a Customer Success Manager (CSM), from onboarding through to renewal, and how these might differ across companies.

- Essential Skills for Success: Discover the critical skills every CSM should cultivate, including effective communication, organization, documentation, and problem-solving.

Whether you're a seasoned professional or just starting out, this episode offers valuable perspectives on making a successful transition into the world of Customer Success. Erica and Jean Pierre bring a wealth of knowledge and practical advice, making complex concepts accessible and actionable.

Connect with us on LinkedIn:

Erica Scully

Jean-Pierre Frost

Bayron Toruno


Watch the episode on Youtube
Join CS Connect

We are expanding to Latinamerica, our Spanish version, where you can learn from amazing experts in the field from Latinamerica.


Customer Success talks: Latinoamérica - Spotify & YouTube


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Dive deep into the dynamics of building meaningful personal relationships in CS with our two amazing guests, Dannah Vaughan, with her extensive experience and a successful podcast "Rebels of SaaS," and Hassan Akram, a frontline CSM with a strong background in public speaking through Toastmasters and the most passioned person I have met, bring valuable perspectives on building trust and maintaining effective communication. Join us as we explore the delicate balance between personal connections and professional boundaries.

In this episode, we explore:

- The Power of Personal Connections in CS: Explore why building beyond-business relationships with customers is critical, and how personal connections can enhance customer loyalty and trust.


- Understanding Personal vs. Professional Boundaries: Learn from Dannah and Hassan how top CSMs navigate the delicate balance of personal connections without compromising professionalism.

- Maximizing Client Interaction Time: Gain expert advice on balancing relationship-building with critical business outcomes, ensuring every minute with your client delivers mutual value.

Thank you for tuning in, and remember, the art of customer success is not just about business—it's about building meaningful connections.


- Resources

The Rebels of SaaS on Spotify & YouTube

Toast Masters Club

- Connect with us:

Hassan Akram

Dannah Vaughan
Bayron Toruno -



Head to Youtube

https://youtu.be/N_YDahMfOSI


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Join us as we delve into the art of storytelling in Customer Success Management with Christine Naidu to discover how to create memorable, effective stories that resonate with customers and align with their unique needs. We'll explore techniques to maintain authenticity while driving impactful communication, and offer practical advice on integrating storytelling into various customer success scenarios. Whether you're navigating complex product details or managing sensitive client situations, this episode is packed with insights that will elevate your narrative skills to effectively connect and engage.



Takeaways:



- Mastering Memorable Stories: Learn strategies to craft stories that are not only memorable but deeply impactful, aligning perfectly with customer needs and experiences.

- Simplifying Complex Information: Gain techniques to distill intricate product details into compelling, understandable stories.

- Bridging the Skill Gap: Discover resources and methods for enhancing storytelling skills within the Customer Success realm, ensuring every customer interaction is both engaging and effective.

- Real-World Applications: Hear about real-life scenarios where effective storytelling has transformed customer relationships and driven success.



Resources:

- Roast Master Club

- Microsoft Copilot

- ‎Gemini AI

- Coursera

- Customer Success Collective GPT

- Chip Conley’s inspiring book on redefining mid-life.

- Barbara Streisand Autobiography for International Woman’s day

- Rick DeLisi

- Practice Pecha Kucha



Connect with us:

Christine Naidu

Nav Thomas

Bayron Toruno








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In this episode of our podcast, we're thrilled to welcome Barry Klein, VP of Success and Enablement at Talroo. With an impressive career spanning over 30 years in sales, customer success, and as the founder of his own consultancy, Barry brings a wealth of knowledge, especially in leading teams within the recruitment technology sector.

Today, we delve deep into the nuances of the interview process, focusing on the critical soft skills that HR departments prioritize. Barry will share his insights on how candidates can stand out by showcasing their authenticity and confidence in high-pressure interview situations. Authenticity isn't just a buzzword; it's a differentiator that can set a candidate apart. Barry will discuss effective strategies for candidates to demonstrate their true selves during an interview.

Furthermore, we explore the importance of owning mistakes and demonstrating problem-solving skills. Barry will offer his expert advice on how candidates can communicate their ability to find solutions and learn from errors, qualities that signify resilience and a strong willingness to grow.

Lastly, we'll tackle the tricky subject of cultural alignment and soft skills. In today's job market, companies are not just looking for a skill match but also a cultural fit. Barry will guide us through the types of questions candidates should expect around cultural fit and soft skills, preparing them to answer in ways that truly reflect their compatibility with the company's values and team dynamics.

Join us for this insightful episode as Barry Klein helps us navigate the complexities of the interview process, ensuring candidates can present themselves authentically, solve problems effectively, and align with company culture.



Connect with us on LinkedIn:

Barry Klein

Bayron Toruno

Navneeth Thomas



Watch us on Youtube



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Join us in this episode of Customer Success Talks as we explore the key pieces of career ownership and navigating through change in the dynamic field of Customer Success. Marija Skobe-Pilley is a multi-talented individual who has gone from a musician to a Customer Success leader. She grew her career from a CSM to a Director of Customer Success in 4 years. Marija is the founder of Women in Customer Success, a network promoting and showcasing industry women. She’s also been named a Top 100 CS Strategist for 3 consecutive years.


In This Episode, You'll Discover:

- Marija's Unique Journey: From her early days as a musician to becoming a leader in Customer Success, learn how Marija's diverse background has shaped her approach and philosophy in the industry.
- Exploring Career Opportunities: Dive deep into the myriad of career paths available for Customer Success professionals, breaking the mold of traditional trajectories.
- Owning Your Career Path: Marija shares her expert strategies for taking control of your career, emphasizing the importance of having a clear vision, proactive learning, and transparent communication with managers.
- Adapting to Change: Understand the essentials of effectively adapting to new roles, expectations, and the evolving landscape of Customer Success, with insights into how leadership can facilitate this transition for their teams.

Marija's journey is a testament to the power of vision, adaptability, and leadership in shaping a successful career in Customer Success.


Resources:

Visit Marija’s website for more insights

Explore the power of mindset with "The Secret."

Dive into negotiation and communication skills with "Never Split the Difference."

Connect with us through LinkedIn:

Marija Skobe-Pilley

Navneeth Thomas

Bayron Toruno

You can also reach out to us through email to customersuccesstalks@gmail.com


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In Part 2 of the episode "Cracking the Code: Navigating the CS Hiring Market," Jean-Marie and Luke offer vital strategies and tips for those seeking roles in Customer Success. They tackle challenges like strategic job searching, the importance of emotional intelligence, and effective self-presentation in the job market. Additionally, they discuss navigating perceptions of overqualification and the significance of cultural adaptation.

Key Takeaways:

- Focus on strategic job search aligned with personal and professional culture.
- Cultivate emotional intelligence and empathy as key skills in Customer Success.
- Present skills and experiences effectively, targeting cultural fit and company needs.
- Address overqualification openly, offering a long-term perspective to potential employers.

Connect with us through LinkedIn:

Jean-Marie Schiraldi

Luke Bartram

Bayron Toruno

You can also find us on Youtube


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