How to Hire, Onboard, and Set your Customer Success Team up for Success
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From Customer Success Summit 2017 - Maranda Dziekonski, Vice President, Customer Operations at HelloSign, discusses "How to Hire, Onboard, and Set Your Customer Success Team". Learn more about Customer Success Summit: http://customersuccesssummit.com Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success. Learn more at www.totango.com.
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How to Hire, Onboard, and Set your Customer Success Team up for Success
- 1. PRODUCED BY How to Hire, Onboard, and Set Your Customer Success Team Up for 'Success’
- 2. PRODUCED BYPRODUCED BY Who am I? <0.1% Unassigned = Customer Success It’s in my DNA
- 3. PRODUCED BYPRODUCED BY Actually, this is who I am... • Mom, wife, and fur mom • Amazing 80’s/90’s rapper (Regulate, Ice Ice Baby) • Former Roller Derby Girl, Avid Hiker • Vice President, Customer Operations at HelloSign • Mentor at GrowthX, Everwise, Impact USA
- 4. PRODUCED BYPRODUCED BY Quick Poll • Interviewing for that proactive CSM • A simple approach to onboarding • A recipe for organizational success • How many of you have hired or will hire a CSM? • Has anyone here hired the wrong CSM? • What about setting them up for success within your team?
- 5. PRODUCED BYPRODUCED BY Once upon a time….. • A customer broke up with you! • It sucked. • How could you have prevented this? • How could you have seen this coming? • How can you make sure it doesn’t happen again?
- 6. PRODUCED BYPRODUCED BY Then you decided….. We need Customer Success!
- 7. PRODUCED BYPRODUCED BY But where do you start? 1. Determine your price of admission a. Minimum Skills, b. Phone Conversation, c. Writing Sample, d. Can bake brownies 2. Round 1, Face to Face Activities 3. Final Rounds/Presentations
- 8. PRODUCED BYPRODUCED BY Face to Face • Activity 1 • Customer lifecycle mapping • Activity 2 • What data points would you need to diagnose the health of our customers? • Activity 3 • Who will you contact first?
- 9. PRODUCED BYPRODUCED BY Welcome Back! Presentation Time! • Have the candidate do a presentation of a mock customer onboarding • Have multiple key partners attend • Provide a feedback session at the end
- 10. PRODUCED BYPRODUCED BY Now we must onboard you!
- 11. PRODUCED BYPRODUCED BY A Simple Approach To Onboarding Three simple steps to successful onboarding: • Step 1: Success Brain Dump • Step 2: Create your timeline • Step 3: Double Back to Your Plan and Stress Test It
- 12. PRODUCED BYPRODUCED BY Success brain dump • Define what success looks like in this role on Day 1 • Understand what knowledge they will need to master in order to achieve this success • Start developing key relationships early • Be deliberate in defining when they should start talking to customers
- 13. PRODUCED BYPRODUCED BY Create your timeline for onboarding • Week 1 Theme: Who are you? Who are we? What does it all mean? • Week 2 Theme: Support, Partners, and Product, Oh My! • Week 3 Theme: Building upon that strong foundation! • Week 4….
- 14. PRODUCED BYPRODUCED BY Double back to your plan and stress test it • Do you have a customer communication strategy? • What ongoing meetings will your CSM need to partake in? • How do you measure customer sentiment? • Goals! • Measure everything
- 15. PRODUCED BYPRODUCED BY A recipe for organizationalsuccess Ingredient 1: Strong relationships with key stakeholders Ingredient 2: Strong Alignment Ingredient 3: Immediate wins Season to taste
- 16. PRODUCED BYPRODUCED BY Ingredient 1: Strong relationships with key stakeholders • Identify your key stakeholders and start building those relationships immediately! • Typical CSM Stakeholders are: • Sales • Product • Marketing • Support
- 17. PRODUCED BYPRODUCED BY Ingredient 2: StrongAlignment • Have a strong alignment with your stakeholders on what your CSM will deliver (and not deliver). • Identify what goals your CSM will own and where the overlap may lie. • Set up expectations early and often on what will be delivered and what will be needed
- 18. PRODUCED BYPRODUCED BY Ingredient 3: Immediate and visible wins • Help your CSM build quick rapport with your organization. • Facilitate activities that will result in immediate and visible wins • Do you have a company-wide meeting? • Do you have a company-wide newsletter? • Do you have sales meetings?
- 19. PRODUCED BYPRODUCED BY Before your next CSM hire, do these 3 activities 1. Look at your hiring model. Are you really testing for the proactivity needed? 2. Construct your onboarding model to include success milestones. Never have your new hire flying blind! 3. Be deliberate in setting up your CSM’s for success within your organization. Immediate and visible wins build quick rapport.
- 21. PRODUCED BY Q&A