Plan For Success

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My SWOT and Customer Success Plan by Investing in Employees

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Plan For Success

  1. 1. Plan for Success – Intro Manager Sandra Vinson
  2. 2. My Vision and Core Values <ul><li>Vision: </li></ul><ul><ul><li>Striving for Excellence in Serving our Customers </li></ul></ul><ul><li>Core Values: </li></ul><ul><ul><li>Integrity </li></ul></ul><ul><ul><li>Accountability </li></ul></ul><ul><ul><li>Drive </li></ul></ul><ul><ul><li>Positivity </li></ul></ul><ul><ul><li>Teamwork </li></ul></ul><ul><ul><li>Having fun while working hard </li></ul></ul>
  3. 3. My Management Styles <ul><li>Coach </li></ul><ul><ul><li>Consultative Manager but is slightly different as a Coach invests time into the players with the needed tools and resources for success. </li></ul></ul><ul><ul><li>There is a game plan that is needed and agreed upon for individual success that fits into the overall picture of the department. </li></ul></ul><ul><ul><li>The coach motivates, challenges, and leverages the strengths of the team members for success. </li></ul></ul><ul><ul><li>The coach also values the players of the team and encourages feedback and active participation for the betterment of the team. </li></ul></ul>
  4. 4. My Vision Process Flow Investment Steps Champion Customer Service Excellent Results <ul><li>Better Implementations </li></ul><ul><li>Better Consultative Approaches to Customers </li></ul><ul><li>Working Efficiently on the Right Things </li></ul><ul><li>Changing with our Customers Needs </li></ul><ul><li>Higher Adoption Rates </li></ul><ul><li>Higher Up-Sell Discoveries </li></ul><ul><li>Higher Retention Numbers </li></ul><ul><li>**Higher Customer Survey Results** </li></ul><ul><li>Proper Tools and Systems </li></ul><ul><li>Trainings and Refreshers </li></ul><ul><li>Best Practice Tips </li></ul><ul><li>Team Involvement for Success </li></ul><ul><li>Open Communication </li></ul>
  5. 5. Strengths <ul><ul><li>Energetic and enthusiastic. </li></ul></ul><ul><ul><li>Strong willingness to learn with a “can do” attitude. </li></ul></ul><ul><ul><li>Team player. </li></ul></ul><ul><ul><li>Go getter who has a strong drive for competitive results. </li></ul></ul><ul><ul><li>Consistently go above and beyond on activities. </li></ul></ul><ul><ul><li>ALWAYS willing to help the team with all areas of the role. </li></ul></ul><ul><ul><li>Very personable with customers and this results in your customers trusting you. </li></ul></ul><ul><ul><li>Great time management and organizational skills. </li></ul></ul><ul><ul><li>Well liked/respected by the team. </li></ul></ul><ul><ul><li>Empowered employee. </li></ul></ul>
  6. 6. Areas of Opportunities <ul><li>Continue to achieve excellence </li></ul><ul><li>Continue to invest time in learning all services, upgrades </li></ul><ul><li>Continue to deliver servant leadership behaviors </li></ul><ul><li>Begin to learn all areas of management reporting, measurements, vitals </li></ul><ul><li>Understanding the newly created New Hire Training for CSMs </li></ul><ul><li>From previous experience, to always be aware that perceptions of what I say or do can be out of context from peers. </li></ul>
  7. 7. Accomplishments – Lead Generation <ul><li>Up-sell Campaign </li></ul><ul><ul><li>Dr. Intro </li></ul></ul><ul><li>Up-sell Tips </li></ul><ul><ul><li>Signal Words, Expansion Questions </li></ul></ul><ul><li>Up-sell Connect Space (Resource for internal team for all documents and success stories for all to share) </li></ul><ul><li>TSP report email </li></ul><ul><li>Did you know … templates shared with the team for product knowledge to customers </li></ul>
  8. 8. Accomplishments – Retention <ul><li>Escalation Checklist </li></ul><ul><ul><li>A checklist of tasks each CSM should try to uncover on their own and research BEFORE escalating an email to Raelene (See Portfolio for Copy). In it, the CSM must come to the table with their own ideas of Solutions to serve as critical thinking, role development, and empowerment </li></ul></ul><ul><ul><li>Idea was delivered to Raelene Q1 2008 and was implemented to the team </li></ul></ul><ul><li>“Big” CSM Beta </li></ul><ul><ul><li>Buddy with a team mate and review any Jeopardy or PC accounts </li></ul></ul><ul><ul><li>Team together with a team mate on an escalation meeting </li></ul></ul><ul><ul><li>My Beta CSM was Jerry Ahern for the above 2 </li></ul></ul><ul><ul><li>Idea was delivered to Raelene Q1 2008 and was being fine tuned </li></ul></ul><ul><li>Continued Peer to Peer coaching </li></ul>
  9. 9. Accomplishments - Adoption <ul><li>Custom Orientations </li></ul><ul><ul><li>Created Orientations by service </li></ul></ul><ul><ul><li>Created Orientations by role type </li></ul></ul><ul><ul><li>Shared this with team to use (Missie, Maddy, Emily…) </li></ul></ul><ul><li>Job Aids for Customers on FAQ </li></ul><ul><ul><li>Developed several job aids for team </li></ul></ul><ul><ul><li>Motivated other CSMs to share the same (Missie) </li></ul></ul><ul><li>Power User Campaign </li></ul><ul><ul><li>Designed and shared my Power User Campaign ideas with team </li></ul></ul><ul><ul><li>Team adopted and customized their own </li></ul></ul><ul><li>Large MRR/Full EE Best Practices </li></ul><ul><ul><li>Shared tips and tricks for large MRR and high maintenance customers </li></ul></ul><ul><ul><li>Weekly status meetings, Orientation Series, Market First Training plans </li></ul></ul>
  10. 10. Accomplishments – Teambuilding <ul><li>Pac-West – Client Services Group </li></ul><ul><ul><li>Created new hire training plan and documentation </li></ul></ul><ul><ul><li>Developed with the team their metrics and delivered to upper management for approval – accepted </li></ul></ul><ul><ul><li>Provided ongoing support to the team during and after my promotion </li></ul></ul><ul><ul><li>Assisted in escalation calls on behalf of manager </li></ul></ul><ul><ul><li>Created CSR MVP monthly awards </li></ul></ul><ul><li>University of Phoenix </li></ul><ul><ul><li>Lead 90% of team projects </li></ul></ul><ul><ul><li>Involved team in discussion and delegated assignments for completion </li></ul></ul><ul><ul><li>Met weekly with team and individuals for support </li></ul></ul><ul><ul><li>Presented and delivered projects as team </li></ul></ul><ul><li>WebEx – Interview </li></ul><ul><ul><li>Was included in the interview process for 3 potential candidates </li></ul></ul><ul><ul><li>Offered feedback and insight </li></ul></ul>
  11. 11. Accomplishments – Interdepartmental <ul><li>Consulting </li></ul><ul><ul><li>Created Consulting and CSM roles job aid </li></ul></ul><ul><ul><li>Meet with Consulting team mates to further enhance the job aid </li></ul></ul><ul><ul><li>Shared with the team </li></ul></ul><ul><li>Training </li></ul><ul><ul><li>Worked with Training and obtained Training Department guide on how to schedule training </li></ul></ul><ul><ul><li>Shared with team </li></ul></ul><ul><li>Knowledgebase </li></ul><ul><ul><li>Advocate for KB use. </li></ul></ul><ul><ul><li>Motivate all to “Feed the KB” </li></ul></ul><ul><li>Connect </li></ul><ul><ul><li>Encouraged Dennis team to participate with even 1 customer to assist the beta effort </li></ul></ul><ul><ul><li>Of those that submitted, Dennis team was about ½ of the CSMs who did </li></ul></ul>
  12. 12. 90 Day Transition Plan <ul><li>First 30 – Get to know the team and individuals and mutually agree upon objectives. </li></ul><ul><ul><li>Meet with team – Introduction (Trust, Get to Know Me and My Vision) </li></ul></ul><ul><ul><li>Meet with individuals one on one – Feedback sessions </li></ul></ul><ul><ul><li>Meet with team to discuss feedback and set expectations </li></ul></ul><ul><ul><li>Develop/maintain current objectives individually and express expectations </li></ul></ul>
  13. 13. 90 Day Transition Plan (cont) <ul><li>Next 30 – Cover the basics </li></ul><ul><ul><li>Weekly team meetings to offer best practices on core job requirements in a collaborative setting to allow people to voice their strengths, share with team, and offer a learning environment. </li></ul></ul><ul><ul><ul><li>Implementation </li></ul></ul></ul><ul><ul><ul><li>Adoption </li></ul></ul></ul><ul><ul><ul><li>Retention </li></ul></ul></ul><ul><ul><ul><li>Lead Generation </li></ul></ul></ul><ul><ul><li>Weekly one on one meetings to identify areas of opportunity for coaching, direction, motivation, or challenges to meet the objectives agreed upon. </li></ul></ul><ul><ul><ul><li>Product Training </li></ul></ul></ul><ul><ul><ul><li>Specialization </li></ul></ul></ul><ul><ul><ul><li>Vital Projects </li></ul></ul></ul><ul><ul><ul><li>Project Leads </li></ul></ul></ul><ul><ul><li>Document on plans and meetings for progressive stats and reporting </li></ul></ul>
  14. 14. 90 Day Transition Plan (cont) <ul><li>Next 30– Measure your efforts </li></ul><ul><ul><li>Team Stats </li></ul></ul><ul><ul><ul><li>Share with team how well we are doing based on what we have learned </li></ul></ul></ul><ul><ul><ul><li>Share with team areas of focus and brainstorm ideas </li></ul></ul></ul><ul><ul><ul><li>Continue weekly team meetings to continue to evolve and grow </li></ul></ul></ul><ul><ul><li>Individual Stats </li></ul></ul><ul><ul><ul><li>Share with individual their progress </li></ul></ul></ul><ul><ul><ul><li>Share with individual areas of opportunity </li></ul></ul></ul><ul><ul><ul><li>Determine if new approaches are needed for success based on set objectives </li></ul></ul></ul><ul><ul><li>Revisit and revise objectives to measure </li></ul></ul>
  15. 15. On Going Objectives - Motivation <ul><li>Not all people are motivated the same so this will be discovered within the first 30-90 days </li></ul><ul><li>Recognition </li></ul><ul><ul><li>Highlight accomplishments, kudos from customers, kudos from peers, highest adoption increase, highest retention, highest lead generation </li></ul></ul><ul><li>Pop Quiz Challenges </li></ul><ul><ul><li>Challenge team to stay up to date with versions, services, updates, limitations… </li></ul></ul><ul><ul><li>Earn prizes while being able to strut their stuff </li></ul></ul><ul><li>Empowerment and Career Development </li></ul><ul><ul><li>Challenge members to think out of the box on situations </li></ul></ul><ul><ul><li>Get them involved with cross functional projects </li></ul></ul><ul><ul><li>Allow them to create and implement new ideas </li></ul></ul><ul><ul><li>Encourage collaboration and resourcing </li></ul></ul><ul><ul><li>Serve my team for success! </li></ul></ul>
  16. 16. Summary of What You Win with Me! <ul><li>A manager that strives for Excellence </li></ul><ul><li>A natural born leader-skills that cannot be trained </li></ul><ul><li>A manager passionate about Intro </li></ul><ul><li>A manager that is not only interested in their personal success but the success of the entire team </li></ul><ul><li>A manager that is willing to accept challenges </li></ul><ul><li>A manager that takes pride in what they do </li></ul><ul><li>A manager who wants feedback good or bad for continued improvement </li></ul><ul><li>A manager with integrity, drive, accountability and enthusiasm </li></ul><ul><li>A manager that has walked in the shoes of an Intro CSM </li></ul><ul><li>A manager with a proven track record for being a top performer </li></ul><ul><li>A manager worth investing the time in for continued Coaching for improvement long term </li></ul>
  17. 17. <ul><li>Time for Questions </li></ul>

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