Stop People-Pleasing, Start Outcome-Pleasing w/ Jess Szivos VP of Customer Success at Invisory

1 00:00:02,479 --> 00:00:05,519 SPEAKER_02: Let's play who's who in the zoo because you're slowly 2 00:00:05,519 --> 00:00:06,719 building your champions, right? 3 00:00:06,799 --> 00:00:08,480 Like in the oh yeah, I like so-and-so. 4 00:00:08,720 --> 00:00:09,519 Oh, she's responsive. 5 00:00:09,759 --> 00:00:11,679 Oh, she can do X, Y, and Z. 6 00:00:11,839 --> 00:00:14,240 That I feel is the biggest part. 7 00:00:14,480 --> 00:00:15,519 You just have to break it down. 8 00:00:15,919 --> 00:00:19,280 SPEAKER_00: Welcome the Customer Unsuccess, the podcast where we 9 00:00:19,280 --> 00:00:23,120 cut out the noise and talk with real leaders about their hardest 10 00:00:23,120 --> 00:00:26,239 lessons in customer success and other go-to-market motions. 11 00:00:26,399 --> 00:00:29,519 I'm your host, Joe DeGrande, and in each episode, we're gonna 12 00:00:29,519 --> 00:00:32,079 unpack real challenges from real leaders. 13 00:00:32,399 --> 00:00:35,759 Fail tech implementation, a strategy that didn't yield 14 00:00:35,840 --> 00:00:37,920 results for difficult customers. 15 00:00:38,240 --> 00:00:40,960 More importantly, we're gonna take those lessons learned and 16 00:00:40,960 --> 00:00:43,359 share them with you so that way you can avoid those same 17 00:00:43,439 --> 00:00:44,799 mistakes with your team. 18 00:00:44,960 --> 00:00:47,679 So if you're in customer success, sales, or other 19 00:00:47,679 --> 00:00:50,960 go-to-market motions, stick around to hear from the best. 20 00:00:51,119 --> 00:00:52,320 Now let's dig into it. 21 00:00:52,479 --> 00:00:55,359 On today's episode, I'm joined by Jess Devos. 22 00:00:55,439 --> 00:00:58,000 She's the VP of Customer Success at Advisory. 23 00:00:58,399 --> 00:01:00,320 She's also a coach at Proven Success. 24 00:01:00,399 --> 00:01:04,000 Jess has gone from a master's in counseling to leading enterprise 25 00:01:04,000 --> 00:01:07,040 CS, and she brought her therapist grade discovery skills 26 00:01:07,040 --> 00:01:07,280 with her. 27 00:01:07,519 --> 00:01:11,840 We dig into how she learned the hard way that a generic 3060-90 28 00:01:11,840 --> 00:01:15,519 plan won't cut it, and how to turn that plan into a customer 29 00:01:15,680 --> 00:01:18,879 co-authored blueprint tied to real KPIs and outcomes. 30 00:01:18,959 --> 00:01:20,319 I really enjoyed this conversation. 31 00:01:20,400 --> 00:01:21,439 I hope you do too. 32 00:01:21,519 --> 00:01:22,799 Now let's dive in. 33 00:01:23,439 --> 00:01:25,200 Um how are we feeling? 34 00:01:25,439 --> 00:01:26,239 Want to kick this off? 35 00:01:26,480 --> 00:01:27,439 unknown: Yeah, let's get on. 36 00:01:27,840 --> 00:01:28,640 SPEAKER_00: All right, let's do it. 37 00:01:29,359 --> 00:01:32,799 So, Jess, thanks so much for coming on the Customer Unsuccess 38 00:01:32,959 --> 00:01:33,439 podcast. 39 00:01:33,760 --> 00:01:34,560 SPEAKER_02: Thanks for having me. 40 00:01:34,640 --> 00:01:35,200 I'm stoked. 41 00:01:35,439 --> 00:01:36,400 SPEAKER_00: Yeah, no, this is great. 42 00:01:36,480 --> 00:01:39,680 Uh yeah, we've had a couple conversations, a long, long 43 00:01:39,680 --> 00:01:40,319 overdue. 44 00:01:40,400 --> 00:01:43,840 I know it's a couple of uh we're here. 45 00:01:43,920 --> 00:01:44,480 We made it. 46 00:01:44,560 --> 00:01:47,120 I know we talked probably in the summer, but like we made it now. 47 00:01:47,200 --> 00:01:50,079 If you know, when this goes live, we're recording like in 48 00:01:50,079 --> 00:01:51,760 the around the November timeline. 49 00:01:51,920 --> 00:01:54,719 But anyway, um, you know, if you're not familiar with Jess, 50 00:01:55,040 --> 00:01:58,079 she's actually the vice president of customer success at 51 00:01:58,560 --> 00:01:59,200 advisory. 52 00:01:59,519 --> 00:02:02,239 Um, so she's got also a lot of experience within customer 53 00:02:02,239 --> 00:02:02,719 success as well. 54 00:02:02,799 --> 00:02:05,840 So we're excited to talk about um the stories that you have 55 00:02:05,840 --> 00:02:06,319 lined up. 56 00:02:06,480 --> 00:02:10,400 And I know we were talking about um, and this has come up quite a 57 00:02:10,479 --> 00:02:11,280 quite a bit lately. 58 00:02:11,360 --> 00:02:14,080 Um, there's a lot of uh chatter in the CS space. 59 00:02:14,240 --> 00:02:17,680 What it's hard to get in, but also two, uh, just given, you 60 00:02:17,680 --> 00:02:20,560 know, hey, like listen, a lot of companies are bringing people 61 00:02:20,560 --> 00:02:20,639 in. 62 00:02:20,800 --> 00:02:24,639 Onboarding sometimes could be either lacking or it could just, 63 00:02:24,719 --> 00:02:28,000 you know, maybe you're just kind of going, you know, like hitting 64 00:02:28,000 --> 00:02:29,759 the ground running too quickly, right? 65 00:02:30,000 --> 00:02:32,719 So and I know we were talking about this, like, hey, we kind 66 00:02:32,719 --> 00:02:35,520 of need to figure out, you know, a process, right? 67 00:02:35,599 --> 00:02:38,639 And I think you kind of nailed that, and I've you know heard it 68 00:02:38,639 --> 00:02:40,800 before, obviously, but I'll leave it to you to kind of dive 69 00:02:40,800 --> 00:02:40,960 in. 70 00:02:41,039 --> 00:02:44,719 But I'm curious to hear the story of where you arrived to 71 00:02:44,719 --> 00:02:46,000 your own, you know, process. 72 00:02:46,080 --> 00:02:48,800 I won't lead the witness just yet, but I'll let you take over. 73 00:02:49,520 --> 00:02:49,919 SPEAKER_02: Yeah. 74 00:02:50,159 --> 00:02:54,719 So it's so interesting because this is actually a career change 75 00:02:54,719 --> 00:02:57,520 for me into customer success. 76 00:02:57,599 --> 00:03:03,120 So I have my master's degree in counseling, and I was working in 77 00:03:03,120 --> 00:03:06,319 higher education and accessibility services before I 78 00:03:06,319 --> 00:03:08,080 sort of made the shift to tech. 79 00:03:08,560 --> 00:03:12,800 And you know, when I made the shift to tech, it almost felt 80 00:03:12,800 --> 00:03:15,680 like I was I had to start school all over again. 81 00:03:16,319 --> 00:03:21,199 Um, so when I started at my company and I was, you know, it 82 00:03:21,199 --> 00:03:23,759 was a company where you do contracting work. 83 00:03:24,319 --> 00:03:28,560 So I do contracting work for a really big company, and I got 84 00:03:28,719 --> 00:03:31,199 you know put on a project, and I'm like, great. 85 00:03:31,439 --> 00:03:35,840 Like I could not tell you anything, but I could talk to 86 00:03:35,840 --> 00:03:36,479 everybody. 87 00:03:37,039 --> 00:03:40,080 So I got there and I was like, what do I do? 88 00:03:40,319 --> 00:03:44,240 And you know, a lot of the times you expect people to like tell 89 00:03:44,240 --> 00:03:47,840 you what to do in your job, like this is it. 90 00:03:48,080 --> 00:03:52,080 Well, in this particular place, it was like we have to figure it 91 00:03:52,080 --> 00:03:53,280 out, right? 92 00:03:53,840 --> 00:03:57,759 And I was like, okay, like you know, what do we want? 93 00:03:57,919 --> 00:04:01,520 And then I kept kind of hearing people, they're like, Well, what 94 00:04:01,520 --> 00:04:03,439 can you give us in 30, 60, 90? 95 00:04:04,080 --> 00:04:08,879 And I kid you not, I was like, I mean, I'm learning the word SAS 96 00:04:09,039 --> 00:04:09,439 right now. 97 00:04:09,599 --> 00:04:14,400 Like, I I don't I don't know what I can give you in like 30, 98 00:04:14,560 --> 00:04:15,520 60, 90. 99 00:04:15,919 --> 00:04:20,399 And it was, you know, something that I was hearing over and 100 00:04:20,399 --> 00:04:20,639 over. 101 00:04:20,800 --> 00:04:22,720 Like, what are the KPIs? 102 00:04:22,879 --> 00:04:24,079 What are the objectives? 103 00:04:24,240 --> 00:04:26,879 What are we gonna see out of this contract? 104 00:04:27,360 --> 00:04:32,560 And, you know, it was um what was interesting is that you can 105 00:04:32,560 --> 00:04:36,560 build a 3060-90 that fits you, right? 106 00:04:36,879 --> 00:04:37,199 SPEAKER_01: Sure. 107 00:04:37,439 --> 00:04:40,639 SPEAKER_02: And what you need to do and what you need to 108 00:04:40,639 --> 00:04:45,120 accomplish, but how does that work and meet the customers' 109 00:04:45,360 --> 00:04:47,040 goals and metrics? 110 00:04:47,839 --> 00:04:52,399 So that's where I feel like that was like my kicker, right? 111 00:04:52,560 --> 00:04:56,240 So, like I built this 306090 and I was like, this is great. 112 00:04:56,319 --> 00:04:57,199 I'm gonna use this. 113 00:04:57,360 --> 00:04:58,560 I have my blueprint, right? 114 00:04:58,639 --> 00:05:03,040 I'm moving for my next job, and I think I have it, I got it. 115 00:05:03,199 --> 00:05:05,439 I'm an enterprise customer success manager. 116 00:05:05,600 --> 00:05:07,839 I'm gonna give them my 3060 90. 117 00:05:08,000 --> 00:05:11,600 I give it to my customer, and they're like, this does nothing 118 00:05:11,600 --> 00:05:12,240 for me. 119 00:05:12,560 --> 00:05:16,480 And I like literally, you could see probably there's probably a 120 00:05:16,480 --> 00:05:20,800 video, and like the blood just rushes out of my face, and I was 121 00:05:20,800 --> 00:05:21,839 like, huh. 122 00:05:22,879 --> 00:05:27,040 Okay, and so I, you know, I was like, okay, well, and I think 123 00:05:27,040 --> 00:05:32,639 the nice part where I love about customer success is that you get 124 00:05:32,639 --> 00:05:36,959 to be like that six to eight year old again and be like, tell 125 00:05:36,959 --> 00:05:37,519 me why. 126 00:05:37,839 --> 00:05:39,279 SPEAKER_00: Yes, so true. 127 00:05:39,759 --> 00:05:40,879 Yes, exactly. 128 00:05:41,439 --> 00:05:43,920 SPEAKER_02: Like, if you were ever that kid that was like, 129 00:05:44,000 --> 00:05:44,560 well, why? 130 00:05:44,720 --> 00:05:45,360 Well, why? 131 00:05:45,600 --> 00:05:48,160 This is the job that you need to be in. 132 00:05:48,319 --> 00:05:48,639 SPEAKER_01: Yep. 133 00:05:49,120 --> 00:05:51,279 SPEAKER_02: Because you can always go and I go, well, 134 00:05:51,360 --> 00:05:54,720 listen, like we can consider this a blueprint, right? 135 00:05:55,199 --> 00:05:57,519 Of what have we completed? 136 00:05:57,759 --> 00:05:59,920 What are your goals and KPIs? 137 00:06:00,240 --> 00:06:03,279 And how can we build the 3060-90 together? 138 00:06:03,439 --> 00:06:07,120 And that was like my first successful customer, right? 139 00:06:07,600 --> 00:06:10,879 So there's like different ways I think that you can kind of look 140 00:06:10,879 --> 00:06:13,519 at onboarding and what you do. 141 00:06:13,839 --> 00:06:18,879 Ultimately, though, I think that I built the 3060-90 thinking 142 00:06:19,120 --> 00:06:22,240 this is going to work for everyone, right? 143 00:06:22,480 --> 00:06:25,199 And this is how it works, and it's not. 144 00:06:25,519 --> 00:06:26,639 SPEAKER_00: So true. 145 00:06:27,519 --> 00:06:28,160 SPEAKER_02: It's not. 146 00:06:28,399 --> 00:06:33,839 So it's like, let's uh, but then when I got back into my why 147 00:06:33,839 --> 00:06:38,000 questions and I used it as a blueprint, like this has been my 148 00:06:38,319 --> 00:06:42,959 it was like almost an aha moment in customer success that I was 149 00:06:42,959 --> 00:06:49,279 like, oh, oh, you can go back and be a kid again, like, and 150 00:06:49,279 --> 00:06:53,360 that was like the fun for me and the problem solving. 151 00:06:53,519 --> 00:06:59,279 And so I think that a lot of times you get a job, and and I 152 00:06:59,279 --> 00:07:02,959 remember this too when I started at one of my jobs, is I felt 153 00:07:02,959 --> 00:07:06,000 like I had a ton of onboarding, right? 154 00:07:07,120 --> 00:07:13,439 Listen to all these calls, read this, catch up on this, sync 155 00:07:13,439 --> 00:07:18,959 with these people, jump on these customer calls, uh, but like, 156 00:07:19,279 --> 00:07:21,519 and then it's like, okay, do you know everything? 157 00:07:21,680 --> 00:07:22,639 Great, go. 158 00:07:23,600 --> 00:07:27,360 And you're like, well, okay, like I and and people get 159 00:07:27,360 --> 00:07:30,000 nervous about it, and rightfully so, right? 160 00:07:30,160 --> 00:07:33,279 Like, I think I think it's fair for anyone to say that they 161 00:07:33,279 --> 00:07:34,319 would be nervous. 162 00:07:34,639 --> 00:07:40,319 Um, but I think when you build your own toolkit, like I like to 163 00:07:40,319 --> 00:07:43,439 call it like in my head, I like to call it the customer success 164 00:07:43,439 --> 00:07:46,959 starter kit of what I would have, right? 165 00:07:47,120 --> 00:07:53,199 And I have my checklists, I have my 30 60 90 of what we're gonna 166 00:07:53,199 --> 00:07:56,480 achieve, and I have like my main success plan. 167 00:07:56,639 --> 00:07:59,759 These are all just like my blueprints to start with a 168 00:07:59,759 --> 00:08:00,560 customer. 169 00:08:00,800 --> 00:08:04,480 Um, and I have, I won't lie, I have a blueprint of a kickoff 170 00:08:04,639 --> 00:08:04,879 deck. 171 00:08:05,040 --> 00:08:09,120 Like that is those are my I take it everywhere with me. 172 00:08:09,360 --> 00:08:11,120 Um, that's my kit. 173 00:08:11,199 --> 00:08:15,279 And I think anyone starting, like, build your own kit that 174 00:08:15,279 --> 00:08:18,720 works for you and and find your talk track. 175 00:08:19,120 --> 00:08:21,839 Because I you can listen to so many people. 176 00:08:22,000 --> 00:08:24,160 Like, I'm sure people will listen to us and they'll be 177 00:08:24,160 --> 00:08:26,800 like, I have to say it like Joe says it. 178 00:08:26,959 --> 00:08:29,199 I have to say it like Jess says it. 179 00:08:29,519 --> 00:08:30,319 No, you don't. 180 00:08:30,480 --> 00:08:33,679 I need you to say it like how you say it, right? 181 00:08:34,000 --> 00:08:34,399 So true. 182 00:08:34,480 --> 00:08:34,639 Yeah. 183 00:08:35,039 --> 00:08:36,000 What's your voice? 184 00:08:36,320 --> 00:08:42,879 Because that's that authenticity and that subject magic expert 185 00:08:42,960 --> 00:08:44,320 that everyone's looking for. 186 00:08:44,639 --> 00:08:45,600 SPEAKER_00: Yeah, 100%. 187 00:08:46,080 --> 00:08:49,279 No, I think it's um a lot of people fall in that trap of 188 00:08:49,279 --> 00:08:53,440 following a script or like a like word for word, like amongst 189 00:08:53,440 --> 00:08:56,320 their colleagues, and it's so it's so tough because it comes 190 00:08:56,320 --> 00:08:56,879 in authentic. 191 00:08:56,960 --> 00:08:59,679 And right, like at some point, you know, maybe in the beginning 192 00:08:59,759 --> 00:09:02,960 you could you use it as a as like a like a springboard, and 193 00:09:02,960 --> 00:09:05,039 then eventually you kind of get your own rhythm. 194 00:09:05,200 --> 00:09:06,639 But you're 100% right. 195 00:09:06,799 --> 00:09:10,320 Um, you have to figure out your own momentum long term. 196 00:09:10,639 --> 00:09:12,320 Um it's it's actually interesting too. 197 00:09:12,399 --> 00:09:13,519 I kind of want to jump back. 198 00:09:13,679 --> 00:09:18,159 The the why when we're talking about um, you know, as far as 199 00:09:18,159 --> 00:09:20,879 like building out like that 30, 60, 90, you know, plan with a 200 00:09:20,879 --> 00:09:21,600 customer. 201 00:09:22,159 --> 00:09:25,120 A lot of customer success managers, you know, even 202 00:09:25,120 --> 00:09:26,080 salespeople, right? 203 00:09:26,240 --> 00:09:28,559 Like, I kind of bring it back to almost like it's almost like 204 00:09:28,559 --> 00:09:29,360 pain selling, right? 205 00:09:29,440 --> 00:09:34,000 At the end of the day, keep digging further because you know 206 00:09:34,399 --> 00:09:37,440 you have that opportunity to at let the customer talk, right? 207 00:09:37,519 --> 00:09:39,679 Like you don't want to be the one talking the most in that 208 00:09:39,679 --> 00:09:40,320 conversation. 209 00:09:41,840 --> 00:09:45,440 Go and figure out, like, let them the more you prompt them to 210 00:09:45,440 --> 00:09:48,799 keep going and going, they're just gonna let out let out more 211 00:09:48,799 --> 00:09:51,440 information, which is great for you to figure out how to solve 212 00:09:51,440 --> 00:09:52,399 their problems and so on. 213 00:09:52,559 --> 00:09:56,399 SPEAKER_02: I think that why so yeah, going back and like the 214 00:09:56,399 --> 00:09:59,759 one thing I did learn, which is it's kind of cringy, but it's 215 00:09:59,840 --> 00:10:02,639 it's really worth doing is I had to do this in my in my 216 00:10:02,639 --> 00:10:05,279 counseling too, is I had to watch myself. 217 00:10:05,679 --> 00:10:10,159 And I and I learned a lot from watching for myself, and that 218 00:10:10,559 --> 00:10:15,200 you know, it people do not like awkward silent spaces, sure, 219 00:10:15,360 --> 00:10:15,600 right? 220 00:10:15,919 --> 00:10:17,679 But it's actually so good. 221 00:10:18,000 --> 00:10:18,879 Yes, right? 222 00:10:19,039 --> 00:10:19,840 It's so good. 223 00:10:20,000 --> 00:10:23,279 It allows think everybody has a different way they think and 224 00:10:23,279 --> 00:10:29,039 learn and giving that person that space to you know really be 225 00:10:29,039 --> 00:10:32,320 able to articulate what they need to say, you're just gonna 226 00:10:32,320 --> 00:10:34,399 build so much customer rapport. 227 00:10:34,720 --> 00:10:37,440 You're gonna build your influencers, your champions, 228 00:10:37,600 --> 00:10:40,240 your you like just by having that. 229 00:10:40,399 --> 00:10:44,639 And so I think you know, active listening, it it's really hard. 230 00:10:45,440 --> 00:10:48,480 Like, I I don't I think people are like, I'm a good active 231 00:10:48,480 --> 00:10:53,360 listener, but if you go back and watch yourself, look at how long 232 00:10:53,360 --> 00:10:56,639 you talk versus how much customer talks. 233 00:10:57,120 --> 00:10:57,600 SPEAKER_00: 100%. 234 00:10:58,080 --> 00:11:00,399 Yeah, it's it's unbelievable. 235 00:11:00,480 --> 00:11:03,440 And some sometimes you you take that step back, right? 236 00:11:03,600 --> 00:11:06,720 And you're like, oh yeah, I let them talk, and then you still 237 00:11:08,480 --> 00:11:09,200 chime in, right? 238 00:11:09,360 --> 00:11:13,200 SPEAKER_02: And I and I also think too is like take discovery 239 00:11:13,360 --> 00:11:14,639 like a true discovery. 240 00:11:14,799 --> 00:11:15,120 Yes. 241 00:11:15,360 --> 00:11:19,679 I used to try to take discovery to solve the problem right 242 00:11:19,679 --> 00:11:24,960 there, and I learned that that was not a good idea, right? 243 00:11:25,200 --> 00:11:29,919 Yeah it's so much better to like help me understand the why, and 244 00:11:29,919 --> 00:11:31,759 like, okay, so who does this? 245 00:11:31,840 --> 00:11:35,120 And like give me the give me the background behind this 246 00:11:35,120 --> 00:11:37,840 information, and then at the end, you know, thank you know 247 00:11:37,919 --> 00:11:38,159 what? 248 00:11:38,240 --> 00:11:39,919 Thank you for your time and sharing this. 249 00:11:40,080 --> 00:11:43,679 I really think I could take this back and let me deep dive into 250 00:11:43,679 --> 00:11:47,360 it more and pull out some resources and really show you 251 00:11:47,360 --> 00:11:50,720 how our product can help alleviate and then bringing that 252 00:11:50,720 --> 00:11:52,159 ROI value. 253 00:11:52,399 --> 00:11:57,039 Um, I think also to you know, same thing, like psych nerd, 254 00:11:57,440 --> 00:11:57,759 right? 255 00:11:58,000 --> 00:12:00,799 Uh we can only handle so much. 256 00:12:01,200 --> 00:12:02,639 SPEAKER_00: Yes, so true. 257 00:12:03,039 --> 00:12:06,799 SPEAKER_02: You don't need to have like one interaction 258 00:12:07,360 --> 00:12:10,000 doesn't solve the problem, right? 259 00:12:10,159 --> 00:12:12,559 Like you're not there to solve that problem right then, right 260 00:12:12,559 --> 00:12:12,799 there. 261 00:12:12,879 --> 00:12:15,840 And maybe you can't solve the problem, but maybe there's a 262 00:12:15,840 --> 00:12:17,600 different way to think about the problem. 263 00:12:17,759 --> 00:12:18,080 True. 264 00:12:18,320 --> 00:12:21,840 And you need the space to be able to do that. 265 00:12:22,000 --> 00:12:25,120 And by doing that, is like that's the go back. 266 00:12:25,440 --> 00:12:28,559 That's your re-watching your videos, that's the looking over 267 00:12:28,559 --> 00:12:32,960 your notes, that's doing more of that investigative work to help 268 00:12:32,960 --> 00:12:37,519 come up with ideas for challenges that your customer is 269 00:12:37,519 --> 00:12:38,159 having. 270 00:12:38,720 --> 00:12:39,279 SPEAKER_00: 100%. 271 00:12:39,919 --> 00:12:43,279 Yeah, I think um, yeah, there's a lot to learn there. 272 00:12:43,440 --> 00:12:47,039 Um, it's it's interesting too, like on the playing back. 273 00:12:47,120 --> 00:12:49,440 And I I think you mentioned something in the beginning, 274 00:12:49,759 --> 00:12:54,000 which really um it's something that when we when we talk about 275 00:12:54,000 --> 00:12:56,879 customer success, we're talking about the challenges that 276 00:12:56,879 --> 00:12:58,639 customers are experiencing. 277 00:12:58,799 --> 00:13:02,879 Um, but how you're trying to weave it into your own goals? 278 00:13:03,039 --> 00:13:04,720 I guess can we let's talk about that more, right? 279 00:13:04,799 --> 00:13:07,120 Because like you're talking about like, hey, how does you 280 00:13:07,120 --> 00:13:10,159 gave that example of the 306090, and I think the customer says, 281 00:13:10,320 --> 00:13:10,960 hey, this sucks. 282 00:13:11,120 --> 00:13:13,519 This doesn't work, this doesn't fit our business outcomes, 283 00:13:13,600 --> 00:13:13,679 right? 284 00:13:13,759 --> 00:13:14,480 And our goals. 285 00:13:14,639 --> 00:13:17,679 So I guess like, what are some things that you've done in the 286 00:13:17,679 --> 00:13:20,399 past where like like is it just is it one-to-one? 287 00:13:20,559 --> 00:13:23,200 Obviously, it sounds like a lot of it came your background or 288 00:13:23,200 --> 00:13:24,879 listen in the story was enterprise, right? 289 00:13:24,960 --> 00:13:26,879 So you're having more of those one-to-one relationships. 290 00:13:26,960 --> 00:13:29,600 But I guess like, you know, for the audience, like what are some 291 00:13:29,600 --> 00:13:32,720 strategies of how you weave those into the goals and like 292 00:13:32,799 --> 00:13:35,360 how you've done that and been successful in terms of you know, 293 00:13:35,440 --> 00:13:37,279 weaving into their business outcomes? 294 00:13:37,600 --> 00:13:38,799 SPEAKER_02: Yeah, absolutely. 295 00:13:38,960 --> 00:13:44,559 Um, so my biggest thing is I need to understand what the 296 00:13:44,559 --> 00:13:46,720 bigger problem is, right? 297 00:13:47,120 --> 00:13:47,440 Sure. 298 00:13:47,679 --> 00:13:53,200 And then um, and it's so funny, and somebody said this to me, a 299 00:13:53,200 --> 00:13:57,360 very good female mentor of mine early when I started. 300 00:13:57,440 --> 00:13:58,960 It's who's who in the zoo? 301 00:13:59,440 --> 00:14:00,399 SPEAKER_00: Uh yep. 302 00:14:00,879 --> 00:14:02,879 SPEAKER_02: And I I say that to everybody. 303 00:14:02,960 --> 00:14:06,720 I go, okay, so we're we're building this out, or this who's 304 00:14:06,720 --> 00:14:07,440 responsible what? 305 00:14:07,600 --> 00:14:11,279 Let's play who's who in the zoo and let's go by departments. 306 00:14:11,360 --> 00:14:13,120 This is what's going to work. 307 00:14:13,440 --> 00:14:16,159 And like I break it down with them. 308 00:14:16,320 --> 00:14:19,519 The biggest thing is that I'm not making the decision, I'm 309 00:14:19,519 --> 00:14:23,440 making the recommendation, and I'm doing it based off of how 310 00:14:23,440 --> 00:14:25,519 they run their business, right? 311 00:14:25,919 --> 00:14:30,480 My whole goal is to not interrupt anything, right? 312 00:14:30,639 --> 00:14:33,840 Some of the biggest things of feedback that you hear are like, 313 00:14:34,000 --> 00:14:37,600 it's too much tech or it's too much to learn, it's too much X, 314 00:14:37,759 --> 00:14:38,960 Y, and Z, right? 315 00:14:39,440 --> 00:14:41,360 My biggest thing is not to do that. 316 00:14:41,519 --> 00:14:44,720 So I want to break it up by chunks, right? 317 00:14:44,879 --> 00:14:47,840 And I need to start at the beginning and build the 318 00:14:47,840 --> 00:14:48,399 foundation. 319 00:14:48,559 --> 00:14:49,679 Who's who in the zoo? 320 00:14:49,840 --> 00:14:50,879 Who do we need to do? 321 00:14:51,120 --> 00:14:56,240 And then you slowly add in and you grow and you you bring those 322 00:14:56,240 --> 00:14:59,360 people in because you're slowly building your champions, right? 323 00:14:59,440 --> 00:15:01,279 Like in the oh yeah, I like so-and-so. 324 00:15:01,519 --> 00:15:02,799 Oh yeah, she's responsive. 325 00:15:02,960 --> 00:15:05,039 Oh yeah, she can do X, Y, and Z. 326 00:15:05,440 --> 00:15:10,879 Um that I feel is the biggest part, right? 327 00:15:11,039 --> 00:15:14,720 Of you just have to break it down, and it's hard, right? 328 00:15:14,799 --> 00:15:20,559 Like when you hear a one-year contract, you're like, for some 329 00:15:20,559 --> 00:15:24,000 reason, I feel like we all get it anxious and we need to do 330 00:15:24,000 --> 00:15:26,240 everything in the first month to show value. 331 00:15:26,559 --> 00:15:26,799 SPEAKER_00: True. 332 00:15:27,120 --> 00:15:32,000 SPEAKER_02: Yeah, it's and I'm like, why are we doing this? 333 00:15:32,159 --> 00:15:34,559 Like, let's slow down a second, right? 334 00:15:34,720 --> 00:15:39,120 And you know, this is where you get into hopefully, you know, 335 00:15:39,360 --> 00:15:44,080 your leadership team in customer success or experience is saying, 336 00:15:44,240 --> 00:15:46,559 This is the customer journey map, right? 337 00:15:46,960 --> 00:15:49,039 Let's work on the milestones. 338 00:15:49,360 --> 00:15:51,519 Let's how can we hit those milestones? 339 00:15:51,600 --> 00:15:55,039 And like, let's start tracking how long does it take for us to 340 00:15:55,039 --> 00:15:56,480 get to those milestones? 341 00:15:56,799 --> 00:15:57,120 Sure. 342 00:15:57,279 --> 00:15:57,519 Right. 343 00:15:57,679 --> 00:15:57,759 Yeah. 344 00:15:58,080 --> 00:16:01,360 And then that's where you know we can go back and evaluate. 345 00:16:01,519 --> 00:16:03,120 Like, do we need tech? 346 00:16:03,279 --> 00:16:04,080 Do we need people? 347 00:16:04,240 --> 00:16:06,159 Do we need can our product do this? 348 00:16:06,320 --> 00:16:09,440 Like, let's figure it out, right? 349 00:16:09,600 --> 00:16:13,519 Um, I think the one thing I do love is that it's always 350 00:16:13,519 --> 00:16:14,559 growing, right? 351 00:16:14,720 --> 00:16:17,759 And now we have the whole um AI. 352 00:16:18,000 --> 00:16:18,320 unknown: Yeah. 353 00:16:18,480 --> 00:16:18,639 SPEAKER_01: Right? 354 00:16:18,799 --> 00:16:22,240 SPEAKER_02: And like, how like how can AI help us in customer 355 00:16:22,240 --> 00:16:27,440 success and help especially the administrative tasks of customer 356 00:16:27,440 --> 00:16:33,279 success and the AI and being able to prompt like that's huge. 357 00:16:33,600 --> 00:16:39,600 So um it's definitely like I I have I have, and I I know I 358 00:16:39,600 --> 00:16:43,519 have, have been on customer calls where I'm like, I'm going 359 00:16:43,519 --> 00:16:44,240 to solve it. 360 00:16:44,399 --> 00:16:47,440 Yeah today, I'm going to solve all their problems. 361 00:16:47,679 --> 00:16:50,480 And it like before it took a little bit in reflection of 362 00:16:50,559 --> 00:16:52,240 like, Jess, what are you doing? 363 00:16:54,320 --> 00:16:54,639 Right? 364 00:16:54,720 --> 00:16:55,600 Like 100%. 365 00:16:56,240 --> 00:16:56,480 Okay. 366 00:16:56,879 --> 00:16:57,120 SPEAKER_00: Yeah. 367 00:16:57,600 --> 00:17:01,759 It's it's interesting too because um like we can't we 368 00:17:01,759 --> 00:17:03,120 can't solve all of them, right? 369 00:17:03,200 --> 00:17:06,559 And it goes back to like people forget, especially when you know 370 00:17:06,640 --> 00:17:09,680 customer success, it it's this common misconception of like 371 00:17:09,759 --> 00:17:10,880 it's people pleasing, right? 372 00:17:10,960 --> 00:17:13,359 No, at the end of the day, you need to focus on their goals. 373 00:17:13,440 --> 00:17:16,160 And if we can't solve them, that's okay. 374 00:17:16,319 --> 00:17:19,359 We need to figure out what we can solve for, and if we can't 375 00:17:19,359 --> 00:17:22,559 solve for anything that like if nothing resonates as far as what 376 00:17:22,559 --> 00:17:24,480 we can solve for, then it's a whole nother conversation if 377 00:17:24,480 --> 00:17:27,359 they're the right ideal customer and so on and so forth. 378 00:17:27,440 --> 00:17:30,160 But sometimes we just need to be honest and straight with that 379 00:17:30,160 --> 00:17:33,200 customer and tell them, like, hey, this is this is what we can 380 00:17:33,200 --> 00:17:33,279 do. 381 00:17:34,079 --> 00:17:35,119 SPEAKER_02: Their persona. 382 00:17:35,359 --> 00:17:35,680 SPEAKER_00: Yeah. 383 00:17:35,839 --> 00:17:39,519 SPEAKER_02: And I will say this, and like I learned this in um 384 00:17:39,839 --> 00:17:42,960 Rachel's customer success leadership class that has 385 00:17:43,599 --> 00:17:46,640 drastically changed my career impact. 386 00:17:47,440 --> 00:17:51,920 When I know who I'm talking to, I know my exact talk track. 387 00:17:52,079 --> 00:17:52,480 unknown: Yep. 388 00:17:52,720 --> 00:17:56,079 SPEAKER_02: I know my people who are boots on the ground versus I 389 00:17:56,079 --> 00:17:58,720 know my people that want to talk the ROI and money. 390 00:17:58,960 --> 00:18:00,160 SPEAKER_00: Yep, so true. 391 00:18:00,640 --> 00:18:06,640 SPEAKER_02: Understanding that it will get you so far, like in 392 00:18:06,640 --> 00:18:10,319 your career, like that just opened up the doors, right? 393 00:18:10,559 --> 00:18:14,319 That that allowed me, like when you know, you're sitting at that 394 00:18:14,319 --> 00:18:20,000 leadership table to go, okay, like you know, like someone 395 00:18:20,000 --> 00:18:20,720 churned. 396 00:18:20,960 --> 00:18:25,039 No, we lost 50K in revenue, right now. 397 00:18:25,119 --> 00:18:29,119 How do we make up that we have to make up that 50k in revenue 398 00:18:29,359 --> 00:18:30,640 plus additional, right? 399 00:18:30,799 --> 00:18:35,839 Like of course, like I up, we upsold, like, and that this is 400 00:18:35,839 --> 00:18:39,920 stuff I try to teach my team, like now when they're talking. 401 00:18:40,160 --> 00:18:45,119 Um, you know, I I always say I'm I I don't want to say like a I'm 402 00:18:45,119 --> 00:18:48,079 a pretty passionate leader, I guess is the way. 403 00:18:48,240 --> 00:18:50,480 So I love all my team members. 404 00:18:50,640 --> 00:18:52,240 I want them to have goals. 405 00:18:52,400 --> 00:18:55,200 I want to know how they're tracking towards those goals. 406 00:18:55,440 --> 00:18:58,640 I want to know what other things they want to look at. 407 00:18:58,960 --> 00:19:04,960 I had someone do that for me, and that has been, it was a game 408 00:19:04,960 --> 00:19:05,519 changer. 409 00:19:05,680 --> 00:19:08,960 It was, it was a game changer when I wanted to network and 410 00:19:08,960 --> 00:19:09,839 find a new job. 411 00:19:10,079 --> 00:19:14,480 It was it like I go, I know you are not going to be with me 412 00:19:14,480 --> 00:19:15,039 forever. 413 00:19:15,200 --> 00:19:17,759 Like that's just not how these job markets work. 414 00:19:17,920 --> 00:19:21,200 But I want you to feel so confident that when you move to 415 00:19:21,200 --> 00:19:25,119 your next position, that you're you have those skill set that 416 00:19:25,119 --> 00:19:27,440 you're ready to hit the ground running. 417 00:19:27,599 --> 00:19:32,000 Um, and then all I ask is that you pay that forward. 418 00:19:32,640 --> 00:19:33,200 For sure. 419 00:19:33,440 --> 00:19:39,279 That is my biggest thing because it is so hard to find good 420 00:19:39,279 --> 00:19:39,920 mentors. 421 00:19:40,559 --> 00:19:42,559 They're out there, right? 422 00:19:42,799 --> 00:19:45,599 Yeah, you got a mentor where you just have a coffee and then 423 00:19:45,599 --> 00:19:46,000 that's it. 424 00:19:46,079 --> 00:19:49,759 And then you have somebody who's like invested in you. 425 00:19:50,720 --> 00:19:51,599 Oh my goodness. 426 00:19:51,839 --> 00:19:52,960 SPEAKER_00: That's it's a gold mine. 427 00:19:53,440 --> 00:19:53,920 It's great. 428 00:19:54,480 --> 00:19:58,160 SPEAKER_02: It is, it is so good, and like, you know, you 429 00:19:58,160 --> 00:19:59,759 and I are gonna be doing this forever, right? 430 00:20:00,480 --> 00:20:02,640 Like the other people doing it. 431 00:20:02,799 --> 00:20:07,039 So, like, let's give them that and these opportunities to be 432 00:20:07,039 --> 00:20:08,000 able to do it. 433 00:20:08,240 --> 00:20:12,480 And um I've had such great mentors along the way. 434 00:20:12,720 --> 00:20:18,000 Like, and it was all because like I dove in, right? 435 00:20:18,880 --> 00:20:21,680 Even when you don't know, dive in. 436 00:20:22,000 --> 00:20:22,240 SPEAKER_01: True. 437 00:20:22,559 --> 00:20:23,119 SPEAKER_02: It's okay. 438 00:20:23,279 --> 00:20:23,920 It's okay. 439 00:20:24,079 --> 00:20:28,480 I'd rather have someone go come to me and say, listen, here's an 440 00:20:28,480 --> 00:20:29,440 issue I see. 441 00:20:29,599 --> 00:20:30,720 Here's a solution. 442 00:20:30,960 --> 00:20:35,440 If even if we can't do it, the fact that you took that step, 443 00:20:35,680 --> 00:20:38,880 like, it almost makes me come to tears when it happens. 444 00:20:39,039 --> 00:20:41,200 I was like, this is so wonderful. 445 00:20:41,440 --> 00:20:42,640 We cannot use it. 446 00:20:42,799 --> 00:20:46,559 But it is so wonderful that you did this and you prepped. 447 00:20:46,720 --> 00:20:49,279 And like, that is how you show up. 448 00:20:49,599 --> 00:20:52,480 And and really, that's what it is. 449 00:20:52,880 --> 00:20:56,960 It's all anybody ever wants is for you to show up and respond. 450 00:20:57,279 --> 00:20:57,759 SPEAKER_00: 100%. 451 00:20:58,240 --> 00:21:03,200 Yeah, I think um it's it's interesting because um the it's 452 00:21:03,440 --> 00:21:07,839 the markets where where it's at today, um, there are a lot of 453 00:21:07,839 --> 00:21:09,680 opportunities even within CS. 454 00:21:09,759 --> 00:21:12,319 Um, and then there's also people that are reluctant to apply for 455 00:21:12,319 --> 00:21:13,599 roles, they limit themselves. 456 00:21:13,680 --> 00:21:17,599 And I think there's there's a lot of opportunities just to I 457 00:21:17,759 --> 00:21:19,839 it kind of goes back to, I forget where I saw this. 458 00:21:19,920 --> 00:21:21,440 I I quoted quite a bit. 459 00:21:21,680 --> 00:21:24,319 Um and and I don't know if it's an actual statistic or if it's 460 00:21:24,319 --> 00:21:27,920 just again, you name your quotes that people just rattle off on, 461 00:21:28,000 --> 00:21:28,319 you know. 462 00:21:28,640 --> 00:21:31,440 You name your vehicle or uh area. 463 00:21:31,599 --> 00:21:34,240 But anyway, the point is it's like if you look at a job 464 00:21:34,240 --> 00:21:39,920 description and you're already doing either 50% or over on the 465 00:21:39,920 --> 00:21:42,480 roles and responsibilities, you're already qualified or 466 00:21:42,480 --> 00:21:44,960 potentially arguably overqualified in a lot of cases. 467 00:21:45,119 --> 00:21:48,079 And I think a lot of people forget that, and it's like it's 468 00:21:48,079 --> 00:21:50,720 okay if you don't have all the pieces on a job description 469 00:21:50,799 --> 00:21:53,359 because it kind of goes back to you don't know what a company's 470 00:21:53,359 --> 00:21:53,680 looking for. 471 00:21:53,839 --> 00:21:57,359 And some sometimes, now going a little sidetracked, but 472 00:21:57,359 --> 00:22:00,000 sometimes there's like this these underlying things that are 473 00:22:00,000 --> 00:22:02,079 not in the job description, like, hey, oh, we need someone 474 00:22:02,079 --> 00:22:04,640 that is maybe kind of goes back to your perspective, right? 475 00:22:04,799 --> 00:22:06,000 Not in tech, right? 476 00:22:06,160 --> 00:22:08,720 Maybe they're in the background in psychology or counseling and 477 00:22:08,720 --> 00:22:09,359 things of that nature. 478 00:22:09,519 --> 00:22:11,759 I've seen that happen with enablement as well, if we're 479 00:22:11,759 --> 00:22:14,319 kind of going shifting gears, where they're looking, oh my 480 00:22:14,319 --> 00:22:16,160 gosh, they're a teacher or they're a professor. 481 00:22:16,319 --> 00:22:18,880 They understand how to like engage an audience and making 482 00:22:18,880 --> 00:22:21,920 sure that they know to build a curriculum and what to learn. 483 00:22:22,160 --> 00:22:24,799 So there's a lot of opportunity that's out there. 484 00:22:24,880 --> 00:22:27,680 Um, and just it's really just changing you know, way, you 485 00:22:27,680 --> 00:22:28,640 know, your way of thinking. 486 00:22:28,720 --> 00:22:31,039 I know we were talking a lot about that too, about like 487 00:22:31,519 --> 00:22:33,759 growth mindset for CS. 488 00:22:33,920 --> 00:22:37,759 And it also like uh, you know, we talked also about CS having a 489 00:22:37,759 --> 00:22:39,519 voice too and kind of building up their own career. 490 00:22:39,680 --> 00:22:42,160 So I'm curious, like, you know, if you have stories or your 491 00:22:42,160 --> 00:22:45,359 perspective on that, and even based on your experience too. 492 00:22:45,599 --> 00:22:46,079 SPEAKER_02: Yeah. 493 00:22:46,400 --> 00:22:50,880 I will say for so long I felt like I didn't have a voice. 494 00:22:51,119 --> 00:22:57,039 I felt that and you know, honestly, I I couldn't pinpoint 495 00:22:57,039 --> 00:22:58,160 what it is, right? 496 00:22:58,559 --> 00:23:05,599 You know, um, I I you know, I felt like, okay, well, I'm I'm 497 00:23:05,599 --> 00:23:07,759 just gonna like this is this is it. 498 00:23:07,839 --> 00:23:08,559 You know what I mean? 499 00:23:08,640 --> 00:23:12,079 Like sometimes you I was really stuck at the title. 500 00:23:12,240 --> 00:23:14,880 I guess now that I've really kind of evaluated it, I was 501 00:23:14,880 --> 00:23:16,000 really stuck at the title. 502 00:23:16,240 --> 00:23:22,480 So I didn't feel that like, oh, I'm not a manager to say X, Y, 503 00:23:22,640 --> 00:23:27,200 and Z, or I didn't want to bring this up because you know, my 504 00:23:27,200 --> 00:23:32,880 boss, I and like there would be times where, you know, at one of 505 00:23:32,880 --> 00:23:36,319 my like where I was an enterprise customer success 506 00:23:36,319 --> 00:23:39,920 manager, and I would try to say, like, oh, should we, you know, 507 00:23:40,160 --> 00:23:41,119 could we do this? 508 00:23:41,279 --> 00:23:43,279 And it was really shot down. 509 00:23:43,759 --> 00:23:48,720 Um, so I felt like every time I was getting shot down by my 510 00:23:48,720 --> 00:23:49,200 ideas. 511 00:23:49,359 --> 00:23:53,359 And then I it just kind of after a while, you really start to 512 00:23:53,359 --> 00:23:54,880 question like, is it me? 513 00:23:55,039 --> 00:23:57,279 Is it is it like what I'm coming up with? 514 00:23:57,440 --> 00:24:00,400 Is it, you know, like what is it? 515 00:24:00,559 --> 00:24:05,599 And it wasn't until I really started to invest in myself 516 00:24:05,920 --> 00:24:08,079 watching podcasts, right? 517 00:24:08,480 --> 00:24:09,839 All right, I guess not watching. 518 00:24:09,920 --> 00:24:10,799 Well, I guess you can, right? 519 00:24:10,960 --> 00:24:11,440 SPEAKER_00: Yeah, yeah, yeah. 520 00:24:11,519 --> 00:24:12,319 We're on video now. 521 00:24:12,400 --> 00:24:12,480 Yeah. 522 00:24:13,920 --> 00:24:17,359 SPEAKER_02: Like, so listening to podcasts, reading more of 523 00:24:17,359 --> 00:24:22,240 like growth mindset books, uh, understanding customer success, 524 00:24:22,400 --> 00:24:24,160 reading about customer success books. 525 00:24:24,319 --> 00:24:28,480 I, you know, I have an amazing colleague I work with, you know. 526 00:24:28,880 --> 00:24:32,720 He we look at the Wall Street Journal every day and we send 527 00:24:32,720 --> 00:24:35,119 each other articles back and forth, right? 528 00:24:35,279 --> 00:24:38,160 Of like industry and what's happening. 529 00:24:38,400 --> 00:24:42,319 What it was was that I was articulating the day-to-day, 530 00:24:43,039 --> 00:24:43,359 right? 531 00:24:43,839 --> 00:24:48,000 I wasn't articulating the overall, right? 532 00:24:48,240 --> 00:24:48,640 SPEAKER_00: Sure. 533 00:24:48,960 --> 00:24:51,279 SPEAKER_02: And in the goals and the ROI. 534 00:24:51,680 --> 00:24:54,880 And all of a sudden, once I started having more of these 535 00:24:54,880 --> 00:24:58,319 conversations with my colleagues, I was like, oh, I'm 536 00:24:58,319 --> 00:25:00,160 just not articulating it right. 537 00:25:00,640 --> 00:25:07,599 And then once I I got there, and you know, I like I have a seat 538 00:25:07,599 --> 00:25:14,079 at the table now, and I have to say that I don't have the 539 00:25:14,079 --> 00:25:15,440 imposter syndrome. 540 00:25:15,599 --> 00:25:21,039 I I feel like, no, like this is my opinions matter, and here's 541 00:25:21,039 --> 00:25:21,359 why. 542 00:25:21,440 --> 00:25:25,039 And and also really understanding your data. 543 00:25:25,359 --> 00:25:29,119 If you do not understand your data and you can't have a story 544 00:25:29,119 --> 00:25:33,759 with your data, it's really hard to make that articulation. 545 00:25:34,160 --> 00:25:40,079 Um, and I think one thing that I do love about customer success 546 00:25:40,079 --> 00:25:44,400 is also too is you get to combine data with the voice of 547 00:25:44,400 --> 00:25:45,599 the customer, right? 548 00:25:45,920 --> 00:25:46,480 SPEAKER_01: True. 549 00:25:46,720 --> 00:25:48,319 SPEAKER_02: This is what they're going through. 550 00:25:48,480 --> 00:25:52,880 And I've had customers, I mean, like they've told me so many 551 00:25:52,880 --> 00:25:54,000 personal things, right? 552 00:25:54,160 --> 00:25:57,519 Like you end up getting to know about like their families and 553 00:25:57,519 --> 00:26:02,160 birthday parties, oh yeah, you know, weddings and like all 554 00:26:02,160 --> 00:26:04,000 sorts of things, right? 555 00:26:04,400 --> 00:26:10,480 Um it that's where I feel like that's the difference, and you 556 00:26:10,480 --> 00:26:11,440 get to come in. 557 00:26:11,599 --> 00:26:14,960 Uh sometimes I feel like I miss that as a VP, right? 558 00:26:15,039 --> 00:26:17,359 SPEAKER_00: Like, not being close to the customer, yeah. 559 00:26:17,839 --> 00:26:19,839 SPEAKER_02: Yeah, like I'm like, what are you doing? 560 00:26:19,920 --> 00:26:22,880 SPEAKER_00: Like, I not not to mention when you are brought in, 561 00:26:22,960 --> 00:26:26,319 you're like, maybe not always the best conversation. 562 00:26:27,119 --> 00:26:27,359 SPEAKER_02: I know. 563 00:26:27,519 --> 00:26:27,759 Yeah. 564 00:26:28,160 --> 00:26:29,200 Oh, she's here. 565 00:26:29,359 --> 00:26:33,759 Like, one thing I do try to do now is I try to make myself 566 00:26:33,759 --> 00:26:34,480 known, right? 567 00:26:34,720 --> 00:26:39,200 Like it's great road shows of just like I'm just saying hi. 568 00:26:39,519 --> 00:26:40,559 How is it going? 569 00:26:40,720 --> 00:26:44,960 Like, I see your I follow, I'm basically like, I'm following 570 00:26:44,960 --> 00:26:49,119 your journey, and I like I see that you're doing great, some of 571 00:26:49,119 --> 00:26:53,039 these things, and it's like that has also made a difference 572 00:26:53,119 --> 00:26:56,160 because I still, you know, still get to get in there because I 573 00:26:56,160 --> 00:26:57,039 miss it a lot. 574 00:26:57,440 --> 00:27:02,880 Um, but yeah, I I think it's I think it's that, and then you 575 00:27:02,880 --> 00:27:06,079 know, you want a growth mindset, but you really have to protect 576 00:27:06,079 --> 00:27:07,119 your boundaries. 577 00:27:08,000 --> 00:27:11,519 You can dive in, and I have done this, right? 578 00:27:11,839 --> 00:27:16,480 Where I was the person, and I remember being at like my first 579 00:27:16,480 --> 00:27:20,160 job, and I was always like, I will answer you. 580 00:27:20,319 --> 00:27:22,480 I will answer you, I will answer. 581 00:27:22,640 --> 00:27:26,720 And then I got to be known as the well, if they're not 582 00:27:26,720 --> 00:27:28,160 answering you, message just. 583 00:27:28,480 --> 00:27:31,039 Uh always answers, right? 584 00:27:31,200 --> 00:27:31,599 SPEAKER_01: Right. 585 00:27:31,839 --> 00:27:35,839 SPEAKER_02: And I, you know, I'm sitting here and I'm like, it, 586 00:27:36,000 --> 00:27:39,279 you know, you're what 75 emails deep. 587 00:27:39,440 --> 00:27:43,759 You got like five to six pings going on, and you're just like, 588 00:27:44,000 --> 00:27:46,480 oh my goodness, like, what did I do? 589 00:27:46,720 --> 00:27:52,079 Like, I created my own monster. 590 00:27:52,480 --> 00:27:57,359 Um, and that's where like I, you know, I really started working 591 00:27:57,359 --> 00:28:01,920 on my tone of like, uh, you know, this is when I'm 592 00:28:01,920 --> 00:28:06,079 available, this is when I'm not available, you know, really kind 593 00:28:06,079 --> 00:28:11,680 of protecting myself because you can't, I I can't, I can't be a 594 00:28:11,680 --> 00:28:16,559 good mom, I can't be a good wife, I can't have that outside 595 00:28:17,039 --> 00:28:18,319 a good coach, right? 596 00:28:18,400 --> 00:28:19,599 When I do my coaching. 597 00:28:19,759 --> 00:28:22,480 I can't have that if I have people that are just like, why 598 00:28:22,480 --> 00:28:23,519 are you not answering me? 599 00:28:23,920 --> 00:28:26,880 You know, like, and half the time, like, let's be real, it's 600 00:28:26,880 --> 00:28:27,759 not an emergency. 601 00:28:27,920 --> 00:28:28,720 SPEAKER_00: No, of course. 602 00:28:29,680 --> 00:28:32,079 SPEAKER_02: It's like, okay, like this is not an emergency. 603 00:28:32,160 --> 00:28:33,759 Like, you know, click this button. 604 00:28:33,920 --> 00:28:34,640 Oh, it worked. 605 00:28:34,799 --> 00:28:35,279 There we go. 606 00:28:35,440 --> 00:28:36,400 Like, happy. 607 00:28:36,559 --> 00:28:38,559 We could have found this, and you know, then you're always 608 00:28:38,559 --> 00:28:39,039 following up. 609 00:28:39,119 --> 00:28:41,200 And please look at our knowledge base that has all these 610 00:28:41,200 --> 00:28:42,960 instructions on how you can troubleshoot. 611 00:28:43,039 --> 00:28:48,640 Like, on yeah, you you have to set like you have to set your 612 00:28:48,640 --> 00:28:49,680 own boundaries. 613 00:28:50,000 --> 00:28:56,799 I like you can I'm you like it it's addicting to have a growth 614 00:28:56,799 --> 00:28:58,160 mindset when you get it. 615 00:28:58,319 --> 00:28:58,640 SPEAKER_01: Yeah. 616 00:28:58,799 --> 00:29:01,200 SPEAKER_02: Um, but then you want to be like, well, I can add 617 00:29:01,200 --> 00:29:03,519 this on, I could do this, I can experience it. 618 00:29:03,680 --> 00:29:05,759 SPEAKER_00: Well, it's that's it's interesting, right? 619 00:29:05,839 --> 00:29:07,279 Because it it is a balance. 620 00:29:07,359 --> 00:29:10,799 Um, and it's like it's I think it's kind of always like the 621 00:29:10,799 --> 00:29:12,960 growth mindset's interesting because and there's a lot of 622 00:29:12,960 --> 00:29:13,839 books out there. 623 00:29:14,000 --> 00:29:14,559 It's good. 624 00:29:14,720 --> 00:29:18,240 Like I think it's good to kind of always it's like kind of um 625 00:29:18,559 --> 00:29:22,319 oh my gosh, I had Brad Davis on the podcast before. 626 00:29:22,400 --> 00:29:23,440 He runs SuccessPan. 627 00:29:23,680 --> 00:29:26,559 He mentioned um pretty good quote, like as far as like the 628 00:29:26,559 --> 00:29:30,480 con analogy, but nevertheless, it's always like brushing up on 629 00:29:30,559 --> 00:29:31,759 you know what you're doing, right? 630 00:29:31,839 --> 00:29:34,079 Whether it's connecting with people or you know what you're 631 00:29:34,079 --> 00:29:34,480 learning. 632 00:29:34,559 --> 00:29:37,599 And I think um it's pretty smart, but at the end of the 633 00:29:37,599 --> 00:29:38,640 day, it is still a balance. 634 00:29:38,720 --> 00:29:41,039 And I think like in making taking that step back that it's 635 00:29:41,039 --> 00:29:44,319 like, hey, yeah, as much as you want to be you know a superhero, 636 00:29:44,400 --> 00:29:45,039 that's great. 637 00:29:45,200 --> 00:29:48,079 At the same time, it's also foc focus focusing on that impact, 638 00:29:48,160 --> 00:29:50,640 like what's going to have the best impact, you know, and 639 00:29:50,799 --> 00:29:53,920 obviously how does it how do you balance you know life within the 640 00:29:53,920 --> 00:29:55,200 mix of things? 641 00:29:55,440 --> 00:29:57,680 Um, it's just super interesting. 642 00:29:57,839 --> 00:30:00,400 I guess like I kind of wanted to take a step back too. 643 00:30:00,559 --> 00:30:04,400 Like on you mentioned something really great on because it's 644 00:30:04,480 --> 00:30:05,920 it's similar to setting boundaries, right? 645 00:30:06,000 --> 00:30:06,400 Also, too. 646 00:30:06,480 --> 00:30:09,279 Like if you're working with even leadership, setting boundaries 647 00:30:09,279 --> 00:30:09,599 there. 648 00:30:09,759 --> 00:30:13,279 Um, but you mentioned also like as far as like going back to 649 00:30:13,279 --> 00:30:17,359 custom not customer voice, CIS's voice, and you know, managing um 650 00:30:17,920 --> 00:30:20,079 you mentioned data, and I think it could go in a lot of 651 00:30:20,079 --> 00:30:23,200 different ways, but I'm uh I I I'm a data guy, like I love data 652 00:30:23,599 --> 00:30:26,000 for building a business case, you know, and obviously it's you 653 00:30:26,000 --> 00:30:28,319 know, for you know, my background in digital, it's 654 00:30:28,319 --> 00:30:29,279 obviously key. 655 00:30:29,680 --> 00:30:32,160 But I'm curious, in terms of from your perspective in the 656 00:30:32,160 --> 00:30:35,920 past, like where has data really helped you in terms of your 657 00:30:35,920 --> 00:30:36,160 voice? 658 00:30:36,319 --> 00:30:39,359 Like anything in particular, like or yeah, the like 659 00:30:39,359 --> 00:30:42,400 recommendations for CS bringing to the table as far as like to 660 00:30:42,400 --> 00:30:45,599 get whether it's an approval on whatever project, right? 661 00:30:45,680 --> 00:30:47,039 SPEAKER_02: Yeah, prioritizing. 662 00:30:47,119 --> 00:30:48,079 SPEAKER_00: I'm curious. 663 00:30:48,480 --> 00:30:50,480 SPEAKER_02: Especially for like startup life, right? 664 00:30:50,720 --> 00:30:51,119 Oh, sure. 665 00:30:53,680 --> 00:30:58,720 You know, in in the first job that I had, I really had to 666 00:30:58,720 --> 00:31:00,000 collect it, right? 667 00:31:00,480 --> 00:31:03,519 And you know, one of the things I did actually when I started 668 00:31:03,519 --> 00:31:08,480 here at Advisory is I actually went through calls to look at 669 00:31:08,480 --> 00:31:10,720 the qualitative and quantitative data. 670 00:31:10,960 --> 00:31:12,000 SPEAKER_00: Oh, yes, right? 671 00:31:12,160 --> 00:31:13,519 SPEAKER_02: I feel like such a nerd. 672 00:31:13,680 --> 00:31:16,160 It brings me back to my research class, right? 673 00:31:16,640 --> 00:31:22,480 But I feel like, but anybody who loves data is is probably like I 674 00:31:22,480 --> 00:31:24,880 have a t-shirt that says data nerd. 675 00:31:25,200 --> 00:31:28,480 Um because I love it so much. 676 00:31:28,640 --> 00:31:33,440 I mean, as a leader, right, I need the data to justify the 677 00:31:33,440 --> 00:31:33,839 funds. 678 00:31:34,079 --> 00:31:34,480 SPEAKER_00: Sure. 679 00:31:34,720 --> 00:31:35,200 SPEAKER_02: Right? 680 00:31:35,359 --> 00:31:41,440 Like really looking at it as hey, is this a one-off situation 681 00:31:41,759 --> 00:31:46,720 that we may have to like roadmap it because it's not right now, 682 00:31:46,880 --> 00:31:49,839 versus, oh no, this is like a really big issue. 683 00:31:50,000 --> 00:31:53,599 We need all hands on deck, you know, that like that type of 684 00:31:53,599 --> 00:31:54,240 stuff, right? 685 00:31:54,400 --> 00:31:59,920 So it's um so when I did that, I was able to see, well, first 686 00:31:59,920 --> 00:32:01,680 off, where are our customers? 687 00:32:01,920 --> 00:32:02,799 SPEAKER_01: Yeah, right? 688 00:32:02,880 --> 00:32:04,880 SPEAKER_02: Where are they on the customer journey? 689 00:32:05,119 --> 00:32:07,279 Have we built a customer journey, right? 690 00:32:07,359 --> 00:32:10,880 Like building that all out, I mean, is so much fun. 691 00:32:11,119 --> 00:32:14,799 I like I have just the best time with it. 692 00:32:15,200 --> 00:32:20,480 And so we were able to like build our like how do we want 693 00:32:20,480 --> 00:32:21,279 this to look? 694 00:32:21,519 --> 00:32:21,680 unknown: Sure. 695 00:32:21,920 --> 00:32:22,160 SPEAKER_02: Right. 696 00:32:22,319 --> 00:32:25,920 And being able to kind of pull that data, I was able to see. 697 00:32:26,000 --> 00:32:30,480 So this is how long it's taking them to get listed, and how long 698 00:32:30,880 --> 00:32:32,240 how can we cut this down? 699 00:32:32,400 --> 00:32:33,599 What can we build? 700 00:32:33,839 --> 00:32:35,359 Is there automation? 701 00:32:35,599 --> 00:32:39,680 You know, and really same thing going back like the basic steps 702 00:32:39,680 --> 00:32:43,599 again that I talked about, that's exactly what I did here, 703 00:32:43,920 --> 00:32:44,240 right? 704 00:32:44,400 --> 00:32:47,839 And now we have like we have a ticketing system, we have 705 00:32:47,839 --> 00:32:50,799 everything running in Salesforce, our Salesforce is 706 00:32:50,799 --> 00:32:51,519 the truth. 707 00:32:51,759 --> 00:32:58,160 Um, another big thing is like I'm not shy of like, I think a 708 00:32:58,160 --> 00:33:01,039 customer is the customer of the company. 709 00:33:01,519 --> 00:33:02,240 SPEAKER_01: True, right? 710 00:33:02,480 --> 00:33:05,359 SPEAKER_02: You hear a lot, and I've heard it too, is like it's 711 00:33:05,359 --> 00:33:06,240 on CS. 712 00:33:07,200 --> 00:33:10,480 It's on CS, it has been handed off and it's on CS. 713 00:33:10,640 --> 00:33:16,079 And I like I push back there quite a bit because I have heard 714 00:33:16,079 --> 00:33:19,599 that, and then like, so you're saying this one individual 715 00:33:19,920 --> 00:33:24,240 person for potentially I have been on conversations where 716 00:33:24,240 --> 00:33:29,440 contracts are not what we offer, but we still have to provide it. 717 00:33:31,039 --> 00:33:36,640 How do you like how does how is that fair versus well, let's 718 00:33:36,640 --> 00:33:38,640 take a step back here, right? 719 00:33:39,119 --> 00:33:41,200 Is there something that we need to do? 720 00:33:41,359 --> 00:33:44,400 Do we need to hire an outside contractor for this portion? 721 00:33:44,559 --> 00:33:47,359 Do we need, you know, and like working? 722 00:33:47,519 --> 00:33:52,480 And I think also, too, is it's really important to build a 723 00:33:52,480 --> 00:33:57,119 great relationship with your internal partners, right? 724 00:33:57,440 --> 00:33:57,920 SPEAKER_01: Yes. 725 00:33:58,240 --> 00:34:00,160 SPEAKER_02: How many times have you said, oh, this person 726 00:34:00,160 --> 00:34:02,079 doesn't talk to this, product doesn't talk to marketing, 727 00:34:02,160 --> 00:34:04,960 marketing doesn't talk to product, CS doesn't have a good 728 00:34:04,960 --> 00:34:08,000 relationship with product, and you know, you're like you hear 729 00:34:08,000 --> 00:34:08,639 all these things. 730 00:34:08,800 --> 00:34:13,280 And I think one of the things that like I did as an enterprise 731 00:34:13,280 --> 00:34:19,119 CSM and as even just somebody just starting out in cust as a 732 00:34:19,119 --> 00:34:23,599 customer success manager is I actually like introduced myself 733 00:34:23,599 --> 00:34:28,079 to people who work in those departments, maybe not like the 734 00:34:28,079 --> 00:34:32,639 VP level or whatever, but I was like, I'd love to get 15 minutes 735 00:34:32,639 --> 00:34:34,880 to like understand your day-to-day. 736 00:34:35,199 --> 00:34:36,719 SPEAKER_00: True, a hundred percent. 737 00:34:37,039 --> 00:34:40,480 SPEAKER_02: And that I mean, that built great relationships, 738 00:34:40,639 --> 00:34:42,559 like relationships I still have, right? 739 00:34:42,639 --> 00:34:47,440 Like, even though I left, it's you know, this is I got to I 740 00:34:47,440 --> 00:34:50,400 want to help my customer, everybody wants to help. 741 00:34:50,719 --> 00:34:55,440 And when we can all have that same cohesive language and goals 742 00:34:55,440 --> 00:35:01,519 and mission, like it just thrives, it really, really 743 00:35:01,679 --> 00:35:02,159 thrives. 744 00:35:02,239 --> 00:35:04,639 And I absolutely like it's so much fun. 745 00:35:04,960 --> 00:35:08,960 So I you know, I've been there where nobody talks to everybody, 746 00:35:09,360 --> 00:35:13,679 but then secretly it's like I just went ahead and did it, you 747 00:35:13,679 --> 00:35:13,920 know. 748 00:35:14,079 --> 00:35:18,000 Um, I like I guess there's that saying, right, you can ask for 749 00:35:18,000 --> 00:35:19,360 forgiveness, right? 750 00:35:19,599 --> 00:35:20,559 SPEAKER_00: True, yeah. 751 00:35:20,800 --> 00:35:23,599 SPEAKER_02: But I don't think it's wrong to go out and talk to 752 00:35:23,599 --> 00:35:24,719 other people, right? 753 00:35:24,800 --> 00:35:26,960 Like out there. 754 00:35:27,119 --> 00:35:27,760 It's okay. 755 00:35:27,920 --> 00:35:31,039 Like, no one's gonna be mad that you went and talked to somebody 756 00:35:31,039 --> 00:35:32,480 from product, you know. 757 00:35:32,639 --> 00:35:35,119 I would love it if someone was like, I went and talked to 758 00:35:35,119 --> 00:35:38,320 someone from product, we chatted about this, and it seems to be 759 00:35:38,320 --> 00:35:42,320 like a commonality, and it's like, oh, well, this is good 760 00:35:42,400 --> 00:35:44,239 because no one brought it up to me, right? 761 00:35:44,480 --> 00:35:50,320 Um I love it when when my leaders take that step. 762 00:35:50,719 --> 00:35:53,039 And and I've done it too, right? 763 00:35:53,280 --> 00:35:56,639 Like you make a name for yourself, right? 764 00:35:56,800 --> 00:35:59,280 I like I love a good reputation. 765 00:35:59,599 --> 00:36:04,320 Um just like I always want someone to be like, that is the 766 00:36:04,320 --> 00:36:05,679 person that you want on your team. 767 00:36:06,000 --> 00:36:06,400 SPEAKER_00: 100%. 768 00:36:06,960 --> 00:36:11,360 Yeah, it's it's really it's great when, and this is I again, 769 00:36:11,440 --> 00:36:14,239 this is great advice, you know, for people out there because it 770 00:36:14,559 --> 00:36:15,679 kind of goes back to growth, right? 771 00:36:15,760 --> 00:36:17,280 You're learning different functions of the business, 772 00:36:17,360 --> 00:36:19,760 you're building those relationships, you're finding 773 00:36:19,760 --> 00:36:22,320 different problems within organizations, or you know, 774 00:36:22,400 --> 00:36:25,599 maybe for a better better word, opportunities, right, for it to 775 00:36:25,599 --> 00:36:27,519 have an impact on the business as well. 776 00:36:27,840 --> 00:36:30,639 Um I mean, listen, this this has been awesome. 777 00:36:30,719 --> 00:36:34,320 Um, Jess, we we've we've covered a lot of a lot of points. 778 00:36:34,400 --> 00:36:36,800 Um, I'm curious, like as far as like if we had to kind of 779 00:36:36,800 --> 00:36:39,840 summarize like some key, like key takeaways, right? 780 00:36:40,320 --> 00:36:43,280 About um, you know, to help the audience, right? 781 00:36:43,360 --> 00:36:45,840 Like in in you know, whether they're just starting out their 782 00:36:45,840 --> 00:36:49,760 CS career or you know, they're shifting in different roles. 783 00:36:49,920 --> 00:36:53,360 I guess like we talked a lot about you know, 3060-90 in the 784 00:36:53,360 --> 00:36:55,840 business, you know, setting boundaries and then having that 785 00:36:55,840 --> 00:36:57,440 growth mindset and having a voice. 786 00:36:57,519 --> 00:37:00,400 But I guess like beyond that, like what else would you add 787 00:37:00,480 --> 00:37:03,039 like to kind of for take away for the audience? 788 00:37:03,599 --> 00:37:09,599 SPEAKER_02: You know, um I one thing I would definitely add is 789 00:37:10,159 --> 00:37:14,639 uh follow your leaders in your industry, right? 790 00:37:14,880 --> 00:37:21,440 Like take the time to like read their stuff because even if you 791 00:37:21,440 --> 00:37:25,840 took one thing away, that's one thing more that you get to pack 792 00:37:25,840 --> 00:37:27,360 in your toolkit, right? 793 00:37:28,239 --> 00:37:34,159 Um, you know, I I'm very I'm very proud of my books of 794 00:37:34,159 --> 00:37:35,280 business, right? 795 00:37:35,440 --> 00:37:39,599 I what I like is that like I want to leave my stamp on there. 796 00:37:39,920 --> 00:37:40,320 SPEAKER_01: Sure. 797 00:37:40,639 --> 00:37:42,880 SPEAKER_02: So how did I get them there? 798 00:37:43,039 --> 00:37:45,599 You know, like you have your framework, you have your 799 00:37:45,599 --> 00:37:49,920 playbooks, you have everything that you need to do, but really 800 00:37:50,639 --> 00:37:54,559 how is it Joe's book of business, right? 801 00:37:54,719 --> 00:37:57,039 How like what are you doing? 802 00:37:57,199 --> 00:38:00,159 Because then that can help somebody else on your team, 803 00:38:00,320 --> 00:38:00,559 right? 804 00:38:00,719 --> 00:38:03,360 Like, oh, I didn't really think of it that way. 805 00:38:03,679 --> 00:38:08,800 Um, and lastly, like invest in yourself. 806 00:38:08,960 --> 00:38:09,840 You are worth it. 807 00:38:10,000 --> 00:38:15,280 Now I've been there, right, where like I get it, like me and 808 00:38:15,280 --> 00:38:17,280 my husband, we both worked in higher ed. 809 00:38:17,440 --> 00:38:22,400 I had a baby, we bought a house, I had zero money, right? 810 00:38:22,639 --> 00:38:26,079 And then looking at courses that are like a thousand dollars or 811 00:38:26,079 --> 00:38:29,840 two thousand dollars, it panics when you like you're living 812 00:38:29,840 --> 00:38:31,840 paycheck to paycheck for sure. 813 00:38:32,079 --> 00:38:37,360 Yeah, um, what I you know challenge people or uh ask them 814 00:38:37,360 --> 00:38:40,000 is like if you see something, see if there's a way that you 815 00:38:40,000 --> 00:38:41,519 can break up payments, right? 816 00:38:41,679 --> 00:38:44,960 Yes, see if there's a way, because if that's something 817 00:38:44,960 --> 00:38:49,199 that's gonna level you up and you're gonna feel confident, you 818 00:38:49,199 --> 00:38:50,079 deserve it. 819 00:38:50,400 --> 00:38:51,119 SPEAKER_00: A hundred percent. 820 00:38:51,440 --> 00:38:54,639 SPEAKER_02: Like I think it's so hard because life life is hard, 821 00:38:54,800 --> 00:38:57,840 life is challenging, and but you deserve it. 822 00:38:57,920 --> 00:39:01,760 If there people that like offer these courses and things like 823 00:39:01,760 --> 00:39:03,840 that, they're typically flexible. 824 00:39:04,079 --> 00:39:04,239 SPEAKER_01: Yes. 825 00:39:04,880 --> 00:39:06,880 SPEAKER_02: They want you to take the course, right? 826 00:39:07,119 --> 00:39:10,559 So see if there's a way that there's something, or if life 827 00:39:10,559 --> 00:39:13,920 happens and you're on the payment, like make sure you have 828 00:39:13,920 --> 00:39:15,199 that communication. 829 00:39:15,599 --> 00:39:21,280 Um, that is the stuff that I think is really important. 830 00:39:21,760 --> 00:39:25,599 That, you know, if it's just one course, that's something on your 831 00:39:25,599 --> 00:39:26,159 resume. 832 00:39:26,800 --> 00:39:29,920 Um, and I know we talked about jobs, and I guess this is like 833 00:39:29,920 --> 00:39:32,239 one last, one last thing, and then I'll stop. 834 00:39:32,480 --> 00:39:35,920 Um, when you're writing your resume, right? 835 00:39:36,079 --> 00:39:42,000 And I give this feedback a lot to my clients, you need to think 836 00:39:42,000 --> 00:39:46,079 of this as your paper hype girl. 837 00:39:46,559 --> 00:39:47,039 SPEAKER_00: Love it. 838 00:39:47,199 --> 00:39:47,599 Yes. 839 00:39:47,920 --> 00:39:50,719 SPEAKER_02: This is what I've done. 840 00:39:51,119 --> 00:39:55,039 This is like, and if you need, like, I I'm your hype girl, 841 00:39:55,119 --> 00:39:55,280 right? 842 00:39:55,440 --> 00:39:59,760 Like picture this image right here of me like, yes, yes. 843 00:40:00,159 --> 00:40:00,960 Yes, yes. 844 00:40:01,199 --> 00:40:06,320 Like what think about what you've accomplished and slap it 845 00:40:06,320 --> 00:40:07,840 on that resume, right? 846 00:40:08,239 --> 00:40:08,719 SPEAKER_01: So true. 847 00:40:09,039 --> 00:40:12,000 SPEAKER_02: And even something really small is actually 848 00:40:12,000 --> 00:40:16,000 probably something really big in somebody else's eyes that you 849 00:40:16,000 --> 00:40:16,559 don't see. 850 00:40:16,719 --> 00:40:17,119 Oh, yeah. 851 00:40:17,199 --> 00:40:21,440 So um hype yourself up and put it on that resume. 852 00:40:21,679 --> 00:40:22,559 SPEAKER_00: Yeah, I love it. 853 00:40:22,639 --> 00:40:23,760 No, it's so important. 854 00:40:23,920 --> 00:40:28,639 I think uh a piece of that also uh like tactically, you know, to 855 00:40:28,639 --> 00:40:30,320 kind of go back if that's a word. 856 00:40:30,480 --> 00:40:34,719 But anyway, the point is as far as uh you know, like to kind of 857 00:40:34,719 --> 00:40:37,679 look back to like self-reflect, I think a lot of people forget 858 00:40:37,840 --> 00:40:40,079 because they're so caught up in their day-to-day, like they 859 00:40:40,079 --> 00:40:41,920 don't realize like the impact that they have. 860 00:40:42,079 --> 00:40:45,039 So, like again, like writing out those key results in a resume, 861 00:40:45,280 --> 00:40:48,079 like that those there's a lot of great things in there, and you 862 00:40:48,079 --> 00:40:50,239 just might might not be aware because you're just so used to 863 00:40:50,239 --> 00:40:50,400 it. 864 00:40:50,480 --> 00:40:52,800 So, like I think I always tell people too like take a step 865 00:40:52,800 --> 00:40:56,480 back, like quarterly, monthly, whatever the sequence, you know, 866 00:40:56,559 --> 00:40:58,880 cadence, um, to just kind of look back on what you 867 00:40:58,880 --> 00:41:02,079 accomplished because um that'll help in that that resume 868 00:41:02,079 --> 00:41:02,239 building. 869 00:41:02,639 --> 00:41:03,519 SPEAKER_02: It's weird, right? 870 00:41:03,840 --> 00:41:06,800 Let people feel like, oh God, I don't want to, you know, I don't 871 00:41:06,800 --> 00:41:07,440 want to do that. 872 00:41:07,679 --> 00:41:10,719 But I love to do it, especially now, right? 873 00:41:10,800 --> 00:41:13,519 We're in like the November, December time frame. 874 00:41:14,000 --> 00:41:18,880 It's good to look back on your year and reflect and what did I 875 00:41:18,880 --> 00:41:22,639 do and what have I accomplished, and what are some of the 876 00:41:22,639 --> 00:41:23,199 challenges? 877 00:41:23,360 --> 00:41:26,480 And you know, I always like I always try to do this. 878 00:41:26,719 --> 00:41:30,159 New Year's resolutions are you know will be like a huge thing. 879 00:41:30,320 --> 00:41:34,880 Um I try to say, pick one goal. 880 00:41:35,199 --> 00:41:36,159 What that's it. 881 00:41:36,320 --> 00:41:39,679 Don't do five, don't do, don't go down that that just one goal, 882 00:41:39,760 --> 00:41:44,400 and it's something like small of like, hey, I want to read a Wall 883 00:41:44,400 --> 00:41:47,119 Street Journal article one time a week, right? 884 00:41:47,840 --> 00:41:52,400 Something like those little tidbits build up and they will 885 00:41:52,400 --> 00:41:57,679 build habits, and that you will feel so good when you're like 886 00:41:57,840 --> 00:42:00,960 going into meetings and you're like, hey, you know, I read this 887 00:42:00,960 --> 00:42:03,920 Wall Street Journal article in like health tech industry, and 888 00:42:03,920 --> 00:42:05,199 it was saying blah blah blah. 889 00:42:05,360 --> 00:42:07,360 Like, has this have any impact on you? 890 00:42:07,519 --> 00:42:09,119 Like, have you seen anything? 891 00:42:09,360 --> 00:42:12,320 That like what a great conversation starter. 892 00:42:12,400 --> 00:42:14,960 It then send the journal article after, right? 893 00:42:15,039 --> 00:42:18,800 Like, yes, how many LinkedIn articles I've sent to customers, 894 00:42:18,960 --> 00:42:24,239 and again, like that data nerd, sure, like it I am that person, 895 00:42:24,480 --> 00:42:24,800 right? 896 00:42:24,960 --> 00:42:29,840 Um, it's it's really important that you kind of invest in you, 897 00:42:30,000 --> 00:42:35,599 and um, but like have fun, have fun in customer success. 898 00:42:35,679 --> 00:42:37,039 It is such a fun role. 899 00:42:37,360 --> 00:42:37,679 SPEAKER_00: It is. 900 00:42:37,840 --> 00:42:39,039 No, this is awesome. 901 00:42:39,199 --> 00:42:43,119 Um, I guess like without like in in terms of like wrapping up 902 00:42:43,119 --> 00:42:46,719 here, in terms of like ways in which we we mentioned a number 903 00:42:46,719 --> 00:42:49,519 of different resources in which people could go, but if there's 904 00:42:49,599 --> 00:42:53,119 if there's like, do you have any like books that you recommend or 905 00:42:53,119 --> 00:42:55,840 particular even podcasts that you like for other learning? 906 00:42:55,920 --> 00:42:58,320 Because obviously, like, you know, there's tons of different 907 00:42:58,320 --> 00:43:00,559 courses out there, but I'm curious as far as if there's any 908 00:43:00,559 --> 00:43:03,039 that you kind of gravit have gravitated to in the past that 909 00:43:03,039 --> 00:43:05,519 have been something to be worthy to mention to the audience. 910 00:43:05,760 --> 00:43:06,800 SPEAKER_02: Yeah, absolutely. 911 00:43:07,039 --> 00:43:09,840 Um, well, I guess it depends, right? 912 00:43:10,079 --> 00:43:12,559 Um, I have the book. 913 00:43:12,719 --> 00:43:17,440 I think it's um The Customer Success Professionals Handbook. 914 00:43:17,760 --> 00:43:18,559 SPEAKER_00: Okay, yep. 915 00:43:18,719 --> 00:43:19,039 Yeah. 916 00:43:19,280 --> 00:43:20,880 SPEAKER_02: That one, I'm like looking up here. 917 00:43:20,960 --> 00:43:26,480 I'm like, um and that one has been instrumental, right? 918 00:43:26,639 --> 00:43:29,360 Especially operationally speaking, different ways of 919 00:43:29,360 --> 00:43:29,760 thinking. 920 00:43:29,920 --> 00:43:31,519 That one's been really good. 921 00:43:31,920 --> 00:43:35,519 Um I think is it like the I I am halfway through. 922 00:43:35,679 --> 00:43:38,800 Is it the mind of a CEO or the brain of a CEO? 923 00:43:39,199 --> 00:43:40,480 SPEAKER_00: Oh, I'm not familiar with that one. 924 00:43:40,559 --> 00:43:41,199 That's interesting. 925 00:43:41,920 --> 00:43:42,400 SPEAKER_02: Like that. 926 00:43:42,639 --> 00:43:46,000 Um, that one is really good as well, especially for like 927 00:43:46,159 --> 00:43:51,440 articulating um mind of a CEO, the world's business leaders 928 00:43:51,599 --> 00:43:53,039 about talk about, yep. 929 00:43:53,360 --> 00:43:58,000 Yeah, that one is really good on by Jeff Jeffrey Gar Garden. 930 00:43:58,400 --> 00:44:02,159 Yes, it's that one is really um really good. 931 00:44:02,239 --> 00:44:07,760 And then uh for all of my like self-help people out there, um, 932 00:44:07,920 --> 00:44:10,079 I listen to a lot of Mel Robbins. 933 00:44:10,559 --> 00:44:11,360 SPEAKER_00: Okay, yeah. 934 00:44:11,679 --> 00:44:12,880 SPEAKER_02: Mel is great. 935 00:44:13,119 --> 00:44:19,440 I I love her her mindset, her thinking, and it's it's really 936 00:44:19,760 --> 00:44:21,760 straightforward, right? 937 00:44:21,920 --> 00:44:23,840 And it's small, right? 938 00:44:23,920 --> 00:44:28,880 I I think the when I give out like 9,000 things, I feel like 939 00:44:28,880 --> 00:44:32,639 people are like, whoa, like I that's it's scary, right? 940 00:44:32,800 --> 00:44:41,360 It's scary, versus if I go, hey, um, oh, it's the CEO mindset. 941 00:44:41,599 --> 00:44:42,800 That is the difference. 942 00:44:43,119 --> 00:44:44,320 That's the one I have. 943 00:44:44,480 --> 00:44:45,039 Um, sorry. 944 00:44:45,519 --> 00:44:46,239 SPEAKER_00: Okay, gotcha. 945 00:44:46,719 --> 00:44:47,840 SPEAKER_02: CEO mindset. 946 00:44:48,159 --> 00:44:53,039 Um so back to that. 947 00:44:53,119 --> 00:44:56,480 Like, but when I give just like small tidbits, right? 948 00:44:57,199 --> 00:44:58,480 Just start. 949 00:44:58,639 --> 00:45:03,519 I mean, what I love is start with your blueprint 306090. 950 00:45:04,719 --> 00:45:05,119 Right? 951 00:45:05,280 --> 00:45:09,199 Like start building your toolkit that works for you. 952 00:45:09,360 --> 00:45:13,280 Um, and having you know what's been helpful. 953 00:45:13,440 --> 00:45:17,519 If you think it can be an asset to a customer, build it. 954 00:45:18,000 --> 00:45:18,320 Right? 955 00:45:18,719 --> 00:45:18,880 SPEAKER_01: Sure. 956 00:45:19,599 --> 00:45:20,400 SPEAKER_02: And try it. 957 00:45:20,639 --> 00:45:22,719 Like, I like, hey, you know what? 958 00:45:22,800 --> 00:45:27,119 I've used this Google form to gather information. 959 00:45:27,280 --> 00:45:31,280 I've given, I've written out this instructions before and 960 00:45:31,280 --> 00:45:33,039 followed this format, right? 961 00:45:33,599 --> 00:45:36,559 Don't be afraid to share your knowledge. 962 00:45:36,880 --> 00:45:37,519 SPEAKER_00: Yes. 963 00:45:38,320 --> 00:45:38,880 Love it. 964 00:45:40,079 --> 00:45:40,880 This is great. 965 00:45:41,039 --> 00:45:44,000 Um, yeah, we'll we'll add the links to the dis uh in the 966 00:45:44,000 --> 00:45:45,440 description to all these. 967 00:45:45,599 --> 00:45:47,679 This was super helpful for the audience. 968 00:45:47,760 --> 00:45:50,480 I guess like where just where can everybody find you? 969 00:45:50,960 --> 00:45:54,159 SPEAKER_02: Yeah, um I am on LinkedIn. 970 00:45:56,320 --> 00:45:58,239 Yeah, I am definitely on LinkedIn. 971 00:45:58,400 --> 00:45:59,440 You can find me. 972 00:45:59,599 --> 00:46:03,119 Um, I think it's Jessica, it's Jessica Sevos. 973 00:46:03,280 --> 00:46:08,639 Um, but you can also, you know, I think I have it as JL Sevos. 974 00:46:09,039 --> 00:46:11,119 You can message me there. 975 00:46:11,679 --> 00:46:14,000 I'm really responsive on it. 976 00:46:14,159 --> 00:46:18,880 Um, you can add me just to I post a lot of stuff, um, 977 00:46:19,039 --> 00:46:22,079 especially around go to market and customer success. 978 00:46:22,239 --> 00:46:26,400 If anybody's interested, I think go to market and CS are is a 979 00:46:26,400 --> 00:46:30,320 huge link in a chain, and we need to be talking about it 980 00:46:30,320 --> 00:46:30,559 more. 981 00:46:30,800 --> 00:46:33,199 So um I have that out there. 982 00:46:33,280 --> 00:46:38,000 So, yes, please if you want, and I love coffee. 983 00:46:38,239 --> 00:46:42,320 So if you ever need 15 minutes to chat, let's see if we can 984 00:46:42,320 --> 00:46:43,039 find a time. 985 00:46:43,280 --> 00:46:43,760 SPEAKER_00: I love it. 986 00:46:43,840 --> 00:46:44,800 No, this is awesome. 987 00:46:44,960 --> 00:46:45,519 This is awesome. 988 00:46:45,599 --> 00:46:46,159 Yeah, definitely. 989 00:46:46,239 --> 00:46:49,199 We'll include your your LinkedIn in the description too, so that 990 00:46:49,199 --> 00:46:50,239 everyone could kind of connect. 991 00:46:50,320 --> 00:46:53,440 But uh bless it, Jess, great conversation, lots of great 992 00:46:53,440 --> 00:46:54,079 learnings here. 993 00:46:54,239 --> 00:46:55,519 Thanks so much for coming on the show. 994 00:46:55,599 --> 00:46:57,440 Look forward to you know catching up again soon. 995 00:46:57,679 --> 00:46:59,440 SPEAKER_02: I know, yes, me too. 996 00:46:59,599 --> 00:47:00,639 Thank you so much. 997 00:47:00,880 --> 00:47:01,360 SPEAKER_00: Awesome. 998 00:47:01,440 --> 00:47:02,400 Thanks, Jess. 999 00:47:02,880 --> 00:47:04,719 That's a wrap for today's episode. 1000 00:47:04,880 --> 00:47:06,079 Thanks so much for listening. 1001 00:47:06,239 --> 00:47:09,039 If you got some value from this conversation, hit subscribe, 1002 00:47:09,199 --> 00:47:12,239 leave a rating or review, and share it with someone who's also 1003 00:47:12,239 --> 00:47:15,679 out there trying to build a better customer success or 1004 00:47:15,679 --> 00:47:18,960 go-to-market strategy, even if it's messy along the way. 1005 00:47:19,119 --> 00:47:22,320 And if you want more frameworks, tools, automated playbooks, 1006 00:47:22,400 --> 00:47:25,920 check out Johda'sTechTouch.com and subscribe to our newsletter. 1007 00:47:26,000 --> 00:47:27,760 That link is in the description. 1008 00:47:28,079 --> 00:47:29,599 Thanks so much for being here. 1009 00:47:29,760 --> 00:47:32,880 Keep building, keep learning, and I'll catch you on the next 1010 00:47:32,880 --> 00:47:33,119 one. 1011 00:47:33,519 --> 00:47:37,440 Quick note before we wrap: this podcast is for educational and 1012 00:47:37,440 --> 00:47:39,039 informational purposes only. 1013 00:47:39,199 --> 00:47:42,800 The ideas and opinions shared here are of my own or those of 1014 00:47:42,800 --> 00:47:46,719 my guests, and don't reflect the views of any current or former 1015 00:47:46,719 --> 00:47:48,719 employers, clients, or partners. 1016 00:47:48,960 --> 00:47:52,159 We might reference tools, platforms, or companies, but 1017 00:47:52,159 --> 00:47:55,119 nothing shared here should be taken as fact, endorsement, or 1018 00:47:55,119 --> 00:47:55,760 criticism. 1019 00:47:56,000 --> 00:47:59,440 Do your own research and always consult your team or legal 1020 00:47:59,440 --> 00:48:01,920 counsel when making any business decisions. 1021 00:48:02,239 --> 00:48:06,000 This content is not legal, financial, or business advice. 1022 00:48:06,159 --> 00:48:10,079 It's just us sharing what's worked, what hasn't, and how 1023 00:48:10,079 --> 00:48:11,280 we've learned from both. 1024 00:48:11,760 --> 00:48:13,199 So thanks again for joining us. 1025 00:48:13,440 --> 00:48:14,400 We'll see you next time.