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Are CSMs with Experience Not as Good as Those with Expertise? ft. Szuyin Leow (Transcend)
Manage episode 398503534 series 3373995
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#updateai #customersuccess #saas #business
Szuyin Leow, VP of Customer Experience at Transcend joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the importance of hiring subject matter experts in customer success and the impact of personal experiences on professional development.
Timestamps
0:00 - Preview
0:36 - BS & Intros
4:04 - Meet Szuyin
6:08 - Need for GDPR rules
8:25 - Kristi is not friends with Josh
8:55 - CS & CS tool stack at Transcend
13:51 - Hiring a CSM for renewals
17:45 - Kristi is insecure about not having a consulting background
25:41 - Pick a leader, not a job
26:54 - Identifying superpowers
28:50 - You don't need a CS background 32:10 - Szuyin's husband is a YouTuber.
34:00 - Personalizing interactions beyond the monkey sphere 43:15 - Simplifying customer experience
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👉 Connect with the guest Szuyin Leow: https://www.linkedin.com/in/szuyinleow/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
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Keywords:
How to keep your customers happy
customer success manager
customer support
customer success management
Customer Success Manager role
hiring tips for customer success
steps in hiring a customer success manager
consulting and customer success
experience versus expertise
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