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Introducing Customer Success in a Hyper Growth Business Image

Introducing Customer Success in a Hyper Growth Business

By Silvia Atanasova

In the 14th episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with Tom Vane, Head of Customer Success at Totaljobs Group.

Listen to the full episode and access Adam’s summary by unlocking the content.

Adopting a Customer Success methodology that’s able to scale efficiently requires a deep understanding of workflows, people, and tools capable of ensuring an empathetic experience for clients and customers. Today we have a conversation with Tom Vane, Head of Customer Success at Totaljobs, to explore more on these components and learn about the overall performance results and benefits within a complete CS strategy adaptation. Join us in this episode full of CS leadership insights and inspiring stories from Tom and his work at Totaljobs.

Jump straight into:

  • (04:44) – Time for adaptation: Realizing your company needs a CS team and plan – “A customer’s decision is now based on the all-round experience they have from the moment they talk to you all the way through to that renewal conversation and rendering.”
  • (10:12) – Establishing processes, workflows, and customer journey maps – “We had to look at the individual customer segments and say: What do we need to improve the experience for these customers when they’re working with us on a day-to-day basis?”
  • (13:33) – Effective CS team leadership: Selecting the right skill sets and values – “You need people able to get in front of clients and articulate things, but also be able to turn internally and have those conversations with other internal teams.”
  • (17:12) – The perks of dedicated CS technology implementation – “We needed something that brought all our data together and that allowed us to communicate en masse to different segments of customers. We needed that help and support to be able to scale as efficiently.”
  • (21:29) – The outcomes of a complete CS strategy execution – “The impact that we’ve been able to have on customer sentiment and loyalty has grown 300%.”

Resources

Connect with Tom via LinkedIn

Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.

This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.com, send us an email at info@studiopodsf.com or contact us through our social media channels as @studiopodsf.

The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts. This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with their services, visit their website, send them an email at info@studiopodsf.com, or contact them through social media @studiopodsf.

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