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Tag: customer success

  • ‘The Customer Success Talent Playbook’ Is Here to Level Up Teams

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    Since its inception in the 1990s, customer success (CS) has evolved from a reactive support function to a proactive growth engine. It has grown up in the SaaS era and the AI-assisted age. Now, it is at a pivotal point to drive AI-native company success. Yet many companies still struggle to fully harness the full potential of CS. Often, outdated approaches to talent acquisition, development, and progression within their CS teams weigh them down. That’s precisely why I co-wrote The Customer Success Talent Playbook, a new book designed to fundamentally change how organizations perceive and cultivate customer success. 

    For too long, customer success has been viewed as a role for individuals with excellent people skills or a background in traditional account management. While these traits are valuable, they represent only a fraction of what’s truly needed for strategic customer success in the modern era. This book shares strategies for all sides, CSMs to leaders, job seekers to hiring managers, to learn how to grow and thrive in this fast-moving function.  

    A playbook for modern customer success 

    The Customer Success Talent Playbook provides a comprehensive framework for CS transformation through standardization. It delves into critical areas, including: 

    • Defining the modern recruiting process. The book outlines the specific competencies and skill sets required for success in various CS roles. This ranges from individual contributors to leadership positions.  
    • Strategic titling and compensation. A well-crafted title is a set of expectations and an external signal to the market. Without them, individuals and companies can drown in mismatches and costs. This book outlines common pitfalls and how to easily overcome them. 
    • Measuring and optimizing CS progression. This book guides leaders and individuals on how to plan for, hire, and grow through skill progression and competencies. 
    • Building effectiveness through fit. Finding the right company or job is key to balancing employee retention and effectiveness. It not only reduces costs long term, but also drives results through fit as a framework. 
    • Networking to grow and evolve. The best enabler of growth and leadership is whom you know and what help they give you. This book dives into the how, what, and who of networking and community for growth. 
    • Developing a culture of continuous learning. The customer success landscape is constantly evolving. This book highlights the importance of ongoing training and development to ensure CS professionals are equipped with the latest knowledge and skills. 

    The value of investing in CS talent 

    The Customer Success Talent Playbook, now available on Amazon, is a call to action for businesses to rethink their investment in CS talent. It’s not just about filling a role. It’s about strategically building a team that will be the foundation of your customer strategy, driving long-term value and sustainable growth. By adopting the principles and practices, companies can truly transform their customer success teams. They will shift from unclear operational cost centers to well-defined profit drivers, ensuring their customers not only stay but thrive alongside them. 

    The opinions expressed here by Inc.com columnists are their own, not those of Inc.com.

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    Parul Bhandari

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  • Arlette Reyes Joins WrkSpot as the New Head of Customer Success

    Arlette Reyes Joins WrkSpot as the New Head of Customer Success

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    Press Release
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    Dec 22, 2022 06:01 PST


    ARCADIA, Calif., December 22, 2022 (Newswire.com)
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    WrkSpot is pleased to announce the appointment of Arlette Reyes as its new head of Customer Success. With nearly 25 years of experience in the customer service industry, Reyes brings a wealth of knowledge and expertise to the role. As head of Customer Success, Reyes will be responsible for leading end-to-end customer success operations and overseeing training and onboarding for the organization.

    “Arlette’s role is pivotal in creating and executing our roadmap for sales growth,” said Raja Epsilon, Founder and CEO of WrkSpot. “Her extensive customer service background and passion for helping others make her the perfect fit for this role. We are confident that she will be a valuable asset to our team and help us continue delivering the exceptional customer experience that WrkSpot is known for.”

    Reyes is excited to join the WrkSpot team and is looking forward to helping the company continue to grow and succeed. She will work closely with the rest of the WrkSpot team to ensure that all customers receive the highest level of service and support.

    Reyes’ previous appointments include managing customer service and account teams at Walt Disney World® in Orlando, Florida; Wyndham Grand Orlando Resort Bonnet Creek; Booking.com; and, most recently, at hotel booking engine Avvio.

    “I’m delighted to be part of the growing WrkSpot team and to work alongside diligent and brilliant minds,” Reyes said. “My main focus will be to take the end-user experience to the next level, embracing 100% product and tools adoption so customers get the full advantage of our productivity platform. I aim to have every hotel business implement and use 100% of our solution.”

    Her experience in customer success is in direct alignment with the organization’s priority of improving its time-to-value (TTV) performance, which determines how fast a product or service provides value to the customer. TTV is a significant key performance indicator, especially within the software-as-a-service (SaaS) industry, to determine how fast customers will benefit from a product after making a purchase.

    WrkSpot is well-positioned to continue delivering industry-leading customer service and support and looks forward to continued success under Arlette’s leadership. “We help companies stay organized and connected daily by improving team communication. This is the secret to growing productivity by fully enriching the areas that considerably impact the bottom line, which translates to increased employee stability and supports employee retention,” she added.

    To learn more, visit www.wrkspot.com.

    About WrkSpot
    WrkSpot, founded in 2017, is the developer of a revolutionary software suite for hotel portfolio management that integrates HRIS, operations management and communication in a single app. By managing and engaging staff, controlling costs and streamlining operations, and improving compliance and safety, WrkSpot allows hotel managers to avoid being bogged down by the unavoidable details of hotel operations. To learn more, visit www.wrkspot.com.

    Source: WrkSpot

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