AMA: Confluent Senior Director, Customer Success EMEA, Conor Holmes on Customer Success 30 / 60 / 90 Day Plan

Quick wins will be based on the situation of the organistion, however here's a few that I would think about; Implemented a rolling 4-quarter forecast to move the team from reactive to proactive resource planning Reduced customer onboarding time by x%, generating y$'s revenue recognition Created a health scoring methodology that has identifed x amunt of customer who have a health score of y and need immediate intervention to save $z amount revenue Identifed x amount of adoption potential that wil ...Read More

Here's what I would ask: What are your top three priorities this quarter, and where do you see our team potentially helping or hindering those goals? Is there a specific hand-off point between our teams that does not work well or could be improved? Who are the top performers in your team making an outsized impact that I should get to know? If we could get you more resource and budget, what would you do with it? If we could fix one friction point in the customer journey tomorrow, which one would ...Read More

My first 30 day actions would be, review current state and begin assessment Current State Assessment: Conduct a comprehensive internal "listening tour" across departments (Sales, Product, etc.) to identify go-to-market friction points and understand current team responsibilities. Do as much of this pre starting as possible, you may not get a 30 day window to conduct this without showing some signals of traction. Speak directly with customers to gather firsthand feedback. Analyze existing data to ...Read More