Nicole Alrubaiy

AMA: Jellyfish Senior Vice President, Customer Success, Nicole Alrubaiy on Influencing the C-Suite

April 9 @ 10:00AM PST
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Jellyfish Senior Vice President, Customer Success, Nicole Alrubaiy on Influencing the C-Suite
Top Questions
How do we work with our Exec team to help narrow down what we focus on?
Customer success managers often get pulled in several directions and everything feels urgent.
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessApril 9
Great question! I've fallen in this trap so I'm speaking from experience here. You need to lead the conversation here and find the right answer, and don't just take orders from the various departments on what they want CS to focus on. Being too responsive here (rather than proactive) is how we la...Read More
386 Views
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Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessApril 9
Ultimately, the executive team wants to know that the business is healthy and growing, and that they won't have any surprises coming at them. I see a lot of discomfort / unfamiliarity with the Customer Success teams among executives because the field is still relatively new, doesn't always have c...Read More
408 Views
1 request
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessApril 9
You can go two ways here with respect to metrics. 1. Use a metric they know and understand 1. Pros: They can engage with it, they have an understanding of why it may be going up or down and a sense of how they can help influence it. 2. Cons: It might not be the best mea...Read More
668 Views
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Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessApril 9
Is it okay to say all of the other execs? I'm not joking when I say the Customer Success / Customer business is central to the company and needs to align with everyone. * Sales - We need to tightly align on what kinds of deals we want to bring in and how we'll serve them. I need to get Sale...Read More
410 Views
1 request
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessApril 9
It's important to understand the goals of your company and your part in them. Only then can you really have a well-thought and engaging interaction with a C-level leader regarding the business. I sometimes see folks early in their career eager to share new ideas, but without the relevance to t...Read More
406 Views
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Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer SuccessApril 9
Early in my career, I didn't. I was at a larger company with many functional and department heads. Not everyone will/should work directly with the C suite, but if the work you're doing has a high impact on the entire company, you will. My first real work with the C suite was when I was buildin...Read More
406 Views
1 request