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AMA: Oracle VP Customer Success & Solution Architect, Manil Vasantha on Customer Success Soft and Hard Skills
January 17 @ 11:00AM PST
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Oracle VP Customer Success & Solution Architect, Manil Vasantha on Customer Success Soft and Hard Skills
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Manil Vasantha
Freelance Information Technology Consultant • January 17
Some essential hard skills that are considered must-haves for a customer success leader include: (must have does not necessarily mean now - you can and should be trained on the job) • Analytical skills: the ability to analyze customer data and metrics to identify trends and opportunities for i......Read More
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Manil Vasantha
Freelance Information Technology Consultant • January 17
Even fresh graduates come with some set of soft skills. A good communicator who worked in small groups on projects or even played on a team comes with valuable soft skills. Hard skills can be learned on the job and over time. Great question. However, it gives little room for new graduates. You e......Read More
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Manil Vasantha
Freelance Information Technology Consultant • January 17
Retaining talent is a challenge for any company at any point in time. Customer Success is only a piece of the puzzle. Employees quit because they are unhappy with the culture, compensation, growth, and manager. Let us start with culture, specifically around Customer Success. To see a company’s......Read More
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Manil Vasantha
Freelance Information Technology Consultant • January 17
Core skills are a combination of both soft and hard skills. Communication skills, analytical skills, problem-solving skills, product knowledge, and inter-departmental and intra-departmental relationship building. Emotional intelligence is something you must have and believe at your core. This ......Read More
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Manil Vasantha
Freelance Information Technology Consultant • January 17
Communication and mental fortitude are essential soft skills, and Product and Industry knowledge are essential hard skills one must have as a core strength. Customer Success Associates/Customer Success Managers/Director Customer Success - all need to have or eventually have some essential soft s......Read More
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Manil Vasantha
Freelance Information Technology Consultant • January 17
While it takes many qualities to be a good Customer Success individual, it takes a lot less to become one. You can transition into a Customer Success role from any role. In my career, I have seen many folks transition into Customer Success roles. Not because they were in a dead-end job but becaus......Read More
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Manil Vasantha
Freelance Information Technology Consultant • January 17
For recent graduates who are interested in entering the field of customer success, there are a few critical pieces of advice to keep in mind: • Gaining relevant experience: Look for opportunities to gain experience in customer-facing roles, such as internships or entry-level positions in custo......Read More
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Manil Vasantha
Freelance Information Technology Consultant • January 17
The best customer success candidates: • Communication skills: The ability to communicate with customers and all stakeholders clearly and effectively. • Customer-centric mindset: The ability to put oneself in the customer's shoes and understand their needs, pain points, and goals. A genuine pa......Read More
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Manil Vasantha
Freelance Information Technology Consultant • January 17
For me personally, the decision was easy. I moved from technical support to Customer Success. They combine in what we deliver called Customer Experience—transitioning a customer from pre-sales to post-sales and then a steady state followed by expansion. It is called the customer journey or roadma......Read More
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