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How do you set about learning the products at your new company, and how deeply do you aim to understand them?

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2 Answers
Customer Success 30 / 60 / 90 Day Plan
  1. John Brunkard
    John Brunkard

    Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 1mo

    I’d answer this in two parts: how I learn and how deep I go (for me and for CSMs). --- 1. How I set about learning the product I don’t start with the feature list; I start with the problems it solves. - Do the sales onboarding. Sit in/redo AE onboarding: ICP, value prop, common use cases, demos. This anchors why customers buy. - Shadow real customer interactions. - New logo demos and POCs (Sales) - Onboarding calls (CS / PS) - Support escalations (Support / Eng) You quickly see what lands, what ...Read More

    324 Views
  2. Conor Holmes
    Conor Holmes

    Confluent Senior Director of CS & Account Management • 4mo

    I'd learn about the product in a few phases

    1. Market fit - looking at the product market fit and total addressable market

    2. Understand the user journey - if possible sign up for the product and see what the experience looks like when actually using it

    3. High level technical architecture - Learn to be able to explain the high level technicalities of the product without an SE supporting you

    391 Views

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