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What methods do you use to identify and develop talent within your customer success team?

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3 Answers
Customer Success Leadership
  1. Agatha Hood
    Agatha Hood

    Unity Vice President Operations & Customer Success • 10mo

    Identifying and developing talent within the customer success team includes both universal methods like regular performance reviews, 1:1 discussions, and personalized growth plans, as well as opportunities to run and participate in stretch projects as our team sits at the cross section of so many others - marketing, sales, product, engineering, etc.  Encourage everyone to discuss a growth plan with their manager that not only include linear progression, but also interests and stretch projects Ma ...Read More

    1,664 Views
  2. Craig Woods
    Craig Woods

    SurveyMonkey Senior Director of Customer Success • 1y

    Top talent often identifies itself more than the other way round and it boils down to value generation on whatever task or project they're working on. A top talent will nearly always put the accountability on themselves to deliver, not as a check box exercise but because they truly care about the work they do and how it helps those around them. One area I have consistently coached against in the customer success space is encouraging those performers to self-advocate and confidently share out the ...Read More

    1,489 Views
  3. John Brunkard
    John Brunkard

    Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y

    To identify and develop talent within our Customer Success team, we employ a multifaceted approach that encompasses recruitment, structured assessment frameworks, performance management, and individual development plans. Here's a brief on how we go about it: Recruitment Process: Talent identification starts with our recruitment process, which is focused on assessing candidates for attitude, aptitude, values alignment, and their potential cultural contribution. We aim to bring in individuals who ...Read More

    1,041 Views

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