Profile
Jessica Broderick

Jessica Broderick

VP, Client Solutions Management, North America, Yext

Content

Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaApril 13
The best customer success candidates possess the following traits: * Relationship Building Skills. The ability to develop positive, trust-based relationships while adding value to the client and team. * Intellectual Capability & Curiosity. The desire to proactively seek out and learn a...Read More
1023 Views
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaAugust 2
The best type of content for a customer is dependent on their technical abilities, learning style, and end goal. Because of this, it is important to provide the right content for the right person at the right time. Here are some examples of the top content assets based on role: * Technical Us...Read More
1000 Views
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaAugust 2
The CSM is an internal and external advocate for the customers they support. Because of this, it is important for them to collaborate with internal teams to ensure clients have everything they need to be successful and adopt the product. As an example, customers will often make feature requests ...Read More
933 Views
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaAugust 2
The biggest red flag for a customer not adopting the product is low user engagement in the platform. If no one is logging in to the product on a regular cadence it can mean that they don't see it as business critical. The best way to gameplan for this is to identify power users during the onboard...Read More
897 Views
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaAugust 2
These are some of the most common reasons why a customer isn't adopting your product: 1. They find it difficult to use. 2. They do not have the service and support they require to be successful. 3. They are not seeing and/or do not understand the value it provides to their business. ...Read More
855 Views
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaAugust 2
Client onboarding plays a critical role in driving product adoption because it lays the foundation for their understanding of the technology and how to use it. The quicker they adopt the product, the sooner they will start seeing value. The following techniques are key to a successful onboarding:...Read More
825 Views
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaAugust 2
The most successful way to gain momentum and create a sense of urgency for product adoption is to tie it to an immediate business need or strategic initiative for the client. Here are a couple of tactics I find helpful: * Repurpose a weekly or monthly touchpoint with the client and use it to ...Read More
809 Views
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaApril 13
The first step to knowing if a client is at risk of churning is to identify the potential warning signs: * Lack of Engagement * Client Turnover * Service/Support Issues * Economic Climate * Poor Performance * Low CSAT/NPS Scores Once you understand what to look for you can better assess r...Read More
751 Views
Jessica Broderick
Jessica Broderick
Yext VP, Client Solutions Management, North AmericaApril 13
The most important aspect of communicating customer success activities to the company is identifying what each department cares about. The update provided to a Sales team looks very different than what would be delivered to a Product team. This ensures the updates have value to the people consumi...Read More
620 Views
Credentials & Highlights
VP, Client Solutions Management, North America at Yext
Customer Success AMA Contributor
Knows About Product Adoption, Customer Success / Customer Support Alignment, Scaling a Customer S...more