Communities
Sign Up / Sign In
John Brunkard
Senior Director, Head of Customer Success APJ, Sitecore
Content
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • April 28
I am assuming this question is about career progression and movement to the next grade level. You should have a growth mindset and a desire to continuously improve, develop and learn. Here are some areas to consider focussing on. 1. Focus on results that matter for your current role (OKRs / M......Read More
617 Views
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • May 1
This somewhat depends on the company and its products. In general I would say that having technical skills can be helpful for a CSM…an additional plus in the trusted advisor role. The CSM's primary responsibility is to develop strong relationships with the customers key stakeholders, understa......Read More
545 Views
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • April 21
Here are some of my favourite links. Web Sites * Customer Success Box – Top 50 resources for customer success * Customer Success Network * Customer Success Association * Gain Grow Retain * Gainsight - The Ultimate List of Customer Success Resources for 2023 * Remark-able * Hubspot Cust......Read More
525 Views
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • May 4
Let me answer this from the perspective of some of the things that frustrate me and my team. 1. When the role is misunderstood or confused with that of Customer Service or Single point of contact for everything. 2. When internal teams are unresponsive or uncooperative. This can can hinder......Read More
523 Views
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • May 4
Here are some suggestions that come to mind? 1. Gain relevant experience in other customer facing roles to build up the skills that can be reapplied and are relevant to the role of a CSM. Also be prepared to start at a lower level and work your way up. 2. Develop a strong understan......Read More
510 Views
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • May 4
Here are a few areas to consider. 1. Financial Factors: Is the overall economy healthy. A salary increase may be dependant on how the company is performing; Are the financial objectives at or above target and can the company therefore allocate budget for salary adjustments 2.......Read More
499 Views
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • April 21
There are many possible paths for a Customer Success Manager. Some examples are; Individual Contributor (IC) Path * Associate Customer Success Manager => * Customer Success Manager => * Senior Customer Success Manager (Enterprise Accounts) => * Principal Customer Success Manager (Large ......Read More
498 Views
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • April 28
I have many different questions and always include some scenario based questions to see how they would handle those. Often I start with a very fundamental question along the lines of; "Tell my why you want to be a Customer Success Manager? What motivates you for this type of role? A good answer......Read More
494 Views
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • November 2
Here are some strategies that I use to inspire and motivate my Customer Success team: Set Clear and Achievable Goals: It is important to set clear, specific, and achievable goals for your team. At Sitecore we use the Objectives - Key Results (OKRs) approach. These OKRs align with the company's ......Read More
493 Views
John Brunkard
Sitecore Senior Director, Head of Customer Success APJ • May 3
I am assuming this is while maintaining an individual contributor role. * Consistently meet and exceed your KPIs. * Be the go to person for Customer Success within your organization. Mentor and Coach other CSM team members globally. Be the subject matter expert within your department f......Read More
487 Views
Credentials & Highlights
Senior Director, Head of Customer Success APJ at Sitecore
Knows About Customer Success / Customer Support Alignment, Customer Success / Sales Alignment, Cu......more