Profile
John Brunkard

John Brunkard

Vice President of Customer Success APJ, Sitecore
About
An accomplished and results driven Customer Success and Experience Executive Leader with a proven track record of successful leadership across the entire customer journey. A proven record in building and leading high performance, customer-focused ...more

Content

John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJNovember 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
1444 Views
John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJMay 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
851 Views
John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJApril 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
777 Views
John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJApril 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
743 Views
John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJNovember 2
Here are some of the ways that we use to foster collaboration and communication between customer success, sales, marketing, and other departments within the organization.   Conduct Regular Sessions with Internal Stakeholders: Customer Success Leaders schedule routine cross-functional sessions ...Read More
690 Views
John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJNovember 2
I previously answered this type question for CSMs however this time I will put in some resources that are more focussed on Customer Success Leaders. Here is the link to the previous answer.  These are some books I would recommend specifically for Customer Success Leaders...in no particular order...Read More
687 Views
John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJNovember 2
Setting realistic goals for customer success teams and regularly reviewing and adjusting these goals is essential to ensure alignment with company objectives and adapt to changing market conditions. Here's how we approach goal setting and the frequency of review and adjustment: Goal Alignment: ...Read More
679 Views
John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJNovember 2
1. Know where you are - Data Analysis - Assess the current performance of your team. Review your active customer list - How many accounts per CSM, Total Portfolio ARR per CSM, active customers, customer health. Look at churn / retention and expansion rates. Looks at CSat or NPS 2. ...Read More
674 Views
John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJNovember 2
* Churn: Retaining existing customers, ensuring they achieve their desired outcomes, and receive value. * Proactively engage with customers to identify potential issues. * Regularly assess customer health and usage patterns. * Provide personalized recommendations and reso...Read More
668 Views
John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJNovember 2
Handling team challenges and conflicts in a customer success department is a critical aspect of maintaining a high-performing and harmonious team. It's important to foster an environment where healthy conflict can be harnessed for growth and innovation, while also adhering to company values, obje...Read More
666 Views
Credentials & Highlights
Vice President of Customer Success APJ at Sitecore
Formerly Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic
Top Customer Success Mentor List
Top 10 Customer Success Contributor
Studied at Masters Science Management of Technology
Lives In Singapore
Knows About Customer Success / Sales Alignment, Customer Success Soft and Hard Skills, Developing...more
Speaks English