Profile
Rebecca Warren

Rebecca Warren

Director, Customer Success, Eightfold

Content

Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 17
Been there, done that! IMO, it’s pretty simple – start with who is screaming the loudest and why. Take what they are frustrated about, ask them to prioritize their needs, and then see about knocking them off, one at a time. You can’t fix everything overnight, but get a win under your belt, and th...Read More
3666 Views
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 17
I’ve been at Eightfold for just over 2 years now, moving over to customer success from a 20+ year career in Talent Acquisition, so remember that my experience is unique vs. a traditional CS career path. I was the first CSM to join the EF team, reporting into a leader who had created the group fro...Read More
3643 Views
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 17
These might be more generic than what you are looking for, but in your first 3 months, there is so much to learn, and every organization is different. Some of the best advice given to me by previous leaders when I tried to do all the things right when I started – “you can’t boil the ocean. Breath...Read More
3252 Views
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 17
I love this question! My top 4 thoughts: * Every sales team is different. Find out how they work – in Eightfold, we have Account Executives (they are front end pre-sales deal closers), Account Managers (focused on install base after implementation), Sales Development Reps (responsibl...Read More
2800 Views
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessJanuary 17
As with any time you join a new company, listen, listen, listen, and THEN ask, ask, ask! I highly suggest driving those 1:1s if they aren’t already scheduled for you, and then spend time understanding the internal processes (and why they were built the way they are). I would stay away from “well,...Read More
2264 Views
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessApril 17

Our current path goes CSM - Sr. CSM - Principal CSM - Mgr, CSM - Dir, CSM - Sr Dir, CSM.

I think there are options along the way as well to move into or come from pre-sales, sales, marketing, product, ops, or talent acquisition, depending on how your organization is set up.

641 Views
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessApril 17
I’ll share 2 questions – one is behavioral based, and one is situational. One of our core values is Extreme Ownership. I ask candidates to “Tell me about a time when you had to convince someone to do something in order for you to meet a goal or deadline. Why did you need to convince them? What w...Read More
423 Views
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessApril 17

It depends on the level, but the main ones for us are retention (making renewal a non-event), increased customer usage and adoption/engagement, connection to the company values, strong, multi-threaded relationships with customers, and upsells/account expansion which increases product stickiness.

390 Views
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessApril 17
Some things to consider: * Able to influence internally at all levels of your organization * Able to build rapport with customers at different levels in their organization * Look at problems and solutions from a “outcomes” viewpoint first (what are we solving for) * Break problems d...Read More
385 Views
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer SuccessApril 17
* I think customers will continue to expect quick yet complex answers - our products and platforms will need to be able to keep up by offering more access and self-service options. CSMs need to be able to respond with speed and accuracy, which means they need to know the product themsel...Read More
368 Views
Credentials & Highlights
Director, Customer Success at Eightfold
Top Customer Success Mentor List
Top 10 Customer Success Contributor
Knows About Product Adoption, Customer Success 30 / 60 / 90 Day Plan, Customer Experience, Custom...more