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Shona Fenner

Shona Fenner

Sr. Customer Success Operations Manager at PetDesk

Content

Do I need to have a CS ops role? When should I think about one if we don’t have one. Should this role report to Revops or somewhere else?

Shona Fenner
Shona Fenner

PetDesk Sr. Customer Success Operations Manager • 3y

Well... does your team use repeatable processes? Do you send customer communication campaigns? Do you need better customer insights or to start determining the "health" of your customers? If yes, then CS Ops can help! Having CS Ops report into RevOps helps keep the intricacies of your customer journey a part of Sales and Marketing initiatives, and it ensures collaboration when dealing with your most valuable resource - customers!  Depending on your industry and business, the timing for adding th ...Read More

969 Views

Marketing and sales don’t understand the reasons that drive lost renewals and they just seem to blame CS. How can revops help align with all departments so that we can all work together to understand the challenges facing renewals?

Shona Fenner
Shona Fenner

PetDesk Sr. Customer Success Operations Manager • 3y

Not to be overly generalistic, but is the reporting on lost renewal reasons clear and accessible? 

If not, that's not helping the blame game. We're all human, and without data to guide our understanding and foster alignment on changes to features, processes, or pricing structure, we'll react assumptively. 

318 Views

How can revops and the CS leader work together without anyone feeling like revops is “stepping on cs toes?”

Shona Fenner
Shona Fenner

PetDesk Sr. Customer Success Operations Manager • 3y

Treat CX and any CS software like a product!

Build and maintain a product roadmap and share it often, gather feedback actively, groom your backlog of tasks and ideas, and use shared objectives to drive initiatives coming from RevOps and CS leadership. CS will see their needs and wants on that roadmap, but with an clear understanding of what may come first (and why), CS will also see RevOps solving problems before they hurt CS (which is literally magic). 

300 Views