Shona Fenner

Sr. Customer Success Operations Manager, 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

PetDesk Sr. Customer Success Operations Manager • February 22

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 jo......Read More

878 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

PetDesk Sr. Customer Success Operations Manager • April 19

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 a......Read More

284 Views

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

Shona Fenner

PetDesk Sr. Customer Success Operations Manager • April 19

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 ......Read More

271 Views

Credentials & Highlights

Sr. Customer Success Operations Manager at PetDesk

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Product Marketing Community

Product Management Community

Demand Generation Community

Revenue Operations Community

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