When people think about Customer Success, their first thought may be around a business-customer relationship, when the work that takes place behind the scenes, within the team, is even more important. In today’s episode, our host, Adam Joseph, is joined by Troy Pratley, Head of Customer Success at Amplience, to chat about the magic of great teams in the CS field. Tune in to learn all about the impact of an illustrative score card, how to build credibility and trust with your team members, and the importance of motivating your collaborators and nurturing your professional relationships. Building a great team takes some work, but the fruits will certainly be remarkable!
Jump straight into:
(01:25) - On Troy’s background as a successful CS professional - “It has given me a great view on how to work with other individuals and teams, and understand ultimately what drives them.”
(05:37) - Making the CS philosophy more prominent and helping it to be taken more seriously - “A customer wants to be with a trusting partner and you want to build a good relationship with the customer as well.”
(11:51) - The importance of measuring and reporting your team’s impact, and how to develop an efficient score card - “For CS to be taken seriously in your business you need to be able to present data.”
(18:46) - It all starts from within: how to set up your team for success - “You want to be a strong glue, but you can only do that by having conversations and building strong relationships with everybody in the business.”
Resources
Connect with Troy via LinkedIn
Amplience
Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.
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