A term that repeatedly pops up these days is “Customer Success”. I didn’t see it used much when I changed jobs in 2014 but now many companies have this role or function. There is a lot of confusion regarding the term with no a solid definition of what Customer Success is nor the job roles that are defined by it.
In this session we'll discuss a definition, history, characteristics and why this function is so critical today, especially in the SaaS world.
Hello! I have a passion for creating amazing service/support user experiences. My career has been devoted to moving organizations from chaos to Customer Success by enabling reactive to proactive services and support transformation.
What I know today, I learned in kindergarten...well, almost. I sharpened my technical chops doing TS at Control Data and programming as a Continuation Engineer at Lee Data/Apertus Technologies. I moved into a technical manager role at Apertus and never looked back. Recent gigs include leading Global Services & Success at QLogic Corp. and Nexsan/Imation.
Along the way, I've been privileged to build and improve several Tech Support, Service Sales & Marketing, Logistics/3PL, eLearning Development/Delivery, Service Operations, PS and Customer Success teams.
I have an M.S. in Computer & Information Science from the University of MN, a B.A. in Math & Economics from St. Olaf College and am a Certified ScrumMaster.
I enjoy cycling, playing the trombone and caring for my wife and two grown daughters.