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Intersecting Customer Success and Account Management for Value Delivery ft. Emily Lockhart (Percona)
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Emily Lockhart, VP of Customer Success at Percona, joins the hosts Kristi Faltorusso, & Josh Schachter. They discuss the importance of value delivery in partnerships, building proactive customer relationships, utilizing AI and technology to enhance efficiency, and automating playbooks, hiring for CS roles. Kristi also explains the difference between product and customer advisory boards and their significance.
Timestamps
0:00 - Preview & Intros
3:10 - Customer Success at Percona
4:30 - Customer Success Account Managers
7:07 - Breaking into Customer Success
10:55 - Fostering relationships with customers to focus on value delivery
18:30 - Prioritising High Touch & Tech Touch
22:10 - Utilizing Product Advisory Board
24:00 - Difference between Product Advisory Boards & Customer Advisory Board
27:30 - Hiring for Customer Success Roles
35:16 - Closing
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Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 👉 Connect with the guest Emily Lockhart: https://www.linkedin.com/in/emilyclockhart/ 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
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👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard.
______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
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