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Dissecting the Synergy Between Customer Success & Account Management ft. Zoe Marshall (Arbor)
Jon, Josh, and our guest Zoe Marshall, Head of Account Management at Arbor dissect the challenges of scale, the art of customer success in the account management landscape, and the promise of EdTech while sharing some light-hearted moments discussing British royalty trivia.
Timestamps
0:00 - Preview
0:58 - Intros & BS
4:40 - Arbor Education
8:45 - Zoe's Journey from Education to EdTech
13:19 - Transforming Education System with Tech
16:35 - Ensuring Product Adoption
22:37 - Account Management isn't easy
23:50 - Building a Discrete Customer Success Team
27:07 - The Cost of Neglecting Customer Success
30:30 - Distributing Team Functions Amid Growth Challenges
33:45 - Before you build a CS Team
35:00 - Account management team may lose customer contact
37:42 - Closing
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Zoe Marshall: https://www.linkedin.com/in/zoe-marshall-54274261/
Arbor Education: https://arbor-education.com/
👉 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
👉 Check out the most loved episodes
👉 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.
________________
Keywords:
account management, account management best practices, account management skills, strategic account management, account management tips, key account management best practices, How to keep your customers happy, customer success manager, customer support, customer success management,customer success manager role
#updateai #customersuccess #saas #business
______________________
UpdateAI presents Unchurned
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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By Gainsight
5
9090 ratings
Jon, Josh, and our guest Zoe Marshall, Head of Account Management at Arbor dissect the challenges of scale, the art of customer success in the account management landscape, and the promise of EdTech while sharing some light-hearted moments discussing British royalty trivia.
Timestamps
0:00 - Preview
0:58 - Intros & BS
4:40 - Arbor Education
8:45 - Zoe's Journey from Education to EdTech
13:19 - Transforming Education System with Tech
16:35 - Ensuring Product Adoption
22:37 - Account Management isn't easy
23:50 - Building a Discrete Customer Success Team
27:07 - The Cost of Neglecting Customer Success
30:30 - Distributing Team Functions Amid Growth Challenges
33:45 - Before you build a CS Team
35:00 - Account management team may lose customer contact
37:42 - Closing
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Zoe Marshall: https://www.linkedin.com/in/zoe-marshall-54274261/
Arbor Education: https://arbor-education.com/
👉 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
👉 Check out the most loved episodes
👉 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.
________________
Keywords:
account management, account management best practices, account management skills, strategic account management, account management tips, key account management best practices, How to keep your customers happy, customer success manager, customer support, customer success management,customer success manager role
#updateai #customersuccess #saas #business
______________________
UpdateAI presents Unchurned
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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