Joanel Bernardo, who recently transitioned to a new role at Concord Worldwide, joins Kristen to discuss how she managed customer expectations as the previous Global Manager of Customer Success, Service, and Delivery for Hortonworks. This is a foundational and very important topic, which will be explored in depth, including how to get other teams to buy in, how to train your team on this topic, and how to reset expectations if things have gone wrong.