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Episode 6: Future of Threat Intelligence/Importance of Training Initiatives. Featuring Jody Caldwell
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0:00 How did your role in the army enable you to dive deeper into IT Security and what were your core duties.
03:47 How did you manage to transfer these Analyst skills to the corporate world.
07:12 How have you and the Exec team adjusted the role of CS over time and how wide is the gambit of the role as the business grew and customers’ needs changed.
09:10 ThreatConnect’s award at the RSA Conference for Next-Gen Threat Intelligence. How did the teams manage to achieve this given the highly competitive market in Threat Intel?
10:31 How crucial is having an Executive Buy-in
11:51 Given the size of Threat Connect, how important is it operationally to reduce CAC (Cost of Customer Acquisitions), what is the average customer lifecycle with Threat Connect.
14:57 How have you personally seen the role/focus of a CS change since you started in this role.
16:50 Having been tasked with managing customer relations, what feedback did you receive to help shape processes internally to ensure high levels of Customer Experience, which we all know is critical for businesses of all sizes.
18:26 Discussion around any key initiatives around Enablement and Customer Experience you drove to improve ROI, Reduce Churn, and maximize upselling opportunities once solutions are deployed.
22:16 When hiring for the team, what are the key things you are looking for over the years of hiring the requirements you seek must have shifted over time to meet the needs of customers.
23:41: How do you define Mentors, Coaches, and Sponsors and how important are these in your careers.
25:0632:34 Based on your experience, how can we try to drive bigger results from CSM teams and what key KPIs are tracked.
35:07: How do you see the Threat Intel and SOAR space-changing, what are the key trends.
37:10 Cyber is a hot topic today, with many looking to transition. For candidates and leaders in other industries, what are the key certifications or courses that would be highly valuable.
14:23 Reflecting on your journey, can you describe a defining moment or decision that significantly shaped your approach to leadership and team building in a way that sets you apart in your field
39:29 Quick Fire questions
42: 17 With the evolution of artificial intelligence, how do you think it's going to affect the customer experience?
🔔 Don't forget to subscribe for more insights, tips, and expert interviews!
@SaaSLeadersLounge
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By SaaS Leaders LoungePowered by Jamessimpson.cloud
0:00 How did your role in the army enable you to dive deeper into IT Security and what were your core duties.
03:47 How did you manage to transfer these Analyst skills to the corporate world.
07:12 How have you and the Exec team adjusted the role of CS over time and how wide is the gambit of the role as the business grew and customers’ needs changed.
09:10 ThreatConnect’s award at the RSA Conference for Next-Gen Threat Intelligence. How did the teams manage to achieve this given the highly competitive market in Threat Intel?
10:31 How crucial is having an Executive Buy-in
11:51 Given the size of Threat Connect, how important is it operationally to reduce CAC (Cost of Customer Acquisitions), what is the average customer lifecycle with Threat Connect.
14:57 How have you personally seen the role/focus of a CS change since you started in this role.
16:50 Having been tasked with managing customer relations, what feedback did you receive to help shape processes internally to ensure high levels of Customer Experience, which we all know is critical for businesses of all sizes.
18:26 Discussion around any key initiatives around Enablement and Customer Experience you drove to improve ROI, Reduce Churn, and maximize upselling opportunities once solutions are deployed.
22:16 When hiring for the team, what are the key things you are looking for over the years of hiring the requirements you seek must have shifted over time to meet the needs of customers.
23:41: How do you define Mentors, Coaches, and Sponsors and how important are these in your careers.
25:0632:34 Based on your experience, how can we try to drive bigger results from CSM teams and what key KPIs are tracked.
35:07: How do you see the Threat Intel and SOAR space-changing, what are the key trends.
37:10 Cyber is a hot topic today, with many looking to transition. For candidates and leaders in other industries, what are the key certifications or courses that would be highly valuable.
14:23 Reflecting on your journey, can you describe a defining moment or decision that significantly shaped your approach to leadership and team building in a way that sets you apart in your field
39:29 Quick Fire questions
42: 17 With the evolution of artificial intelligence, how do you think it's going to affect the customer experience?
🔔 Don't forget to subscribe for more insights, tips, and expert interviews!
@SaaSLeadersLounge