Gainsight GameChanger Podcast

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners.

When you think about a presentation, you may immediately think about a conference with a wide audience, but presenting and pitching are much more common than you think, even in your day to day life. Regardless of your environment, the ability to present is crucial in everyone’s career. In today’s episode, CEO of TREACL Dave Chernick, joins us to chat about all the presentation skills every professional should develop. From building confidence, to the importance of body language, Dave shares his expertise so you can wrap your head around what makes great speakers stand out from the rest. Listen to this episode and learn how to translate live speaking skills into the new-normal virtual world. Also, is the idea of imagining your audience naked actually helpful for public speaking? 

Jump straight into:

(01:26) - A man of many talents: on Dave’s background and passion - “ DJing and presenting actually help each other.”

(04:48) - How to properly prepare for a presentation in any setting - “Part of the preparation is thinking about how you’re going to educate the people you’re presenting to. Think about the journey you want them to go on.”

(09:02) - Is your body language sabotaging your delivery? - “I always try and encourage people to be quite natural.”

(12:12) - How to adapt and make the most out of remote presentations - “It can feel like you are presenting to an empty room.”

(15:33) - On the lethal death by PowerPoint - “Rather than thinking of your slides as your script, write them down in a separate place. Use the slides to back up your arguments.” 

(21:02) - Dealing with the internal presentation nightmare - “Communicate to your manager that you’re nervous about it.”

(23:50) - Ensuring engagement during intimate presentations - “There’s nothing worse than having to sit through a slide deck, it’s awful. It should feel more like a conversation.”

Resources

Connect with Dave through LinkedIn

TREACL

Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.

This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.com, send us an email at [email protected] or contact us through our social media channels as @studiopodsf.

StudioPod also offers an AirBnB Experience, where you can learn how to podcast; to learn more or to book one of our amazing courses, go to https://studiopodsf.com/courses.

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners.

COVID19 brought enormous changes to our previously “normal” life. How we used to go to work, hang out with family and friends, and our lifestyles in general, have been abruptly interrupted. Will we ever have the lives we used to before the health crisis? Possibly (and hopefully) not. Not everything is around uncertainty though, since the pandemic has brought the awareness and prioritization of mental health for working teams all over the world. In this episode, our host, Adam Joseph, continues the conversation around the importance of mental health, as he is joined by a nurtured panel of professionals and advocates for this topic.

In today’s discussion, we’ll listen to the thoughts and opinions of Rick Adams, founder and CEO at PracticalCSM, Anthony Wilkey, Customer Success Director at Degreed, Ross Paterson, cofounder of Betterly.org, Jung Kim, Customer Success Director at NeuroFlow and yoga teacher at E-RYT 500, and Vicki Pope, Client Success Team Leader at Unmind. 

During lockdown, it is much easier for both employers and employees to engage in people pleasing attitudes and overwork, but it’s also crucial for everyone to learn how to take a break and understand there will always be things that are more important than work. Listen to this episode to know how organizations and employees can guide their teams into creating a much more empathic and mental health driven atmosphere. You’ll learn how this crisis may have long term beneficial impacts in the working models, and how we can all be part of a more flexible, empathic and humane normality.

Jump straight into:

(01:29) - A light hearted introduction of our panel, their backgrounds and their involvement with mental health.

(12:03) - Understanding the definition of stress and its impact on our body - “ It is automatic and unconscious, it’s not in our control. People seem to feel guilty when they feel stressed, but it is a natural reaction.” 

(15:17) - The trends around management and mental health throughout the COVID19 crisis - “People are having more valuable discussions with the customers, because the world is kind of united under a common goal right now.” 

(18:35) - How COVID19 has raised awareness and strengthened connections between people and their loved ones - “It’s unfortunate that it takes a pandemic for people to really set up and start thinking about mental health, but that’s what has happened.”

(19:57) - What everybody can learn from yoga to become better in their careers and personal development - “When you have awareness of something, then you can make the steps to go towards alignment.”

(22:37) - How can organizations help their teams to thrive during uncertain times? - “The emphasis on the team, rather than the individual, I think it’s really important.” 

(28:45) - What can you do if you’re feeling stressed and overwhelmed? - “Don’t expect to become a superhero in terms of managing and coping with the challenges that we’re presented with, but think about how you can find ways to be better than you were yesterday.”

Resources

Connect with Rick through LinkedIn

Connect with

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners.

The COVID19 pandemic heavily impacted our reality, as entire countries were forced to implement mandatory lockdowns to protect their people. Adapting to such abrupt changes has been difficult for everyone, and the mental health costs have been unmeasurable. Today’s episode is very special, as our host, Adam Joseph, sits down with CSM professionals, colleagues, and friends to address the importance of taking care of our mental health in both the professional and personal aspects of our lives.

In today’s discussion, we’ll listen to the thoughts, insights, and opinions of Emma Rogers, CSM at reed.co.uk, Shari Srebnick, Head of Client Success at Searchmetrics, Alex Tran, Customer Outcome Manager at Gainsight, and Matt Myszkowski, Vice President for Customer Success at EMEA SAP.

Currently, overwhelm, burnout and overall discomfort are easily the predominant emotions for a lot of employees and employers, and this is why it is so important to bring mental health to the center of the conversation. In times of uncertainty, we all need to be kinder to ourselves and finally accept that it is okay to not be okay. Listen to this episode to learn a variety of practical tips and tricks from Customer Success professionals to improve your mental health and find some comfort inside your mind. This episode will help you show you the importance of vulnerability and how you and your team can transform your project into a more humane and fruitful one.

Jump straight into:

(01:36) - An introduction of today’s guests, their backgrounds and their experience regarding mental health awareness.

(12:14) - How do Sales and Customer Success influence professionals’ mental health? - “Rejection is not great, we don’t like it as human beings. In sales, your whole day is full of that.” 

(14:57) - Alex’s experience and tips to manage the demands of a CSM job - “Recognize that you can’t do it all, and be okay with that.”

(17:36) - I shouldn’t be a lonely place: how leaders are allowed to be vulnerable in front of their teams - “People tend to think vulnerability is weakness, when it’s one of the greatest measures of courage.”

(21:27) - The importance of becoming aware and validating everyone’s experiences through uncertain times - “We’re all in the same storm, but our boats are unique and different.”

(24:55) - Why teams need and demand for authenticity - ”People would rather follow a leader who is real, rather than a leader who’s always right.”

(26:45) - Small and doable actions to find ease and improve your mental health from home - “Start becoming aware of your triggers allows you to react and respond before you get to that stage that is not a good place to be in.”

(34:57) - How can teams collaborate and create a healthier environment starting today? - “Create a culture of vulnerability, and that starts with the leader.”

Resources

Connect with Emma through LinkedIn

Connect with Alex through LinkedIn

Connect with

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners.

COVID-19 caught humanity off guard: immediate and mandatory lockdowns across nations in the entire world left a mostly unprepared workforce with no other choice than to adapt and try to make the most out of it. But even though COVID-19 has brought a lot of radical changes to every single industry, it has also opened slots for numerous opportunities for both employees and employers. In today’s episode, Senior Customer Success Manager at LinkedIn, Elise Meijer joins us to chat about COVID-19’s impact on Customer Success Management, with a focused perspective on her country of residence, France. Regardless of your location, she’ll share crucial tips to maintain a balanced and productive work life from home, and detailed arguments on the importance of clear and empathic communications with your team and your customers. Listen now to better embrace the sudden change in your work life, and to look at the pandemic from a different, and hopefully brighter perspective. 

Jump straight into:

(01:09) - A Customer Success advocate: on Elise’s background and quarantine life - “As a manager, I enjoy making sure that I explain everything in a way that is understandable, and being creative.”

(05:27) - COVID-19’s impact in the CSM European field - “All of a sudden, all employees and employers found themselves in a situation of working from home, and depending on the industry, that is a huge change.” 

(09:00) - Elise’s pro tips to ensure a productive and balanced work life at home - “It’s all about creating an environment where everyone feels happy and safe, and where your health and well-being are prioritized.”

(14:22) - The COVID world: the previous “normal” is long gone - “COVID-19, in a way, has positively impacted the acceleration of flexible work arrangements.”

(17:01) - Is this the era of Customer Success in France and Europe? - “There is a huge amount of opportunities available in the CS field, and that is across all the several industries.”

Resources

Connect with Elise via LinkedIn

Connect with Adam Joseph on LinkedIn

[Report] The State of the Customer Success Profession: Linkedin Data

Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.

This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.com, send us an email at [email protected] or contact us through our social media channels as @studiopodsf.

StudioPod...

Welcome to The Gainsight Gamechanger Podcast, a space where we recognize and celebrate people who change the game of customer success and product experience for their companies, customers, teammates, and partners.

Through uncertain times, the way you reach out to others will bring out who you truly are, both as a professional and as a person. In today’s episode, our guest Jonathan Corrie, Co-Founder and CEO of Precursive, will share his insights and expertise around the Customer Success evolution through the COVID-19 pandemic and how it has become the heart of business strategy. You’ll take with you very useful tips to prevent burnout, keep your work-life balance and to maintain a strong company culture, even remotely. Listen now to understand why Customer Success is such a powerful differentiator, and we invite you to make the necessary adjustments to transform your business into the one you and your customers deserve.

Jump straight into:

(01:07) - On Precursive’s role and Jonathan’s former professional double life - “We believe that the best companies help customers to realize value quickly.”

(05:02) - How has Customer Success evolved around the COVID-19 crisis? - “I think it’s kind of like the new sales, it’s the place to be now.”

(09:04) - How can Customer Success professionals prevent burnout during uncertain times? - “We don’t live to work, it’s the other way around.” 

(13:41) - Strong values win: how to achieve a true, strong culture within a company (even remotely) - “You can’t fake culture, there will be business whose culture will be tested.”

(17:55) - How to effectively balance your work and life from home - “Give yourself time, give yourself a break and unwind, because it’s not healthy to be working this intensely for such a long period of time.”

(21:06) - Empathy and simplicity will make a world of difference for your customers - “Right now, there’s a real focus around sensitive communications.” 

Resources

Precursive

Customer Success Conversations Podcast

Precursive Perspective: Episode 3 | Nick Mehta | Gainsight

Precursive Perspective: Episode 2 | Sean Smith | Apperio

Purple Disco Machine - Live from Dresden (Glitterbox Virtual Festival)

Hosted by Adam Joseph, The Gamechanger Podcast is a show brought to you by Gainsight. For more information about all of our episodes, please visit https://www.gainsight.com/podcasts.

This show is produced and edited by StudioPod. If you want more details on how to fully record and produce your podcast with our services, you can reach us at http://studiopodsf.com, send us an email at [email protected] or contact us through our social media channels as

In Gainsight’s GameChanger Podcast, host Adam Joseph interviews a slew of interesting guests from all over the globe, covering topics like product-led Customer Success, how to master presentations, returning to a Customer Success role following maternity/paternity leave, creating the complete Product or Customer Success team, and more. This podcast recognizes and celebrates people who change the game of customer success and product experience for their companies, customers, teammates, and partners. Our GameChanger guests are intuitive and authentic, achieving amazing success as a result of their boldness and willingness to challenge the status quo.