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Influencing Customers and Organizational Dynamics ft. Jess Cohen (UpdateAI)
#updateai #customersuccess #saas #business
Jess Cohen, Head of CS and Community at UpdateAI, joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. The conversation touches on topics ranging from the complexities of working in customer success and the importance of guiding clients without giving them answers, to using emojis in Slack communication, with moments of lighthearted banter and insightful exchanges throughout.
Timestamps
0:00 - Preview
1:10 - Kristi's new podcast - She's So Suite
3:46 - Meet Jess Cohen
4:31 - Jess wanted to become an astronaut!
6:10 - Learning the purpose of life
7:09 - Jon learns about stars and space from TikTok
10:28 - Kristi's training for a marathon
11:15 - CSMs influence customer behavior
11:55 -Not all who wander are lost
16:15 - You'll love the CCO Club workshop in Boston
21:35 - Should you voice your opinions?
26:38 - Influencing customer behavior change
31:42 - Breaking into CS
32:10 - Jon can't decode Slack emojis
34:42 - Kristi hates Slack
35:50 - Slack as a productivity tool [Slack + CS = Magic]
40:22 - Front-facing adoptive engineer
42:30 - What does success look like as a CSM for Jess?
44:40 - Josh loves structure
46:15 - Wrapping up
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Jess Cohen: https://www.linkedin.com/in/jessicalaurencohen/
👉 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:
How to keep your customers happy
customer success manager
customer support
Customer Success Manager role
customer success engineer
______________________
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.
View all episodes
By Josh Schachter - UpdateAI
5
8787 ratings
#updateai #customersuccess #saas #business
Jess Cohen, Head of CS and Community at UpdateAI, joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. The conversation touches on topics ranging from the complexities of working in customer success and the importance of guiding clients without giving them answers, to using emojis in Slack communication, with moments of lighthearted banter and insightful exchanges throughout.
Timestamps
0:00 - Preview
1:10 - Kristi's new podcast - She's So Suite
3:46 - Meet Jess Cohen
4:31 - Jess wanted to become an astronaut!
6:10 - Learning the purpose of life
7:09 - Jon learns about stars and space from TikTok
10:28 - Kristi's training for a marathon
11:15 - CSMs influence customer behavior
11:55 -Not all who wander are lost
16:15 - You'll love the CCO Club workshop in Boston
21:35 - Should you voice your opinions?
26:38 - Influencing customer behavior change
31:42 - Breaking into CS
32:10 - Jon can't decode Slack emojis
34:42 - Kristi hates Slack
35:50 - Slack as a productivity tool [Slack + CS = Magic]
40:22 - Front-facing adoptive engineer
42:30 - What does success look like as a CSM for Jess?
44:40 - Josh loves structure
46:15 - Wrapping up
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Jess Cohen: https://www.linkedin.com/in/jessicalaurencohen/
👉 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:
How to keep your customers happy
customer success manager
customer support
Customer Success Manager role
customer success engineer
______________________
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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