Building a High Performing Customer Success Team: The

#Millennial Advantage

About Me

> 9  years  is  SaaS> 8  years  in  leadership  roles

> 7  years  at  Sysomos> 6  time  axe  throwing  champion  

Sysomos is the world’s largest independent social intelligence platform.

We help over 1400 companies - including 80% of the world’s most valuable brands and 90% of the Global Top 250 PR Firms - understand and interact on the social web and use real-time social data to build better and smarter businesses.

① Myth  Busting② Recruiting③ Employee  Success

Agenda

Myth #1: Millennials have no job loyalty

Perception

> Millennials  view  jobs  as  projects  

Reality

> Millennials  are  loyal  to  who  values  them

> Millennials  are  loyal  to  the  experience

Myth #2: Millennials want to be CEO tomorrow

Perception

> Millennials  expect  promotions  every  six  months

Reality

> Millennials  don’t  want  to  be  the  CEO….  But  would  love  to  give  the  CEO  advice

Myth #3: Millennials care more about work-life balance

Perception

> Millennials  are  not  willing  to  put  in  the  hours  necessary  to  move  up  

Reality

> Work  is  done  everywhere,  not  just  in  the  office

• College & University Partnerships• Internship Programs• Treat references like gold!

Build Your Bench

Pitch Your Company and Yourself

• Culture• Brand Values• Leadership Philosophy

• Core Competencies • Emotional IQ & Will• Standardized Interview Approach

Know what you are looking for

Employee Success = Customer Success

Delighted and engaged employees = delighted and engaged customers

THE SERVICE PROFIT CHAIN

• Recruit,  engage  and  retain  the  best  people• Generate  alignment  with  strategy• Create  an  engaging  workplace

Engaged  Employees

Engaged  Customers

Profit  and  Growth

• Customer  focused• Brand  &  Customer  advocates

• Sales  growth• Profit  growth

Experience  Efficiency Loyalty

6 Steps to Creating an Engaging Workplace

> Pay  and  benefits> Training  and  development> Competent  management> Engaging  leadership> Regular  communication> Recognize  and  reward  performance

Put Your Strengths to Work

Talent: Rank:Input 1

Achiever 2Learner 3Strategic 4Futuristic 5

> Learning  experiences  and  a  path  trumps  promotions  and  job  titles  

> Make  Customer  Success  the  feeder  team  for  the  entire  organization

> Having  a  best  friend  at  work  matters    > Employee  engagement  is  the  engine  that  drives  customer  success