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Veronika Konečná
Customer Operations Manager at Loopia Group | ex-Head of Customer Care Team at Websupport
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Three Months as a Customer Operations Manager, My Adventure So Far! 🌟🚀 Buckle up! I recently dove headfirst into the role of Customer Operations Manager, waving goodbye to my days overseeing the Slovak Care team and saying hello to managing processes, systems, and strategies for a whopping 7 teams across 6 countries at Loopia Group. Here’s a sneak peek into my wild ride over the past three months:💼 Putting Employee Happiness on the Map: We firmly believe that a happy team equals a thriving business. When our folks are fulfilled and fired up, their energy shines through in their work, leading to happy customers and business triumphs.🎯 Setting Goals and Rocking Execution: With a crystal-clear vision, setting goals and making plans felt like a breeze. But let’s be real, juggling priorities in a 24-hour day? That’s a whole different story!🔧 Operation Streamline: Our mission? To streamline operations across borders and dive into a unified communication platform - CCaaS. It’s like a symphony of efficiency!🤖 Hugs for Automation: High support for automation and integration lightens the workload for our advisors, allowing them to focus on critical tasks while also providing space for training and career growth.💖 Joy in Every Byte: In the midst of all the hustle and bustle, I’ve made joy a top priority. Whether it’s rolling out new tools or focusing on leadership and employee satisfaction, every moment brings its own little burst of happiness.🌈 Onward and Upward: Keep your eyes peeled! There’s plenty more to come from our world of Customer Care at Loopia Group. Stay tuned for more adventures!
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Sarah Babac, MBA 🐛
Marketer | Client Success @ Lean Marketing
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Week 3 in my new role as a CSM, and the path ahead is as crystal clear: it's time to build momentum and establish personal credibility by securing some early wins!Teaming up with my boss, we've zeroed in on two strategic projects perfectly aligned with our Q2 business objectives. Product Innovation: We've spotted an opportunity to amplify revenue by extending a product initially exclusive to our gold-level clients to our silver-level ones. By recognizing their shared need for hiring top-notch marketing coordinators, I'm crafting a compelling pitch deck, a comprehensive proposal, and an engaging video explainer. It's not just about selling; it's about solving our clients' challenges and driving LTV.Combat Churn: On the other front, we're tackling churn head-on. By refining our SOPs for new client onboarding/ramp periods, we aim to smoothen their transition into using our services. A seamless onboarding experience not only delights our clients but also safeguards our bottom line by reducing churn and saving resources. Who likes to waste money?! I sure don't. With these projects revving up, I'm on track to hit my 'break-even' point in record time. Yahoooo!I hadn't planned on sharing this journey publicly, but hey, why not?
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The most impactful piece of advice my my 8+ years of product careerTl;dr : "Because it's your job"Early in my product career, product deadlines were yesterday.When overwhelmed teams can't support last-minute product initiativesand Marketing teams are short-staffed on launching landing pages--> it’s your jobCRM can’t put together newsletter updates--> it’s your jobUser research can’t lead validation interviews in time--> it’s your jobSales team can’t give me the feat request analysis reports--> it’s your jobCustomer success can't fix a user issue--> it’s your jobNo one updated the launches on Intercom--> it’s your jobIt was my job to see to the successful delivery, 𝘢𝘯𝘥 𝘯𝘰𝘵 𝘦𝘹𝘱𝘭𝘢𝘪𝘯 𝘸𝘩𝘺 𝘵𝘩𝘦 𝘥𝘦𝘭𝘪𝘷𝘦𝘳𝘺 𝘥𝘪𝘥𝘯’𝘵 𝘨𝘰 𝘢𝘴 𝘱𝘭𝘢𝘯𝘯𝘦𝘥As a Product Manager, you do it --> because it’s your jobIt’s been a few years since I received that advice.It’s really a mindset shift of delivering a spec and saying ‘it was xxxx team’s responsibility’ VS 𝐠𝐞𝐭𝐭𝐢𝐧𝐠 𝐭𝐡𝐞 𝐣𝐨𝐛 𝐝𝐨𝐧𝐞 𝐡𝐨𝐰𝐞𝐯𝐞𝐫 𝐲𝐨𝐮 𝐧𝐞𝐞𝐝 𝐭𝐨 𝐝𝐨 𝐢𝐭What is the most impactful advice you’ve received?
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Katya Ryabova
Customer researcher & product marketer 🧠
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The best thing you can do as a newly hired VP of Product:See what you're working with when it comes to your product's customers.Your new team might have personas, Jobs to Be Done, ICPs defined.How recent are they? How relevant?Here's an educated guess: regardless of the answers to the above, you'll want to refresh them anyway.A little customer research that's focused and specific will give you the up-to-date ideal customer information you need.And trust me:Having this information will directly help you make strategic and tactical decisions about your product & impact its growth within the shortest time frame.(Plus, if you're looking to make the customer profile refreshes a part of your operations, this is the best time to create SOPs. Research shouldn't feel like an unsurmountable obstacle every time you need it.)Here's to the bright future of knowing exactly who your best customers are! 🥂 #customerresearch #growthstrategy ---✒️ I’m Katya Ryabova, a qualitative researcher helping subscription-based companies scale with the power of customer insight.Curious about the impact of customer research and how to make it work for your product? Click my name + Follow + 🔔 to never miss a post!
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Maria Brown
Product Analytics @ Heap!
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Are you struggling to compare the performance of different features of your product? With Heap's new engagement analysis, you get a new streamlined approach to feature analysis! 🔎 💡 Read more below or feel free to send me a DM to see how Heap can help! 😊 #analytics #new #ga4
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Richard Harmer
Corporate Communications | 2% Globally Ranked Podcast Host | Author | Founder UN/COM Media Inc
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In business, scaling WHILE maintaining quality and hitting deadlines is one of the hardest things you can do. It’s definitely possible! Just hard!I’m in communications / media, so timing is vital to the success of a campaign. You have to be ready. Certainly thankful for my team and partners. 🙏🏼 - spend time on the system (on the front end)- perfect the process (keep improving)- have the right people (in the right places)- care about the outcome (care about the client)- do the right thing (always do the right thing)
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Heap | by Contentsquare
70,438 followers
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Introducing Heap's engagement analysis: the easiest way to decipher patterns in user behavior heap.ioAs a Product Manager or Analyst, you're on a perpetual quest to understand the usage of features in your product or service. 🕵️♂️📊But comparing the performance of different features is usually easier said than done. Typically you have to juggle multiple tools and dig through a bunch of ad-hoc queries.Shouldn’t there be a more straightforward solution?𝙉𝙤𝙬 𝙩𝙝𝙚𝙧𝙚 𝙞𝙨.With Heap’s new engagement analysis, you get a new streamlined approach to feature analysis. 🔍💡Easily map how often users interact with different parts of your product. In just a few clicks, get a clear picture of usage trends. 📈🧩Read our full announcement to learn more 👉https://lnkd.in/gaENg4XZ
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Lanae Johnson
Customer Support Analysts | Client Support Specialists | Customer Support Specialists |
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🤝 Who am I?I'm Lanae, a Customer Success Specialists enthusiast with a zeal for fostering lasting relationships and driving tangible results. With a proven track record in understanding client needs and tailoring solutions, I'm here to exchange ideas and insights that elevate our skills and strategies.🔗 Are you passionate about creating exceptional customer experiences? Do you thrive on turning challenges into success stories? If the world of Customer Success lights up your professional radar, then let's embark on a journey of collaboration and growth!🚀 Why Connect?In the realm of Customer Success, connections are like the golden threads that weave innovation, knowledge, and inspiration. By networking, we open doors to fresh perspectives, best practices, and opportunities to amplify the impact we make on our customers' lives.
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Bill Miksich
VP of Operations | Strategic Operations Leader | Driving Operational Excellence at Customer.io
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Today is my last (official) day as Chief of Staff at Customer.io as we welcome Meenakshi Sharma into the hot seat; I'm tackling VP of Operations next. I've been asked a couple of times recently what I'm most proud of accomplishing during my time as Chief of Staff. I'll list a few here:1️⃣ The Operating Cadence: We built an effective operational rhythm, adaptable and sturdy. It’s prepared us to scale and reduced the number of times we trip over our own feet. We're still clumsy in places, but we're making improvements as we go.2️⃣ Rigorous Business Writing: Thanks to the example set by David Hijirida in my time working with him at Simple, we've raised the bar on our writing here at CIO. We've managed to turn a few skeptics into enthusiasts for clear and concise communication. 3️⃣ Maintain Social Capital: Kept my social capital fund in the black, proving it’s possible to be both honest and kind at the same time. For what it's worth, I didn't do it right every time. I lost my temper, I showed my frustration, and I am not above apologizing when I screw up.4️⃣ Collaborate for Insight: Working with our CEO, Colin Nederkoorn, has been a masterclass in balancing different styles for a common goal. It’s a partnership where 1 + 1 equals more than 2, which, for those who know my mathing skills, is right on par for me.As I gear up for my new role, I’m looking forward to applying everything I’ve learned and maybe even smoothing out a few more corporate wrinkles along the way.Thanks to everyone who’s been part of this journey. Especially Zhi Li, Natalie Onions, Jennifer Fong, Brian Thomas, Matthew Newhook, Rebecca Ober, and Jason Lyman for your patience, participation, and willingness to go deep. Let’s keep up the good work and maybe have a little fun while we’re at it.
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Deniz COLAKOGLU
Lead Product Manager
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If you're not dedicating at least half of your time to following, then you're not truly fulfilling the role of a product manager. 1️⃣ Engaging with customers 🫱🏻🫲🏾2️⃣ Staying updated on market research 📑3️⃣ Communicating with sales or customer success teams 👩🏼💼🧑🏻💼👩🏽🔧👨🏻⚕️4️⃣ Convincing marketing to drive adoption of your product 👩🏻🎤🧑🏽🎤It's a tough truth to swallow, but that's the reality of it. #productmanagement
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