30 Days In #CustomerSuccess

September 24, 2018 Nicolas Bergeron

This article was originally published on Nicolas' LinkedIn. With Nicolas' permission, we are republishing and sharing it with our community. 

 

The first 30 days in a new job usually mark a milestone, and I couldn’t pass up the opportunity to share a few lessons from my first 30 at Upchain leading the #CustomerSuccess team. (Especially after spending over 12 years in a large organization!) If you want a 60 seconds explainer on the #Cloud #PLM solution that works the way you want, check out https://youtu.be/OVtPr9wee20

 

1. Make CS a part of the total customer journey

I’m fortunate to be surrounded by a team of talented and motivated collaborators at Upchain, and here’s what I’ve learned: CS is fundamentally a collaborative process at a scaling stage of a startup! It’s a part of the entire journey, not just a post-sales exercise.

Not a single day of my first 30 has gone by where my team doesn’t interact with our Engineering, Marketing, Sales, Ops and Product teams in Toronto and Varazdin (Croatia). We share feedback and ideas constantly, and it makes customer success more successful and (I hope!) adds huge value from CS to other teams.

If you want to know more about the Upchain Customer Success team, go check Imran and Harpreet's profiles on LinkedIn and a snippet of our culture here.

 

2. Document, document, document!

By day 3, my days as a BPM consultant kicked back in: it is all about your processes and you want to make them clear, simple, and frictionless. Start with the high level and break it down piece by piece. Map who does what, when they do it, what they use, and for how long. Customer journey mapping is an excellent exercise to start with.

 

3. Startups move fast

The “aha!” moment as I was coming for the corporate world:

Work with what you’ve got. We may not have the latest and greatest enterprise-wide product suite and tech stack that will do everything for us from day #1...but it is an awesome opportunity to make the best use of what you have while thinking about the future scalability for the company.

If you don’t have it, build it. In just my first few weeks, we built a new Support Center, rearranged our Documentation Center, defined template for emails, created a standard structure of our content and processes that would facilitate reuse, collaboration and iterative enhancement. I’m beyond proud of what my team’s managed to accomplish in such a short span of time.

A change doesn’t have to take 3 months. An improvement, a suggestion can be tested in matter of minutes! For example, we have identified the need to have key information that would be best collected by the Account Executive during the sale cycle that would be extremely important for the CS team to have. The result? 1 conversation + 1 field added + one rule created + one test = implemented in 10 minutes (and yes, we are talking CRM here).


4. Quality data is key

The need for quality data is becoming obvious after just 30 days. But what’s also becoming clear is that you don’t need 3 tons of it —  the right info at the right time lets you create the right KPIs for where are. By keeping it simple and collecting precise, meaningful data, we can define metrics that lead to meaningful insights now and in the future.

30 days, 1 month…first milestone. I had many friends, neighbours, and former colleagues asking me how am I doing in my new job. The answer is: I am excited, motivated and ecstatic about what the future will bring. I’m happy to be part of this journey with Upchain.

One the personal side: less travel, more time with the family and a smile on my face when riding my bike to OneEleven every day.

Plus, I get to work with probably the greatest writing staff at any startup Spencer Grover, anywhere, ever. Hemingway would be so lucky to nab a job here.

Cheers,

Nico

 

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About the Author

Nicolas Bergeron

Nicolas Bergeron (Nico) has more than 12 years’ experience successfully matching software solutions to his clients' business critical problems and leading customer-centric organizations. He is a technology evangelist and advisor on the topic of business process and digital transformation. Currently, Nicolas is leading and building the Customer Success department at Upchain, a next-generation collaborative Product Lifecycle Management (PLM) software solution for manufacturers of complex products who operate in complex value chains in order to increase revenues, reduce costs, and increase quality.

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