Simon White’s Post

In honor of Taylor Swift's Birthday. 🎂 Here are a few #CustomerSuccess and #ProfessionalServices #Hiring Metaphors. 🎵 Shake It Off: Attract candidates who embrace challenges and thrive under pressure, just like Taylor shakes off criticism. Highlight your dynamic culture where setbacks are stepping stones to success. 🎵 Enchanted (Under the Stars): Target individuals who are passionate about creating magical customer experiences. Showcase your onboarding process as a seamless and exciting journey. 🎵 Story of Us: Attract candidates who thrive on collaboration and storytelling. Highlight your team's focus on building strong partnerships and co-creating success stories with clients. 🎵 Mine: Target candidates with a data-driven mindset who can uncover insights and drive growth. Highlight your focus on using data to personalize client experiences and optimize success. 🎵 Red: Target passionate individuals with a fire in their belly for customer success, similar to Taylor's fiery stage presence. Emphasize the impact your team makes in clients' lives. 🎵 Fearless: Seek out candidates who are bold and innovative, unafraid to take risks and explore new approaches, like Taylor's fearless experimentation with musical genres. Showcase your commitment to growth and cutting-edge solutions. 🎵 Speak Now: Value candidates who are strong communicators and can advocate for clients, echoing Taylor's powerful voice. Show how your team empowers clients to be heard and their needs met. 🎵 Long Live: Attract candidates who are passionate about building long-term relationships. Showcase your commitment to client success beyond the initial deal, fostering loyalty and trust. #SaaS #TaylorSwift

A while back, we faced a common workplace dilemma⁉️  Are we neglecting the connection between individual passions and skills over company demands in role assignments🧐 As per company needs, and consultants advice, our colleague was placed in a Customer Support Lead role based on his know-how and soft skills, disregarding his enthusiasm and commitment working for R&D. ⚡ The consequences were evident: Whenever the discourse was pointed to the customer's journey, he consistently redirected the conversation to our SaaS Roadmap with basic focus on the new assigned tasks. Confronting the mismatch and shifting to his true passion, brought him back 🔛 track. To this day,  his actual duty is the only thing he can't stop talking about and work for. 😅 Aligning roles with both skills and passion is the key to personal satisfaction and team success.🌟 #careeralignment #workplaceinsights #jobsatisfaction

𝑪𝒐𝒏𝒕𝒆𝒙𝒕 𝒊𝒔 𝒌𝒊𝒏𝒈. 👑 And giving context around these 3 bubbles helps engage people in the "why" behind what they're doing at work. Understanding 𝘸𝘩𝘺 helps us place ourselves in a narrative. We live life in a story. Knowing where we are in the story helps us feel we're taking active part in it, like we have agency. It can be energizing and empowering. So, if you're looking to engage individuals and/or teams, telling the story of each bubble (giving context) might sound like this: 𝐓𝐡𝐞 𝐫𝐨𝐥𝐞 - "it's newly created because we knew we were missing expertise in this area and our desire is to generate more revenue by hiring someone with your experience in the domain. These are the KPIs; how you deliver them is up to you." 𝐓𝐡𝐞 𝐭𝐞𝐚𝐦 - "we've been through some ups and downs over the past year; 3 of 5 people have left. So, we're rebuilding and need to stabilise ourselves." 𝐓𝐡𝐞 𝐨𝐫𝐠𝐚𝐧𝐢𝐬𝐚𝐭𝐢𝐨𝐧 - "we've had a new round of funding which comes with ambitious growth targets: 200% by 2030. We feel like we're winning. And we've got to keep up the pace whilst also making sure customers continue to love what we do." Do you have the context for each of these in 𝘺𝘰𝘶𝘳 𝘰𝘸𝘯 story? 🤔 #employeeexperience #employeeengagement

Hi Tuesday! As we continue with my top secrets to retaining clients 👇 Let's talk on accountability and detailed oriented. Be accountable, be ready to take on responsibilities. I was very new to my work environment but I was ready to ensure my time spent there won't be a waste. I was very accountable to my boss, that was what even changed his perspective of me as a newbie. Be trustworthy, you applied for the job yourself. It means you want to belong to that organization, so be transparent! Trust doesn't just come, you earn it. You work for it, I was able to handle my job so well that I was made a manager under 4 months. I came and delivered and gained trust. Be detailed oriented, ensure you know the ins and outs of your organization. I and my team were able to discover some missing loops in the organization because of this skill and this helped the growth of the company greatly that it opened two extensions. Be collaborative with your team, know that you really cannot do it alone! If you could you wouldn't have colleagues. In Line with being collaborative, I recommend the use of software tools such as monday.com This tool allows you to collaborate in an organized space, you can assign and carry out assigned tasks with your team in this space. It also has special features such as project automation, deep and extensive integrations and many more. Happy Tuesday beautiful people! #tuesday #supportpeesonnel #remotejobs #opentowork #positivevibes

This job is remote.

Our company is 53 years old. In the last 5 years we tripled our revenue. Adding over $30 million. We did it building culture. Here’s how we started. 1️⃣We got all the wrong people off the bus. You know all those people who just suck the life out of the room? The glass half empty always complaining type? We got rid of them. You know the toxic high performers. The big huge ego - demolish everyone in their way - it’s all about me type. We got rid of them too. Cleaned house. And I’m not talking just kinda. I’m talking maybe 30 people made it from the 110. 2️⃣ We got the right people on the bus. We stopped hiring for experience. During interviews we turned the resume over. We looked for attitude. Glass half full. Team oriented. Fun to work with. Big eyes. Full hearts. The curious type. The type who loves life and wants to make the most of it. The optimistic type. We hired THESE folks. We just kept filling up the squad with more of these types. Oh man and boy did it get the juices flowing in the office. The different was PALPABLE. You could just feel it. The energy. 3️⃣ These people - They had to be IN THE RIGHT SEAT! We used people analytics. Culture index was our obsession. We all have inherent traits. We are good at some stuff and terrible at others. For instance, I would make a terrible accountant. I can’t sit still, I’m impatient, and I have zero detail orientation. We didn’t want our people to HAVE TO HAVE an out of body experience everyday to do their job. So we aligned their ROLE with THEIR INHERANT TRAITS. It worked. BLAST OFF. This is how you start. If there is one piece of advice I can give you guys who are starting to build a culture, or turn around a culture, or start a new business. It’s this. STRATEGY IS IRRELEVANT WITH THE WRONG PEOPLE. So make sure you have the RIGHT ONES. And make sure their sitting in the RIGHT SEATS!! 😘

In the job game, High-Value Recruiters are the MVPs. They're not just filling seats; they're crafting a winning team. Picture them as architects, aligning hires with the company vibe. These folks are the storytellers, creating a buzz about the workplace. They get diversity, bringing in talent from all walks, making the crew stronger. Tech is their mate; they use AI tricks to make things slick. Always learning, they ride the industry waves. Success isn't just numbers for them; it's about leaving a mark on the company's journey. These recruiters? They're not just doing a job; they're your partners in the hustle. Cheers to the ones making workplaces ace!

2024 has had a tough start for the tech industry, and unfortunately, our APAC team has lost two exceptional members. While we are devastated by this loss, it as an opportunity for others to bring on board some truly outstanding players who have demonstrated time and time again how deeply they care about their role and consistently drove high performance and results. Natasha Vatner - Over the last week I have heard many people call Tash the ‘heart and soul of FullStory APAC’. She has been instrumental in building our APAC team, from individual contributors up to VP-level hires. She deeply considers what traits are missing from our team, and coordinates extensively with hiring managers and leaders - all while balancing high hiring standards alongside maintaining the ‘human’ element that is fundamentally necessary in order to find the right people. Not only that, but she took on the responsibility of our internal advocate as head of People Ops for our region, undertaking many complex tasks behind the scenes to do right by our people and keep us moving in the right direction. You can call up literally anyone in our team and you will receive a sterling recommendation on her qualities as a recruiter, leader, and human being. Ellie McPhee - To be an effective CSM, one must find a balance between developing deep and strong relationships with customer stakeholders, provide the strategic recommendations necessary for a customer to surpass their goals through their technology investment, and are typically the point of contact for complexities and escalations that arise over the course of the relationship. In her time at FullStory, Ellie has demonstrated these qualities consistently (see Zach’s recent recommendation). As the market shifts from ‘grow at all cost’ to ‘Retention and profitability’’ - Ellie’s passion and care for her clients is only matched by her drive to grow and pursuit of self-development. Any company looking to hire a strategic, diligent, and compassionate CSM would do well to give her a call. If you're excited to talk to these outstanding individuals, don't wait; drop them a message today before someone else does. 

Behind every great business leader... ...there's a whole team responsible for the company's success! Today, I want to give a shoutout to the Market Magai team and all the hard work they do for our clients! I'm so grateful for the community and culture we've built together. I'd say we're like a family, but let's be honest, some of my worst job experiences were at dysfunctional companies that operated like "family". What sets us apart is a culture built on mutual success. We know that a happy and fulfilled team means happy and successful clients. That's why we're so passionate about investing in our team's growth, both professionally and personally. Along with role-specific development, our team has access to the same mindset and business resources we provide for clients! We also have a strict no-work weekends policy. Weekends are for family, fun, and filling our cup! And for those rare times we have client events on weekends, we close the office on Monday to give everyone their time back. But a feel-good culture is nothing when the pay is trash! That's why we believe in a fair and equitable compensation structure, no matter where someone lives in the world. An abundance mindset starts at the top, and that includes paying wages that allow our team to create abundance in their own lives. Our team can even earn commissions by becoming affiliates for our programs as a reward for their belief and passion in what we do. Last week, two members of our marketing team shared similar sentiments after our project meeting. Ericka: "Thank you for the environment here. I feel seen and like you really care about me as a person. I love working here." Puja: "Thank you for investing in our growth, I appreciate that about you - it's like we are all just helping one another win and I like it." That lets me know that we must be doing something right 🥰 What are some ways you intentionally invest in internal customer satisfaction? How do you incorporate team appreciation and development into your company culture?