Hi everyone, I just wanted to reach out to see if there is any other non-saas industry CSM's on here, where I might be able to delve into how you implement certain practices into your day to day. I work from a home office north of Seattle. It looks like you might be in the UK so perhaps a time in your late afternoon my morning would work well! That works well for me Katie, I am very grateful of the offer to connect. How and when would you be able to speak?
June moel, Artie offered to give her a thousand Katie fay model right there if she wanted. Archived from the original on June 8, June 7, I work at Front and we use it for our own Katie fay model success team, so let me know if you have any questions! O December 17, There is a huge gap in the online service world for this approach. November 16, Archived from the original on December 4, Retrieved February 17,
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She is best known for her work on the NBC sketch comedy series Saturday Night Live — and for creating the acclaimed comedy series 30 Rock — and Unbreakable Kimmy Schmidt —
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Hi everyone, I just wanted to reach out to see if there is any other non-saas industry CSM's on here, where I might be able to delve into how you implement certain practices into your day to day.
I work from a home office north of Seattle. It looks like you might be in the UK so perhaps a time in your late afternoon my morning would work well! That works well for me Katie, I am very grateful of the offer to connect. How and when would you be able to speak? If today works for you, I am happy to work to your schedule. If you want to continue through email, jordan exclusivegp. Outside of this community - what resources would you recommend for development of CS professionals?
Looking for books, blogs, thought leaders, podcasts, webinars, certification programs, ect. I'd… continue reading. Here's a few to get you started.
Mikael Blaisdell's customersuccesscentral. Gainsight, Totango and Client Success have great blogs. What tracking tools do folks use to stay informed about their clients business and industries?
I work in tech company but not SaaS one and actually it do exist as long as there is continuous service like maintenance, managed operations services, managed IT services so i don't think only SaaS companies have this position, actually any company with continuous relationship with the clients should have such a position.
I just joined and I do customer feedback interviews and research for primarily service based business. I'm very excited to find this group. There is a huge gap in the online service world for this approach. Happy to be here. Yep, that's right. Congrats to those that answered correctly! Here's the full press release. We all use… continue reading. I have seen some fluffy descriptions of what makes a good CSM inquisitive, people-oriented, organized and this framework breaks down those vague descriptors into relevant attributes.
Managers can clearly extrapolate goals from the proficiency standards. I could also see organizations leveraging this as a guide for hiring committees. This can standardize evaluations as candidates are compared. Hello James, thanks for sharing this awesome content about this new model that you have crafted.
I have some questions, that I list below 1 How this model was developed? I understand that you mention that this is not an academic work, but how can we certify that this proposed model was tested and what implications does it have?
We know that it is difficult to tangibilize some activities that are in themselves extremely subjective, such as the capacity for strategic thinking and managerial vision in the construction of playbooks or the client's journey. How do you intend to use these 5 disciplines and 20 skills for these cases? Maria, you should use a customer success platform. CustomerSuccessBox is one example. We integrate with your CRM, support and billing tools to track all activities.
Also, we are an actionable platform which means your CSMs can send emails, make calls and manage tasks from within the platform. You should check out Front for customer success!
It's a shared inbox tool. You can manage customer messages from email, live chat, SMS, etc, in one place. It also lets you track team and individual performance across all those messages, and you can see the breakdown by customer too. It's pretty cool. Hope this helps! I work at Front and we use it for our own customer success team, so let me know if you have any questions! Hi Maria, are you talking about tracking how successfully CSMs are managing their tasks, completions rates, over-due rates etc?
If it is the latter, you can use anything from Gsuite to Salesforce to manage the creation and allocation and management of tasks. However, in order to ensure the right tasks are being created at the right time, you may want to look at a Customer Success platform that can automatically trigger the creation and assignment of tasks based on changes in how your customer consumes your solution, where they are in their life-cycle or changes in any other customer attribute.
It would be great to see you there! My company has already taken steps to be GDRP compliant and I think it's incredibly important for every team in a company to understand what that means and how they may need to do certain day-to-day activities differently in their job. A great example for CS teams is now instead of automatically taking a look at a customer's account, to ask permission before doing so. But Calendly and Salesforce integrate and create a full solution for us to book, connect, communicate and track.
Join Us. If a host approves your request, you will automatically be added to the Network. Training Courses. Online Now. Katie Fay. Katie Fay answered this Poll Mar 4, James Scott. Your Vote. Atlanta, GA. Drag photo or file here. Katie Fay commented on this Oct 24, Jordan Doyle. Customer Success Manager. Taunton, United Kingdom. Hi Katie, this would be great. Where are you based!? Nilesh Surana commented on this Oct 3, Seattle, WA.
Nilesh Surana Oct 3, Head of Marketing. Morten Josefsen commented on this Sep 11, Account Management. Allston, MA. Nilesh Surana Jan 16, Head of Marketing.
At one of my previous companies, we used Meltwater to track everything. Mentions is great. Owler is free and good for news on bigger clients - can send you daily digests on your portfolio.
Jackson Boyd answered this Question Aug 7, I'm curious if there are other members who work in Customer Success at non-SaaS companies. If so, I'd be interested in connecting!? Rasha Aladine Jul 30, Jackson Boyd Aug 7, from iOS. I run customer success and operations for a startup that does sleep coaching for pro and college athletes. I came from the SaaS world but our program here involves a physical sensor that goes under the mattress.
So handling all the logistics and issues that go into launching the devices has been a new challenge, while also making sure to take care of our clients and get renewals in a classic customer success type of role. I would definitely be interested in connecting with everyone here as well. Katie Fay answered this Poll Apr 20, Which acronym is used to describe new business leads generated by referrals from existing customers?
Depends on who identifies the lead. James Scott Apr 27, SuccessHacker. Katie Fay commented on this Apr 10, So, what is a Competency Model and why is it useful? Katie Fay answered this Question Mar 26, Maria Zarate. What is the best way to track CSM Activities? Does anyone have this figure out yet? Nilesh Surana May 28, Head of Marketing. Emily Hackeling Jun 26, Barry Devon Jun 28, Customer Success. I hope that helps
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Katie Fay | OUTCOMES: The Customer Success Community
She is best known for her work on the NBC sketch comedy series Saturday Night Live — and for creating the acclaimed comedy series 30 Rock — and Unbreakable Kimmy Schmidt — Fey broke into comedy as a featured player in the Chicago-based improvisational comedy group The Second City.
She then joined SNL as a writer, later becoming head writer and a performer, known for her position as co-anchor in the Weekend Update segment and, later, for her satirical portrayal of Republican vice presidential candidate Sarah Palin in subsequent guest appearances. In , she co-starred in and wrote the screenplay for Mean Girls , which was adapted from the self-help book Queen Bees and Wannabes.
In the series, Fey starred as Liz Lemon , the head writer of a fictional sketch comedy series. In , she co-created the Netflix comedy series Unbreakable Kimmy Schmidt.
Fey created the musical adaptation Mean Girls , which premiered on Broadway in , and earned her a Tony Award nomination. Following her father's death, Fey established a scholarship fund in his name at his alma mater, Temple University , to support veterans studying journalism. Her family later immigrated to the U. Fey's maternal grandmother, Vasiliki Kourelakou, left the Greek village of Petrina on her own and arrived in the U.
Fey's father had English, German, Northern Irish, and Scottish ancestry; one of her paternal ancestors was John Hewson — , a textile manufacturer who immigrated to America with the support of Benjamin Franklin , enabling Hewson to quickly open a quilting factory in the Kensington neighborhood of Philadelphia, Pennsylvania.
I remember my parents sneaking me in to see Young Frankenstein. My dad would let us stay up late to watch The Honeymooners. We were not allowed to watch The Flintstones though: my dad hated it because it ripped off The Honeymooners. After I lost weight, there was interest in putting me on camera.
Ken Tucker of Entertainment Weekly wrote: " Fey might be the best Weekend Update anchor who ever did it. She writes the funniest jokes". The — season was her last; she departed to develop 30 Rock for Broadway Video. They credited her with "salvaging 'Update' from a decade-long losing streak," and "slapping SNL out of its late-nineties coma.
In , Fey suggested a pilot episode for a situation comedy about a cable news network to NBC, which rejected it. Although the episode received generally favorable reviews,  it finished third in its timeslot. After receiving 13 Emmy Award nominations and two wins for the final season, 30 Rock ended its critically acclaimed run with Emmy award nominations. It has been cited as one of the greatest TV series of all time  and it is considered to have one of the greatest finales in television history.
The series stars Ellie Kemper as the titular character who escapes from a doomsday cult and moves to New York City. Although it was originally produced for NBC , it was eventually sold to Netflix and immediately renewed for a second season. In the second season, Fey also joins the cast in the role of Kimmy's psychiatrist Andrea Bayden, a role she reprised for season three.
In a interview, Fey expressed that she would like to write and direct movies. The movie was written and directed by Michael McCullers. The plot concerns Kate Fey , a business woman, who wants a child but, discovering she has only a million-to-one chance of getting pregnant, decides to find a surrogate: Angie Poehler , a white-trash schemer.
Able to convey Kate's intentions and feelings through the simple looks and inflections, she never melodramatizes her situation; nor does her efficient, perfectionist side become overbearing. Fey's projects after include a voice role in the English-language version of the Japanese animated film Ponyo. In , Fey starred alongside Paul Rudd in the romantic comedy-drama film Admission , based on the Jean Hanff Korelitz novel by the same name.
The film was directed by Paul Weitz. As was the case with Baby Mama , although both of these films received generally mixed reviews, Fey's performances were well received by film critics. In , it was announced Fey would be the narrator for the Disney Nature film Monkey Kingdom , which was released in theaters on April 17, In , Fey starred in the biographical war comedy-drama Whiskey Tango Foxtrot , based on the memoir The Taliban Shuffle: Strange Days in Afghanistan and Pakistan , to mixed reviews, with some criticizing the whitewashing of characters of color in the film.
Fey had a supporting role in the comedy film Wine Country , longtime collaborator Amy Poehler's directorial debut, which was released on Netflix in In August , it was announced that Fey would voice the co-lead role in the Pixar fantasy comedy adventure film Soul , which is scheduled to be released in June On the 34th-season premiere episode, aired September 13, , Fey imitated Palin in a sketch, alongside Amy Poehler as Hillary Clinton. Their repartee included Clinton needling Palin about her "Tina Fey glasses".
The show of October 18 had the best ratings of any SNL show since In December , Entertainment Weekly put her Palin impersonation on its end-of-the-decade "best-of" list, writing, "Fey's freakishly spot-on SNL impersonation of the wannabe VP and her ability to strike a balance between comedy and cruelty made for truly transcendent television. Dratch and Fey are just funny. In , Fey formed the television production company Little Stranger with longtime collaborator Eric Gurian.
It is known for producing many projects Fey is featured in, including the long-running series 30 Rock and Unbreakable Kimmy Schmidt. It's a spiky blend of humor, introspection, critical thinking and Nora Ephron-isms for a new generation.
She introduced stories of women and girls from around the world, and also shared memories of her own girlhood and mother.
Glover is a former writer on 30 Rock , on which he worked with Fey. On January 13, , Fey hosted the 70th Golden Globe Awards with her long-time friend and fellow comedian, Amy Poehler , to critical acclaim. In , Fey recurred as Diana St. It later opened on Broadway in , receiving twelve Tony Award nominations, including a nomination for Best Book of a Musical for Fey. Fey is known for her deadpan humor and delivery;    her "sardonic wit" has become a professional trademark ,   upon which several critics have commented in their reviews of Fey's work.
It always comes from a place of intelligence and there is just an edge to it. Seldom hesitating to use herself as the butt of her own jokes,  Fey is also well known for practicing self-deprecating humor ,   as demonstrated throughout her performance as Liz Lemon in 30 Rock. Her comic persona on 30 Rock , Liz Lemon, can be laughed at for many things, but her career managerial style and ability is not one of them.
In fact, I defy you to find a good male comedian who isn't a master of self-deprecation. Scott wrote, "We're used to seeing Ms. This time, she gets to be the train wreck.
Fey stated that some of the artists who inspired her in her career include British feminist playwright Caryl Churchill , comedian Chris Rock and composer and lyricist Stephen Sondheim. In , Fey was ranked in the Hot List at number 80 on Maxim magazine,  which used photos taken earlier by Rolling Stone calling her "the thinking man's sex symbol".
The newspaper editors and broadcast producers of the Associated Press voted Fey the AP Entertainer of the Year as the performer who had the greatest impact on culture and entertainment in , citing her impression of Sarah Palin on SNL. In September , Fey was ranked at the top of Forbes magazine's list of the highest-paid TV actresses. In , Fey was recognized by Elle magazine during The Women in Hollywood Awards, honoring women for their outstanding achievements in film, spanning all aspects of the motion picture industry, including acting, directing, and producing.
Fey's charity work includes support of Autism Speaks , an organization that sponsors autism research. Fey is also a supporter of Mercy Corps , a global relief and development organization, in their campaign to end world hunger.
In , two years after Fey joined Chicago's Second City improvisational theatre troupe, she began dating Jeff Richmond , a pianist who later became Second City's musical director and then a composer on 30 Rock. They married in a Greek Orthodox ceremony on June 3, Fey has a scar a few inches long on the left side of her chin and cheek, the cause of which remained unexplained to the public until a Vanity Fair profile by Maureen Dowd  and subsequently in her autobiographical book, where she revealed that "during the spring semester of kindergarten, I was slashed in the face by a stranger in the alley behind my house.
In , Fey was awarded the Mark Twain Prize for American Humor , becoming the youngest-ever recipient of the award,  and it was announced that she would receive a star on the Hollywood Walk of Fame in From Wikipedia, the free encyclopedia.
American comedian, writer, producer and actress. Actress comedian writer producer playwright. Jeff Richmond m. Television film theatre books. Improvisational comedy sketch comedy satire. American politics American culture current events human interaction social awkwardness self-deprecation pop culture. Main article: Saturday Night Live. Main article: 30 Rock. Main article: Unbreakable Kimmy Schmidt. Entertainment Weekly Time Inc.
May 18, Retrieved June 24, Fey, 82, father of Tina Fey". The Philadelphia Inquirer. Retrieved April 15, Archived from the original on June 1, Retrieved March 9, Growing up in the neighborhood of the Philadelphia suburb of Upper Darby, Fey was a mystery ethnic thanks to her father's German-Scottish genes.
Retrieved on April 10, The Times. Retrieved July 1, Fey — Vraim Funeral Home, Inc". Obituary for Donald H. Fey — Vraim Funeral Home, Inc. Associated Press. May 4, Rachael Ray.