🇬🇧 From CSM to new business superstar | Nicolas Orozco - Senior AE @ Adjust

Summary Nicolas is an experienced sales professional working in the tech and SaaS industry. He has worked in various companies, including Criteo and Huawei. Nicolas emphasizes the importance of relationships and trust in customer care. He has learned that understanding the specific needs and challenges of customers is crucial, and offering tailored solutions is key. Nicolas also values empathy and addressing the needs of customers. He highlights the importance of structure and organization to effectively manage a large customer pipeline. This conversation delves into the challenges and experiences of a Solutions Consultant who transitioned from a CSM role to an AE role. The speaker emphasizes the importance of structure and organization in setting priorities and working effectively. He also mentions the tools he uses in his work, such as the LinkedIn Sales Navigator and Google. Additionally, the speaker discusses the significance of teamwork and collaboration with other departments. He stresses the importance of setting aside ego and offers tips such as giving feedback and active listening. Takeaways - Relationships and trust are crucial in customer care. - Understanding customer needs and challenges and offering tailored solutions. - Empathy and addressing customer needs. - Structure and organization are important for effectively managing a large customer pipeline. - The LinkedIn Sales Navigator is a valuable tool for AE work. - Teamwork and collaboration with other departments are crucial for success. - Ego should take a backseat for success. - Feedback is important and aids in growth and personal development. Chapters 00:00 Introduction and Background 01:21 Transition to Customer Success Manager 03:37 Upselling and Customer Retention 05:23 Mistakes and Success Stories 07:23 Lessons from Mistakes 08:17 Size of Customer Portfolio 09:27 Transition to New Business Role 10:46 Skills and Attributes for New Business Role 11:12 Transfer from CSM to New Business 13:22 Changes in Skillset 15:22 Tools for New Business 17:34 Challenges in New Business Role 19:29 Changes in CSM-New Business Transition 21:12 Benefits of CSM Background 22:12 Personal Development and Collaboration 23:09 Differences between CSM and New Business 24:33 Benefits of New Business Role 25:01 Next Career Steps 27:16 Pipeline Creation in New Business 29:37 Tips for Pipeline Creation 30:03 Summary and Conclusion