SaaSy Talk S01.34: Exploring International Growth and Transparency With Kallie McConkie, ActiveCampaign

About The Guest(s): Kallie McConkie is the Senior Vice President of Customer Experience and Success at ActiveCampaign. Since joining in 2018, Kallie has been instrumental in growing the team across the globe to support customer-facing teams, including customer support, onboarding, customer education, solutions consulting, customer success management, and implementation functions to create remarkable customer experiences, helping businesses grow using customer experience automation.   As a MarTech veteran, Kallie started her career at Constant Contact, where she was responsible for educating their customers on using email marketing and social media to grow their businesses. From there, she joined HubSpot, pre-IPO, and spent 4 years building and growing a paid customer training program that educated thousands of customers across the globe on inbound marketing. Kallie is a proud member of Chief and an active participant in the Chicago Tech Customer Success community, participating in the Sales Assembly Customer Success Leadership Council. She received her bachelors from Michigan State University.  Summary: Kallie McConkie shares her journey into the tech industry, from working for a non-profit to becoming a marketing expert. She discusses her experience at HubSpot and the importance of a customer-centric approach. Kallie also talks about the challenges and rewards of building teams in different countries and the importance of in-person interactions. She emphasizes the power of transparency in leadership and the need for clear communication. Kallie provides valuable insights into marketing for SMBs and the importance of automation tools. She also discusses the company's plans for 2024 and the exciting possibilities of AI in business. Key Takeaways: Kallie stumbled into the tech industry by chance and has been in Martech for the past 15 years. HubSpot's collaborative and customer-centric approach was a valuable lesson for Kallie. Building teams in different countries requires understanding and adapting to different cultures and regions. In-person interactions are crucial for building relationships and creating a strong company culture. Transparency in leadership is essential for building trust and motivating teams. Marketing automation tools can help SMBs streamline their marketing efforts and engage with customers more effectively. ActiveCampaign is focusing on strategic programs and expanding its presence in different regions. Kallie is excited about the possibilities of AI in business and its potential to improve efficiency and customer experience. Quotes: "If I as a leader cannot explain the why, I shouldn't be doing something." - Kallie "There is no substitute for in-person interactions. You can't build the same relationships and connections on a Zoom call." - Kallie "Be transparent and tell people what you're able to, with the right context." - Kallie "Invest in tools that will help you not spend the majority of your time on marketing." - Kallie "AI can be really powerful and help small businesses be more efficient in their day-to-day operations." - Kallie Chapters 00:00 Introduction and Kallie’s Journey into Tech 00:13 Transition from Non-Profit to Tech 02:13 Experience at HubSpot and Customer-Centric Approach 03:29 Strategic Programs and Daily Operations 04:00 Expansion into Costa Rica 06:28 Building Teams in Different Countries 08:40 Adapting to Different Cultures and Regions 14:34 Importance of In-Person Interactions 20:33 Transparency in Leadership 21:53 The Power of Transparency in Business 23:03 The Importance of Explaining 'Why' in Leadership 25:01 Switching Business Strategies: From Sales to Customer Growth 27:06 Marketing Tips for Early Stage Founders 30:13 Planning and Budgeting for 2024 33:13 Personal and Professional Excitements for 2024 33:26 The Excitement and Fear of AI in Business 35:37 Quickfire Round: Getting to Know Kallie Subscribe to our Newsletter: https://substack.com/@saasytalkunfiltered