PODCAST · business
The Customer Support Podcast
by Sandeep Jain
Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization.The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support. Your host is Sandeep Jain. Write to us at [email protected]. More info: https://CustomerSupportPodcast.com
Episodes
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Episode 24: (B2B) Abhay Solapurkar, VP Global Success & Support, SkyHigh Networks (McAfee)
SkyHigh Networks (Acquired by McAfee) is a CASB vendor serving roughly 600 customers (Fortune 1000 and enterprises) Tierless support organization Roughly 70 engineers worldwide organized in pods of technology excellence. Overall McAfee has 800+ Tech Support professionals Support team sits with...
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Episode 23: (B2B) Joshua Lory, Sr. Dir. Product Marketing, Global Services, VMware
Josh is Sr Director Product Marketing, Global Services, VMware VMware has ~500K customers & partners around the globe. Support is seen as competitive differentiator and growth engine for VMware and that's how they decided to run Support like product team Org structure -- Roughly 2500 folks...
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Episode 22: (B2B) Ekaterina Syromyatnikova, Director Support, Wrike
Wrike provides a SaaS platform work management — project management and collaboration Customers are small business to enterprise level. 20K+ across 130 countries. Freemium model 60+ people in support team across Eastern Europe. Two tiered support. Majority in Tier-1. Support Ops and Documentation...
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Episode 21: (B2B) Adam Rypinski, Sr. Dir. Digital Experience & Automation, Juniper Networks
"Single pane of glass for simplistic support is missing" Adam’s team is responsible for support operations Customers — Traditionally sold products to Service Providers but now sell to a lot of enterprises globally Support Organization— Primary JTAC (Juniper Technical Assistance Center) —…
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Episode 20: (B2B) Patty Hatter, SVP Global Customer Services, Palo Alto Networks
Key metric for Services organization (from a SaaS perspective) is Renewal Patty leads Global Services Organization — Support, Professional Services and Success Palo Alto is going through a huge transformation from a hardware company to more of a SaaS company. Partners going through transformation...
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Episode 19: (B2B) David Tirazona, Vice President Global Support Operations, Netskope
“When a customer files a ticket, there is a fault in your product or training” Netskope customers are across different verticals — government, financial services, healthcare, retail, tech All support is provided directly by the company; no channel support Global support with 3 centers…
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Episode 18: (B2B) Matt Dale, Vice President Customer Support, Illuminate Education
Illuminate offers several products for teachers, administrators, school districts and for parents Primary folks calling in are administrators Illuminate recently had a 5-way merger and had to integrate several ticketing systems — shared inbox, multiple Zendesk instances, Freshworks, Servicecloud....
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Episode 17: (B2B) Kimberly Gress, Vice President Customer Success, Energage
Energage initially started with product that does “Top Workplace”. Companies purchase Energage to get a better sense of the data and use that to engage effectively with employees. Energage customers are small enterprises (50) to large enterprises (5000+ employees.). Overall 8000 customers; both...
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Episode 16: (B2B) Sanjeev Sisodiya, Vice President Customer Success, Postman
Postman has 8 million registered users across 400K organizations Freemium model but support for all users. Changed internal perspective by not calling them “free” users but users who have not derived enough value to pay for the product. Sales Support in Bangalore Product Support needs...
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Episode 15: (B2B) Francoise Tourniaire, Founder FT Works (Support Consulting)
Key Insights When do support leaders reach out to you — when they are in trouble (slightly less than 50%) e.g., customers are dissatisfied, leaving or complaining, support attrition etc., and when they are not in trouble (rest) — move towards strategic thinking, agent soft skills training etc....
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Episode 14: (B2B) Manny Ruiz, VP Success & Support, InfluxData
Key Insights InfluxData - 600+ customers serving from 1-person startup to Fortune-50 companies Support Organization - non-tiered, roughly 12 people in US and UK. Very remote-friendly. Just started building customer success team. Case volume ~400 per month. How-to / Break-Fix case split 25 / 75...
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Episode 13: (B2B) John Ragsdale, Distinguished VP, TSIA
This is a special episode as John is a Distinguished Researcher at TSIA -- an organization that works with Support Leaders in B2B Technology world. Listen to it to understand what Support Leaders are thinking, what are they doing well, where are they struggling (where they are going to spend…
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Episode 12: (B2C) Brenda Guardado, Head of Support, Coffee Meets Bagel
Key Insights Tech Tool Stack: Zendesk (Ticketing, Helpdesk, AnswerBot), Sprout Social (Twitter, Facebook), Mode (Data Science) Ticket Volume: Few hundred tickets on a daily basis Ticket across channels: 80% Email, 10% (Twitter, Facebook, Instagram, Reddit), 10% (Google PlayStore, Apple App store...
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Episode 11: (B2B) Bernie Kassar, Chief Customer Officer, Xactly
Key Insights When does the role of Chief Customer Officer makes sense in a company's journey? As CCO, following teams fall under Bernie — Customer Success, Renewals, Alliances (Independent Software Vendors or ISVs like Workday etc, System Integrators or SIs like Accenture, Business Development)....
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Episode 10: (B2B) Philippe Mesritz, VP Global Support Services, Khoros
Key Insights Unlike most B2B companies, Khoros doesn't have tiered support. Philipe says a good way to think about their support is following -- Tier-0 is the customer, Tier-1 is the support community and Tier-2 is their own support. Khoros provides support for primarily Fortune 5000 companies…
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Episode 9: (B2B/B2C) Rick Gianvecchio, VP Customer Support, Okta
Key Insights "Nobody wakes up in the morning thinking that they will call Support". Why email is not a great channel for support (a consistent message that I hear from all my guests). Okta is a unique B2B company in that they are actively looking at social media for understanding and resolving...
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Episode 8: (B2B) Eran Ashkenazi, SVP Global Customer Support, SentinelOne
Key Insights o SentinelOne has ~2500 customers (globally) which includes both Fortune 100 customers and small businesses. SentinelOne is also part-SaaS, part-hardware. All this puts a unique challenge on customer support — different language support, 24x7 phone service, customers coming through...
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Episode 7: (B2B) Marlene Summers, VP Customer Support & Community, Zuora
Key Insights o Team follows the operation principle of PADRE - Pipeline, Acquire, Deploy, Run, Expand. Covered here in detail. o Technology Stack Ticketing, Voice, Portal - Zendesk Knowledge Management - Mindtouch Online community - Lithium Search - Solvvy, SearchUInify Agent Training - Skilljar…
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Episode 6: (B2B) David Rubinstein, VP Customer Success & Strategy, Reps.AI
Key Insights o David introduced terminology — “Rep-first” and “Rep-experience” i.e., Focus on hiring and creating the best experience for agents in terms of giving them full knowledge about your product (especially the bad stuff). o Don’t mix commercial aspects (renewal, upsell) into customer...
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Episode 5: (B2B) Nir Galpaz, VP Technical Services & Support, Blue Jeans Network
Key Insights o Hardware vs SaaS support — Risk is shifted to the vendor in SaaS world. This is both good and bad. Good because support is now being seen as part of the overall product offering and consequently support organizations now have a stronger voice internally. Bad thing is that if you…
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Episode 4: (B2B) Caeli Collins, VP Customer Success & Support Panzura
Key Insights o First, no relation to our previous guest :) o Their attrition is super low ~2% (TSIA says average is about 15%). They have built a collaborative culture in support e.g., Level 3 people do not own cases, they just help other folks close theirs. o Panzura NPS is 82! Average for tech...
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Episode 3: (B2B) Greg Collins, Ex-Chief Customer Officer Salesloft, Ex-VP Support Zendesk
Key Insights o Greg introduced the concept of "People-first Revenue Generation" i.e., put People above Process and Technology. o 5 Metrics that Support leaders should keep track of: CSAT - Customer Satisfaction FRT - First Reply Time Requestor wait time Agent Turnover Agent satisfaction (Not EPS…
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Episode 2: (B2B) James Sung, VP Global Support, Netskope
Key Insights o Hiring tips from James that I found to be really unique: 1. Good balance between senior/junior engineers (preferred ratio 2:1). Junior engineers usually turn out better than experienced folks.2 2. Don’t just look for EE/CS majors. James has successfully hired even bio/physics/maths...
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Episode 1: (B2B) Parag Kulkarni, VP SaaS Engineering, Nutanix
Key Insights: o Nutanix NPS is ~90. For B2B Technology companies, average hovers around 30. Clearly, Nutanix is doing something unique. o The team that provides technology tools for Support sits within Engineering rather than in IT/Support. I thought this was super clever -- that way head count…
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ABOUT THIS SHOW
Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization.The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support. Your host is Sandeep Jain. Write to us at [email protected]. More info: https://CustomerSupportPodcast.com
HOSTED BY
Sandeep Jain
CATEGORIES
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Frequently Asked Questions
How many episodes does The Customer Support Podcast have?
The Customer Support Podcast currently has 24 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is The Customer Support Podcast about?
Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization.The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who...
How often does The Customer Support Podcast release new episodes?
The Customer Support Podcast has 24 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to The Customer Support Podcast?
You can listen to The Customer Support Podcast on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts The Customer Support Podcast?
The Customer Support Podcast is created and hosted by Sandeep Jain.
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