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Shari Srebnick

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Posted By Shari Srebnick Aug 23, 2021 4:47 PM
Found In Egroup: Customer Success Leadership Community
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Hi Bill, Another fantastic recommendation is Andreas Knoefel. He's also a GGR member and can be contacted via this community. ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------
Posted By Shari Srebnick Jul 26, 2021 9:28 AM
Found In Egroup: Customer Success Leadership Community
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Hi Dima, Not related to any specific certification track/course, I had @Bob London work with my team on asking better questions and actually listening vs jumping in to solve a problem or sell a solution. It was really valuable and my team walked away with some simple tactics that they could apply right ...
Posted By Shari Srebnick Jun 15, 2021 9:30 AM
Found In Egroup: Customer Success Leadership Community
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Hey Chandler, I can't offer any insights as we're smack in the middle of the implementation project now. However, if I'm being honest, I'm still incredibly skeptical that SFDC will really provide the value that CS teams need for success. Having said that, I'd be interested to hear from others who ...
Posted By Shari Srebnick May 6, 2021 9:14 PM
Found In Egroup: Customer Success Leadership Community
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Andrew! Long time no see! Your absence has definitely been noticed. :) Glad to hear it's because of all things good. Your 2nd paragraph is exactly the approach/angle I'm wanting to take. He's a data driven guy therefore all those points would definitely resonate. I also like the points about tying ...
Posted By Shari Srebnick May 6, 2021 6:47 PM
Found In Egroup: Customer Success Leadership Community
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Hey GGR, If you had the opportunity to push for a Global CS Ops hire, and had the ear of your CRO (who leads Sales & Services), how would you sell it? Long story short, I had a conversation today with our CRO and this was something we discussed. It piqued his interest and he wants to have a conversation ...
Posted By Shari Srebnick May 6, 2021 6:32 PM
Found In Egroup: Customer Success Leadership Community
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Hi Allison, We have a somewhat similar model though our differentiator is that we do have an Account Manager who handles the commercials. However, CSM's are involved in some of the conversations, and often kick those off and then handover to the AM. That said, from what I'm reading in your post, it ...
Posted By Shari Srebnick Apr 27, 2021 6:45 PM
Found In Egroup: Customer Success Leadership Community
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Hi Matt, I also own the Customer Support function for our US org, and as I've just hired someone new, these are also things I am thinking about. Outside of learning our tech stack for support and all of the other foundational pieces (our software, etc.), these are some of the things I am thinking about, ...
Posted By Shari Srebnick Apr 19, 2021 11:38 AM
Found In Egroup: Customer Success Leadership Community
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Hi Ty, We use LOOM as well for the videos and have received great feedback from customers when we use those. We've also used it to create short training videos for internal use. Our team put together quick workflow videos for our AE's that helped them when in a demo with a prospect. ------------------------------ ...
Posted By Shari Srebnick Apr 14, 2021 1:18 PM
Found In Egroup: Customer Success Leadership Community
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Thanks, Andrew. :) This is exactly what I was thinking and how I was going about creating the playbook for this. Your feedback helps a lot and it's also very validating. ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------
Posted By Shari Srebnick Apr 14, 2021 12:17 PM
Found In Egroup: Customer Success Leadership Community
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Hi GGR, Where in the Sales Cycle does your CS team get involved? Or do they? We don't currently have a process in place, and due to that it's a little disjointed and needs to be improved. Not just for us, but obviously more so for the prospect (and hopefully eventual customer). So my questions are: ...
Posted By Shari Srebnick Apr 14, 2021 12:07 PM
Found In Egroup: Customer Success Leadership Community
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We're a global company, but our US org is only about 25 people, with many remote already. Obviously, they'll stay remote. For those that live in proximity to the office, our return to work looks very similar to what Anna's company is doing, and the leaders have discretion for their own teams. Most ...
Posted By Shari Srebnick Apr 5, 2021 6:44 PM
Found In Egroup: Customer Success Leadership Community
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Hi GGR, My long time Customer Support Specialist is leaving after almost 7 years and therefore I'm in the process of just starting interviews. I've not had to hire for this role before - it is first and foremost managing the Tech Support queue via Zendesk/JIRA for our US customers, but includes other ...
Posted By Shari Srebnick Apr 5, 2021 6:38 PM
Found In Egroup: Customer Success Leadership Community
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No worries ! It was exciting to have so much interest. The recording is posted in the Library should you want to watch. :)​ ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------
Posted By Shari Srebnick Apr 4, 2021 5:13 PM
Found In Egroup: Customer Success Leadership Community
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Yes! I posted it right after the session. I also made a post in the discussions for awareness. :)​ ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------
Posted By Shari Srebnick Mar 30, 2021 5:46 PM
Found In Egroup: Customer Success Leadership Community
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Hi GGR, The file has now been uploaded into the library and can be found under "Customer Journey". Thank you again to @Markus Siebeneick for so generously offering his time to share his insights with all of us. Much appreciated! ​ #CustomerSuccess #Technology ------------------------------ Shari Srebnick ...
Posted By Shari Srebnick Mar 30, 2021 5:21 PM
Found In Library: Gain Grow Retain Community
Markus Siebeneick walks us through how he uses Quip templates (now rebranded as Salesforce Anywhere) with his CS team and how it also provides value for Sales, Account Management, and even Professional Services. #CustomerHealth #CustomerJourney #CustomerSuccess #Metrics
Posted By Shari Srebnick Mar 29, 2021 3:54 PM
Found In Egroup: Customer Success Leadership Community
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Hey Liam, Unfortunately I had to cap out the Zoom last week (I posted it above in the thread; message right above yours) due to size. It was getting too large and I wanted to ensure we retained the ability for Q&A and conversation. If ok with the group, I'll record it and post in the library here. ...
Posted By Shari Srebnick Mar 29, 2021 8:05 AM
Found In Egroup: Customer Success Leadership Community
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Hi Sue, I'm pretty sure I added you last week. Please check whatever email you provided me and then let me know via private message on here vs this thread. Thank you!​ ------------------------------ Shari Srebnick Head of Client Success - US ------------------------------
Posted By Shari Srebnick Mar 25, 2021 12:40 PM
Found In Egroup: Customer Success Leadership Community
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It's ironic that you bring this up (well maybe not so ironic), because one of the key takeaways for me - that stood out immediately - was that the CSMs need to be having better/more in-depth business related conversations. They tend to focus too much on subject matter, and not enough on the bigger picture. ...
Posted By Shari Srebnick Mar 25, 2021 9:49 AM
Found In Egroup: Customer Success Leadership Community
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- please send me your email addresses and I'll add you. For all others: I am going to cap this Zoom out at this point. It's getting very large and I want to ensure we have the ability to have a proper Q&A and conversation. Thanks for understanding! ------------------------------ Shari Srebnick ...