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Erika Villarreal

SmartMoving

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SmartMoving

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1 to 20 of 23 total

RE: Tools companies use for email drips and videos/voice-overs

Posted By Erika Villarreal Apr 20, 2021 5:05 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hello Ty!! Great questions. I've been using Loom, as I find it easy to record and share. One cool thing is you have free version of 5 min short videos. I did upgrade, some of my videos require more than 5 minutes to show the customer around. I like the experience so far. The team has also used Vidyard ...

RE: Measuring "talk vs. listen" time

Posted By Erika Villarreal Apr 16, 2021 9:57 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hii!! Sorry to jump late into this discussion and thanks so much for the tag!! Yes, in fact, because I love data I also I'm a huge fan of Gong, follow closely their articles and I had already bumped into this one here !! It is actually pretty interesting article, that makes complete sense to me! At the ...

RE: Customer Success Manager Interview Questions

Posted By Erika Villarreal Apr 14, 2021 2:03 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Sure thing!! I'm glad you found these questions helpful! ------------------------------ Erika Villarreal Customer Success Manager ------------------------------

RE: Customer Success Manager Interview Questions

Posted By Erika Villarreal Apr 7, 2021 11:23 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi and I agree!! I have uploaded the CS interview questions file to the Library. It is located in the CS Team Building folder. Hope it helps the community! Let me know your thoughts! Best, Erika​​ ------------------------------ Erika Villarreal Customer Success Manager ------------------------------

Interview Questions for CS role

Posted By Erika Villarreal Apr 7, 2021 11:19 AM
Found In Library: Gain Grow Retain Community
CS interview questions for FrontLine CSMs and Leadership positions #Career #PeopleLeadership

RE: Customer Success Manager Interview Questions

Posted By Erika Villarreal Apr 6, 2021 9:08 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hello Melissa!! Good morning!! I've put up a list of interview questions I got asked during the time I was looking for a job, some of which are very good questions to ask a CSM to validate their experience. I'm happy to share that document with you! Let me know to which email I can send it over! I've ...

RE: Renewal email template Low touch

Posted By Erika Villarreal Apr 5, 2021 7:52 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Thanks so much Clint!! This is super helpful!! My email right now is going this way, if it helps the community: Hi (Contact: First name), Thank you for being a part of the "Company's" family! Can you believe it's been almost XX months since you signed up? I hope you've been able to enjoy all of the benefits ...

RE: Renewal email template Low touch

Posted By Erika Villarreal Apr 5, 2021 7:47 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Thankssss so much for this well thought message!! I'm glad to see that your points actually match my current template, meaning I'm going in the right direction! Appreciate very much you sharing this with me! I'm going to add to my current template the feedback section as I feel this would be super valuables ...

Renewal email template Low touch

Posted By Erika Villarreal Apr 4, 2021 3:12 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hello !!! Hope everyone is having a great Easter and enjoying the weekend! 😁 I'm reaching out to the community to see if anyone would be so kind to share with me an email template for Low-touch renewals? I have quarterly renewals coming up and we still do not have a process (or template) in place for ...

Capacity Planning CSMs

Posted By Erika Villarreal Mar 23, 2021 10:03 AM
Found In Library: Gain Grow Retain Community
This document includes a Spreadsheet of activities for a CSM to understand the capabilities for the week. Hopefully this helps the community! #PeopleLeadership

RE: C-Suite Presentation - NPS Survey Results

Posted By Erika Villarreal Mar 20, 2021 8:09 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Wow Steve!! Thanks for sharing this!! We're also just ran our first NPS survey (and it's still running), and these tips are great!! I also attended Wednesday's leadership roundtable on how to launch a VOC program and loved that session!! Thanks for sharing all of this with the community! Best, Erika ...

RE: Red Accounts Playbook

Posted By Erika Villarreal Jan 16, 2021 1:16 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hello!!! Well... I'm seeing a lot of interest in this topic and a lot of emails requesting the Red accounts playbook from Sandra. Has anyone received the playbook? , I made a summary of all the people who are inter​sted in this document. I bet it's easier to have all the emails in one same spot. I didn't ...

RE: Building and tracking Success Plans

Posted By Erika Villarreal Jan 16, 2021 12:40 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Thank you Jennifer!!! ------------------------------ Erika Villarreal Customer Success Manager ------------------------------

RE: Building and tracking Success Plans

Posted By Erika Villarreal Jan 9, 2021 10:22 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Thaaanks Laura! I'll look for time with you for sure!! Asana seems like it could possibly solve my needs. We also use hubspot CRM and would love to hear more about how you used it. I need an easy way to share the plan with the customers to make them accountable. thaaank you! ------------------------------ ...

RE: Building and tracking Success Plans

Posted By Erika Villarreal Jan 9, 2021 10:02 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Jennifer!! Thank you so much for this! This sounds exactly like what I'm looking for. I was concerned as to if they would need to buy a licence, but if I can invite unlimited guests to that, that can definitely work. I've personally used Asana for my team and project management in the past. Thanks ...

RE: Building and tracking Success Plans

Posted By Erika Villarreal Jan 8, 2021 9:18 AM
Found In Egroup: Customer Success Leadership Community \ view thread
Hello Jordan!!! Thank you very much for this information!! We are currently using Trello for Professional Services management, so I'm very familiar with the tool. Would you be open to having a 20 min conversation so I can understand better how is it you're using it? I'd love to hear more and see how ...

RE: Best CS Conferences

Posted By Erika Villarreal Jan 4, 2021 8:46 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Thanks Melissa!! That link was super helpful!!! ------------------------------ Erika Villarreal Customer Success Manager ------------------------------

RE: What tools do your CS team use?

Posted By Erika Villarreal Jan 3, 2021 4:50 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hey Max, Here is the list of my current Tech Stack, hope this helps. CS tool - ChurnZero Intercomm for Customer Service Hubspot CRM Trello RingCentral Slack (of course) Product Board for Product roadmap Zoom Todoist for project management Best! ------------------------------ Erika Villarreal Customer ...

RE: General CSM-Program - Gain Grow Retain Open Collab Library

Posted By Erika Villarreal Jan 3, 2021 4:41 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hello Arnold! I am currently building a program like this at my company. I'd add this into your metrics: 24. Customer Health 25. Success Plans 26. Building customer journey 27. Engagement models (high touch/Low touch models) ------------------------------ Erika Villarreal Customer Success Manager -- ...

RE: Best CS Conferences

Posted By Erika Villarreal Jan 3, 2021 4:27 PM
Found In Egroup: Customer Success Leadership Community \ view thread
Hi Katrin, I've heard incredible things from the Gainsight Pulse conference. ------------------------------ Erika Villarreal Customer Success Manager ------------------------------