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Yanira "Janita" Sesniak

IngeniousIO

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IngeniousIO

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Posted By Yanira "Janita" Sesniak Nov 24, 2020 10:37 AM
Found In Egroup: Customer Success Leadership Community
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Thanks , both of these ideas are helpful as we figure out a new low-touch model: " a checklist of what they need to do to start using your product and "agree to a series of meetings to check their progress where you both have a chance to re-evaluate the need for onboarding assistance". We do have an ...
Posted By Yanira "Janita" Sesniak Nov 24, 2020 10:36 AM
Found In Egroup: Customer Success Leadership Community
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I appreciate you sharing your insights, we are looking to launch a low-touch model and this is a great opportunity to decide on our positioning. ​And I like asking the question of my sales rep to be sure, " In a year, are they churning? If so, what reason code do you use? Would it be "sold to wrong ...
Posted By Yanira "Janita" Sesniak Nov 24, 2020 10:33 AM
Found In Egroup: Customer Success Leadership Community
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Thank you , this shows me that even as a new startup, we can't afford to waste any time gathering those references. ​ ------------------------------ Yanira "Janita" Sesniak Vice President of Customer Success IngeniousIO ysesniak@gmail.com ------------------------------
Posted By Yanira "Janita" Sesniak Nov 24, 2020 10:30 AM
Found In Egroup: Customer Success Leadership Community
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thanks for taking the time to share your insights with me. Do you (sales) charge additionally for onboarding/implementation? yes How long is the average onboarding time for your product? 6 weeks Do you have help docs or good tutorials? yes Do you have any data on customers who have been onboarded ...
Posted By Yanira "Janita" Sesniak Nov 24, 2020 10:27 AM
Found In Egroup: Customer Success Leadership Community
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HI , thanks for sharing. In my past roles I have offered consulting hour packages so this is something I can explore at my new company as well. This package doesn't exist here yet but I can develop it. Thank you.​ ------------------------------ Yanira "Janita" Sesniak Vice President of Customer Success ...
Posted By Yanira "Janita" Sesniak Nov 24, 2020 10:25 AM
Found In Egroup: Customer Success Leadership Community
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Hi Brian, that's a great idea. I will be working on gathering these case studies that highlight onboarding value for our customers moving forward. ------------------------------ Yanira "Janita" Sesniak Vice President of Customer Success IngeniousIO ysesniak@gmail.com ------------------------------
Posted By Yanira "Janita" Sesniak Nov 20, 2020 3:24 PM
Found In Egroup: Customer Success Leadership Community
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Hello GGR community - What do you have in place (if anything) when a prospect wants to buy your product but isn't interested in any kind of onboarding? The customer's reason to the sales rep is " I've been through onboardings before and I don't feel like it's an efficient use of anyone's time- ...
Posted By Yanira "Janita" Sesniak Nov 20, 2020 3:20 PM
Found In Egroup: Customer Success Leadership Community
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Hi 👋🏽 - When I worked with Salesforce we had our Customer Success Operations team build us a custom section and fields called "Success Plan" that was accessible across the company so that anyone including Account Managers and Sales could at a glance understand what was on the Success Plan.​​ - ...
Posted By Yanira "Janita" Sesniak Nov 20, 2020 3:16 PM
Found In Egroup: Customer Success Leadership Community
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Hi Lauren 👋🏽 - an act of inclusivity to me looks like saying, "what can we learn from this experience?" when something goes wrong. ------------------------------ Yanira "Janita" Sesniak Vice President of Customer Success IngeniousIO ysesniak@gmail.com ------------------------------
Posted By Yanira "Janita" Sesniak Nov 5, 2020 2:29 PM
Found In Egroup: Customer Success Leadership Community
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Hi - Yes, I have led teams where Onboarding Specialists are responsible for the training aspect of onboarding. They conducted 1:1 training sessions and we also had other training options such as customer webinars and on-demand video trainings. I agree with you that CSMs can have more productive conversations ...
Posted By Yanira "Janita" Sesniak Nov 4, 2020 3:18 PM
Found In Egroup: Customer Success Leadership Community
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Hi - One way I've done this in the past using Salesforce is create a custom field titled "Next QBR​ date" and trained all teams to check this field in the company profile to keep track of upcoming dates. ------------------------------ Yanira "Janita" Sesniak Vice President of Customer Success IngeniousIO ...
Posted By Yanira "Janita" Sesniak Nov 4, 2020 3:15 PM
Found In Egroup: Customer Success Leadership Community
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Hi , great question! I have seen Onboarding Specialist as well along with "Success Coach". In my current organization onboarding and account management are handled by my CSMs. Similarly, my old teammate Rich is a "Customer Onboarding Specialist" (https://www.linkedin.com/in/richardbenavides).​​ ---- ...
Posted By Yanira "Janita" Sesniak Nov 4, 2020 3:12 PM
Found In Egroup: Customer Success Leadership Community
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Good luck with your interview ! My question is similar to 's " What does success look like in this job in 90 days and in 1 year?" ​​ I like to ask, "In one year what will I have done to exceeded your expectations for this role?" 🤗 ------------------------------ Yanira "Janita" Sesniak Vice President ...
Posted By Yanira "Janita" Sesniak Nov 4, 2020 2:22 PM
Found In Egroup: Customer Success Leadership Community
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Welcome to the community !​ ------------------------------ Yanira "Janita" Sesniak Vice President of Customer Success IngeniousIO ysesniak@gmail.com ------------------------------
Posted By Yanira "Janita" Sesniak Oct 30, 2020 1:42 PM
Found In Egroup: Customer Success Leadership Community
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Hi Paul - You've taken a great step by joining our GGR community. Here's a link to a few other actions you can take in pursuit of your CSM role. Let me know any questions or feedback you may have and good luck on your search! https://www.linkedin.com/pulse/3-ways-land-customer-success-role-wit ...
Posted By Yanira "Janita" Sesniak Oct 30, 2020 1:34 PM
Found In Egroup: Customer Success Leadership Community
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Hi , this is a terrific question! I believe I touch on this with our Sales Engineer role. This role has recently started reporting to me as the VP of CS and not to our Sales leader and so far we've had success. See below for what the role generally looks like and the skills and structure I've established ...
Posted By Yanira "Janita" Sesniak Oct 29, 2020 7:42 PM
Found In Egroup: Customer Success Leadership Community
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, thanks for sharing! thought of you. ​​ ------------------------------ Yanira "Janita" Sesniak Vice President of Customer Success IngeniousIO ysesniak@gmail.com ------------------------------
Posted By Yanira "Janita" Sesniak Oct 2, 2020 4:16 PM
Found In Egroup: Customer Success Leadership Community
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Hi Chad - When I read the type of person you are looking for to me it sounds like a CS Operations Manager. I've haven't had the pleasure of hiring one myself yet so the above responsibilities have always fell to our CS org itself. Here's a helpful article on what that is and how they could benefit ...
Posted By Yanira "Janita" Sesniak Oct 2, 2020 4:12 PM
Found In Egroup: Customer Success Leadership Community
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Hi Dan - In my past 3 companies I have not received as much leadership training I would like. Out of all of these, mentorship has had the greatest impact on my career and it was I who sought it out. The reason is I got a very clear understanding what leaders were looking for not just in the numbers ...
Posted By Yanira "Janita" Sesniak Oct 2, 2020 3:11 PM
Found In Egroup: Customer Success Leadership Community
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Hi Chrissy - One question I like to ask is what their plans are to continue updating their platform and how you as a customer will be notified of updates/releases/etc. ------------------------------ Yanira "Janita" Sesniak Vice President of Customer Success IngeniousIO ysesniak@gmail.com --------- ...