Zach Zabella, Customer Success Festival | Boston 2023

July 24, 2023

Video Transcript

Speaker: Zach Zabella, Director, Customer Experience & Operations, Nielsen

Zach Zabella: Hi, my name is Zachary Zabella. I am the director of customer experience and operations at Nielsen. I have 14 years experience in the media entertainment field. I have worked in different roles such as editor, editing manager, project manager, product trainer, partnerships, business engagement, and most recently as a customer success lead.

Zach Zabella: At the Customer Success Festival in Boston. I look forward to talking to fellow customer success leaders and audience members about a product led versus client led customer success organization and everything that goes along with it including best practices, customer centricity, tooling, strategy, go to market, commercialization and topics of that nature.

Zach Zabella: It's extremely important that customer success managers step away from their day to day jobs to attend customer success events such as these, networking interfacing with clients, interfacing with partners, vendors, etc. You know, meeting up with old colleagues, meeting up with new colleagues, making some new connections. Hearing the latest industry trends, be surprised you hear a lot of things that you didn't even know were happening. So really, it's a, it's a knowledge share, it's a way to network, it's a way to get fresh ideas on topics that individuals are struggling with within their own organizations. So certainly step away from that day to day job, attend a few of these customer success festivals and you will be a better people, partner, client and self manager for it.

What’s your number one customer success tip?

Zach Zabella: My number one customer success tip is to listen, that's it. Just to listen, listen to your friends, your family, your colleagues, the market, and most importantly your clients because they've already listened to everyone else. If you are a good listener in the world of customer success, you've already fought half the battle that you need to fight. Listen, take that feedback, turn it into something, turn it into actions, actionable insights, turn those actions and actionable insights into products into services and that will create customer success and therefore create success for you.

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