Speaker: Angela Kenner, Vice President of Customer Success, Voltaiq
Please could you introduce yourself?
Angela Kenner: Hi, my name is Angela Kenner. I'm the vice president of customer success for Voltaic. A lot of my background and experience lies in digital transformation, digital products, both product management development. Um also understanding digital user experiences and products anywhere from software as a service to data as a product.
What are you going to be talking about at Customer Success Festival?
Angela Kenner: So what I'm gonna be talking about are cross collaboration efforts and just different use cases. Examples in my experience with having customer experience which can include success, marketing, sales service, um collaborating with product management. I think a lot of organizations, especially in digital products are definitely trying to do this. Um I've been really fortunate to be in customer success now, specifically in technical products for 14 years. And I spent the last couple of years really honing in on product development and product management and understanding the pillars of what makes that department um super fun to work with and collaborate with. Um so interested in just sharing some of my insights and lessons learned and also hearing from anyone else that's had similar experiences.
What is the biggest challenge facing Customer Success teams today?
Angela Kenner: So what are the biggest challenges facing customer success today? But to speak from my own experience, it's scalability. We're always trying to do more, right? Um And we're always trying to do it much faster. And so I think staying nimble within the market, especially in digital products has definitely been a challenge pretty much for everybody. I'm sure um all the more reason why some of those class collaboration internally uh between customer experience, customer success and product um is super important. If we're understanding what kind of motivates each of those teams, what they're held accountable to and what tools they're using um to make sure customers and users are successful with their product. Um I think all the more uh worthwhile in collaborating on different projects and learning from one another. Uh Some of the best initiatives that we've gotten off the ground is when we're working together um to try to help improve customer experience overall or even down to things like feature adoption for different users.
What’s your number one customer success tip?
Angela Kenner: What is my number one customer success tip? Um Stay agile. You know, I can't tell you how many initiatives and projects that I've started and then realized I wanted to pivot and change later iterate and then re release it back into the market. Um I think having those types of agile men mentalities with you and your team is going to be really important um just to help stay proactive and be ok with yourself and with your team making mistakes, taking reasonable or responsible risks to try something new.
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