Speaker: James Williams, Senior Manager, Customer Success at Torch
Please could you introduce yourself?
James Williams: Hey, everyone! My name's James Williams, I'm in Denver, Colorado and I lead the customer success team here at Torch.
What will you be discussing at the upcoming Customer Success Festival in Austin?
James Williams: So really excited to be on a panel talking about customer engagement strategies, I'm gonna be talking with a number of brilliant CS leaders about what is the opportunity you have in front of you when you build out a tiering and segmentation model with an engagement model that adds value at every single touch point and how that can not only benefit your customers, but also your organization when you're thinking about the need to scale at times like this.
What nugget of wisdom are you hoping to leave attendees with after your talk?
James Williams: Honestly, I know that a lot of uh, customer success teams right now are being asked to do more with less and that's the challenge that, you know, was put in front of me and my team. And that's really where this engagement model and strategy came into focus. We created a goal to have 25% more capacity across the team based off of just shifting how we engage with customers. So excited to kind of talk about that with others, and hopefully, people can feel inspired by ways they could do this within their own organization.
Which other sessions are you looking forward to watching at our Austin event?
James Williams: It is tough to pick just one, but I would say the theme of, you know, doing more at less and really scaling out the business through automation, and just-in-time engagements is really, really important to me and the business, so I'm excited to learn more about scale and how other companies are approaching that. Then there's things always around the enterprise space, high-touch models and risk mitigation that I always like to have a pulse on, you know, what are others doing that I could implement here at Torch?
Why do you think it is important to shine a light on customer success?
James Williams: I mean, I am so passionate about customer success. It's been, you know, my career for a decade now. And I mean at the core of it, a business will not survive; there's not a company without happy customers and customers being successful; it is the route, the only possibility for a company to succeed. and so I feel so passionate about that and I believe that customer success is the center, our customers are at the center of every business in our world, and every department is on the customer success team and how they can play into really impact the value of those customers – that's how businesses are successful.