The first 30 days of a new job are all about listening and learning. If I were starting in a new #customersuccess role on Monday, here’s the playbook I’d follow:
Internal listening tour, 1v1 or small groups:
– direct reports
– peers
– implementation / services
– support
– education
– product
– engineering
– sales
– hr
– marketing
– finance
– board
Customer listening tour:
– shadow 10 customer calls
– listen to 10 calls on Gong (sped up 1.75x)
– do 10 customer calls myself
– read discussions on customer community forums
I’d ask the same, simple set of open-ended questions to everyone I talk to:
1. what’s going well?
2. where can we improve?
3. What untapped opportunities do we have?
Then I’d summarize my findings into a document or presentation so I can share my learnings:
👊 Top 3 items in: 1) going well, 2) needs improvement, 3) untapped opportunities categories
👊 Contrasts between internal and external views
👊 Where can my team make an impact?
👊 Where will we need help from other teams?
👊 Where do I need to gather more data?
👊What will I focus on the next 30-60 days?
What else would you add?
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