Join your CS Community at our 1 year event! We will have 4 amazing leaders below.
AGENDA
• Intro
• Four speakers present for 5 minutes on each topic
• Four, 15 minute breakouts led by our speakers/discussion leaders on each topic
•Event Close
Topic: Putting people first in a remote world
Kim Beinborn is currently leading the effort to help build out the Central region & Customer Success team in Chicago for Slack Technologies, a collaboration platform. Kim is no stranger to this task and is a self-proclaimed “builder” of teams, functions and cultures, having done this at both Built In and Outcome Health in recent roles. Kim cut her teeth in the Customer Success arena at LinkedIn, where she proudly managed the largest vertical in the Talent Solutions business in North America. Kim has always had a passion for people and healthy obsession for Customers, prior to Customer Success, she spent years in the Talent Acquisition industry. As a seasoned leader, Kim inspires high performing teams through her individualized approach, empowering employees to take intelligent risks to encourage self-sufficiency and an “own your business” mentality. On a personal level, Kim enjoys public speaking, being a charity director of a non-profit she runs with her family in memory of her late father, being a dog mom, traveling the world and is an aspiring talk show host.
Topic: Developing a Customer Success team from the ground up: priorities, considerations, and setting a solid foundation for scale.
Jeff Blanchard, Design Director at Highland Solutions works with cross-functional teams to design approaches for consistently creating the most impactful products possible —based on strong HCD principles and methods — and form digital strategies grounded in customer experience, accessibility, and an equitable exchange of value. He loves tackling complex problems, engaging internal and external teams in design thinking and developing human-centered approaches for creating products and services that produce the best possible outcomes for business goals as well as customer needs. His drive to experiment, learn rapidly through dialog and be inclusive of multiple perspectives comes from founding or being part of several startups and growth oriented companies.
Topic: What are some effective ways to reach out to uncommunicative customers to drive more usage & uncover needs?
Charles Perry, Lead Research Advisor, Customer Success, at dscout has been in tech and client service since tumbling out of Northwestern University into the 2008 crash with a degree in English Literature. At dscout, he runs a CS pod of advisors who help researchers, designers and agencies get the most out of dscout’s remote qualitative platform. Before that, he did marketing for an education startup and helped people get refunds on their laser hair removal Groupons.
Topic: Evangelizing Your Customer Journey: Visualizing and socializing your customer journey is an important role of CS professionals. Identifying milestones, client outcomes within each milestone, and identifying every team’s contribution to those outcomes are key in creating a customer-centric organization.
Karin Straehl, Director of Global Client Success at seoClarity; an Enterprise SEO platform providing AI-driven insights to leading brands around the world. Karin has over 12 years of experience in the digital and local marketing space; focusing specifically on Client Success and Client Experience for the past 6 years. She has built and grown Client Success teams within SaaS, B2B and B2C organizations and is a co-President of the Chicago PulseLocal chapter in partnership with Gainsight. In her free time, Karin enjoys exploring the culinary hot spots of Chicago, exercising, and exploring the outdoors with her daughter, son and husband.