In this episode of the CS School podcast, we're joined by Roger Mendez, Global Leader of Strategic Programs, Customer Success & Acceleration at Cisco, about the critical role of customer success operations, AKA "CS Ops."
Learn more about CS Ops with Roger... IRL
What's this episode about?
We discuss the unique challenges and opportunities that CS Ops presents, as well as the specific skill sets and pathways that aspiring professionals in this domain should cultivate.
Join us as we unpack the intricacies of CS Ops, learn about Roger's day-to-day operations, and explore the future of this vital aspect of customer success within the tech industry. Whether you are a seasoned professional or just starting your journey, this episode promises to be an informative and engaging exploration of a field that is rapidly gaining prominence.
Key discussion points – at a glance
- How and why CS Ops differs from traditional customer success
- How to transition into CS Ops
- The importance of personalization and proactivity
- Why cross-functional collaboration is at the heart of CS Ops
- Why you need to take a data-driven approach
- How to scale your Ops function for operational excellence
- Tips on overcoming challenges
- A typical CS Ops day
- Roger's breakthrough moments
- The future of CS Ops
A little bit about Roger
Roger is passionate about the customer journey, revenue retention, and achievement of desired business outcomes, and has extensive product knowledge coupled with creative ideas for innovation and customer success.
As one of the original team members in Cisco's CS function, he's been integral in building it and its CS Ops division from the ground up.
Resources
🔗 Connect with Roger on LinkedIn
📽 Continue your CS Ops education by attending Roger's session at Customer Success Festival San Francisco on September 4-5, 2024.
📚 Learn more about CS Ops and building your dream team for success with a certification
Be on the pod!
Did you enjoy this episode? If so, please subscribe to the CS School podcast and leave a rating and/or a review – we appreciate your support!
Alternatively, you can speak to us on our socials, or get involved with the discussion on the Customer Success Collective Slack channel.
Have you got something to say? Perhaps you wanna be on the podcast, or know someone who’d be a great guest? Get in touch, contact hello@customersuccesscollective.com. 📩
