Customer Success Summit Breakout Session Presented by: Jeff Cann, Sr. Director of Client Experience, Sysomos

1. Building a High Performing
Customer Success Team: The
#Millennial Advantage

2. About Me
> 9 years is SaaS
> 8 years in leadership
roles
> 7 years at Sysomos
> 6 time axe throwing
champion

3. Sysomos is the world’s largest independent social intelligence platform.
We help over 1400 companies - including 80% of the world’s most valuable brands and 90%
of the Global Top 250 PR Firms - understand and interact on the social web and use real-time
social data to build better and smarter businesses.

4. ① Myth
Busting
② Recruiting
③ Employee
Success
Agenda

9. Myth #1: Millennials have no job loyalty
Perception
> Millennials view
jobs as projects
Reality
> Millennials are loyal
to who values them
> Millennials are loyal
to the experience

10. Myth #2: Millennials want to be CEO
tomorrow
Perception
> Millennials expect
promotions every
six months
Reality
> Millennials don’t want
to be the CEO…. But
would love to give the
CEO advice

11. Myth #3: Millennials care more about work-
life balance
Perception
> Millennials are not
willing to put in the
hours necessary to
move up
Reality
> Work is done
everywhere, not just
in the office

13. • College & University Partnerships
• Internship Programs
• Treat references like gold!
Build Your Bench

14. Pitch Your Company and Yourself
• Culture
• Brand Values
• Leadership Philosophy

15. • Core Competencies
• Emotional IQ & Will
• Standardized Interview Approach
Know what you are looking for

16. Employee Success = Customer Success

17. Delighted and engaged employees = delighted and
engaged customers
THE SERVICE PROFIT CHAIN
• Recruit, engage and retain the best people
• Generate alignment with strategy
• Create an engaging workplace
Engaged
Employees
Engaged
Customers
Profit and
Growth
• Customer focused
• Brand & Customer advocates
• Sales growth
• Profit growth
Experience
Efficiency Loyalty

18. 6 Steps to Creating an Engaging Workplace
> Pay and benefits
> Training and development
> Competent management
> Engaging leadership
> Regular communication
> Recognize and reward performance

19. Put Your Strengths to Work
Talent: Rank:
Input 1
Achiever 2
Learner 3
Strategic 4
Futuristic 5

20. > Learning experiences and a path trumps
promotions and job titles
> Make Customer Success the feeder team for
the entire organization
> Having a best friend at work matters
> Employee engagement is the engine that
drives customer success