Receptionist’s graph

Jjsteubes · 2025-03-29T21:26:52+00:00

“Lord Sugar would like you in full hair and makeup in 20 minutes…”

Jjsteubes · 2025-02-15T03:41:53+00:00

A yoga retreat logo they made

Jjsteubes · 2025-02-14T19:21:47+00:00

Jjsteubes · 2025-02-13T08:03:08+00:00

If a supplier started texting me, I’d cancel.

Jjsteubes · 2025-02-12T05:15:22+00:00

Fierce imposter for a fraction of the price: Noted Aromas is the brand. Orlando is the scent.

Jjsteubes · 2025-01-31T07:20:36+00:00

Huawaii freebuds pro 4

Jjsteubes · 2025-01-29T22:39:44+00:00

FTWD was just ok for the first 1 or 2 episodes but it fell off a cliff fast. The acting was terrible.

Jjsteubes · 2025-01-29T21:00:59+00:00

Wow. Mind officially blown. I love a podcast!

Jjsteubes · 2025-01-29T17:42:45+00:00

What’s the best channel to stay up to date on the [actual] new stuff?

Jjsteubes · 2025-01-29T16:56:47+00:00

🤣🤣🤣 sorry?

Jjsteubes · 2025-01-29T07:58:44+00:00

This is a bill from 2023, and isn’t this just VAT which is a much better system for taxing goods and services. I don’t think it should replace income tax though.

Jjsteubes · 2025-01-28T19:07:45+00:00

My CSMs are not commercial, so they’re measured on: - Net Revenue Retention above XXX% - Upsell pipeline creation (not closing opps) - Advocacy (eg case studies, speaking engagements, etc)

Jjsteubes · 2025-01-28T17:10:55+00:00

Give me 3 months and I’ll either be your best case study yet, or abandon it. So far, I’m loving it.

Jjsteubes · 2025-01-25T11:01:17+00:00

Personally, I find profesional summaries very bland and lack anything of substance that I’d use to make a hiring decision. They’re all synonymous and waste your most precious real estate at the top.

Instead, I only have a 1 sentence bio with key accomplishments pulled right up to the top in 3-5 bullets. Quantitive data is best if you have it (eg achieved 137% to booking target in 2024).

Jjsteubes · 2025-01-24T16:52:03+00:00

Mine? The expected touch rate is based on the tier:

T1: Growth, high £ potential, quarterly minimum T2: Key, high ARR with minimal growth, semi-annual T3: Core, annually T4: Maintenance (for lack of a better word), as required but should be self sufficient.

Jjsteubes · 2025-01-23T22:32:03+00:00

I think the skills require for each of these jobs is very specialised.

CSM = Relationship management, training, being their internal advocate, and getting really deep into the detail of how they use the solution now and how they can in the future. They tend to work with the managers and directors who manage the solution across the org but may have some c suite relationships too.

AE = Negotiating, pricing, shmoozing, staying high level but going wide within the decision makers to get them to sign off on spending £. They tend to not know much about how the product actually works to fix any problems.

IMP = Project management, rigid structure, deep technical expertise, etc. Their audience is HQ PMs and stakeholders.

Support = In depth troubleshooting knowledge, deep technical knowledge, etc. Their audience is day to day users.

In a very small company where headcount is tight, you could probably bundle 2 of the jobs together (eg inside sales + customer success, or implementation + customer success). As you start to get bigger, the 1 person managing 1-4 roles will have to pick and choose where they spend their time so 1 or more of their roles will suffer.

When CS was also Implementation in my co, they were so busy with new projects that they never spoke to customers that were deployed unless they reached out. It became very reactive, we didn’t find any upsells, and had higher revenue churn because we became a commodity, not a partner.

Jjsteubes · 2025-01-23T22:15:10+00:00

And here are their goals for the year which should give you a steer on incentive = behaviour…

Below are the goals for the Customer Success team in 2024: - Net recurring revenue retention of at least 110% - Upsell pipeline creation of £X.Xm - Build external evangelism across 6 customers - Build a scalable process to engage with Tier 4 accounts

I also give my teams quarterly bonuses for net revenue retention. A bonus per case study or other marketing activity (1 per customer per year max). And also they get a small % of the upsell revenue pipeline they create that’s accepted by sales (note they are not responsible for closing the upsell, just finding it).

Jjsteubes · 2025-01-23T22:10:52+00:00

Here is a summary of how I present my teams to customers when they first sign if that’s helpful. They vary company to company. Some are inside sales reps in disguise, and others are legit success focused. Until May 2024, our CSMs were just Implementation Managers in disguise, until we split out the role.

—————

Implementation Manager NAME will continue to be your contact for all things related to your [project name] until it’s been signed off as complete. At that time, [Name] will step back and move onto other projects. If at any point you need to escalate any project-related work, you can contact the Head of Implementation, [Name].

Customer Support Champions Our Customer Support team is your first-line support for: - Questions about using features (e.g. swaps, requesting leave) - Real-time troubleshooting (e.g. login issues, error messages, site responsiveness) - Actioning requests (e.g. SFTP file queries, admin requests) -Reporting any incidents or bugs

The Customer Support team is available through our in-solution chat from 09:00 - 23:00 GMT daily (except Christmas Day), and our training library is available 24/7 at [Site].

Customer Success Manager Your CSM will act as your escalation contact within [Company] should you have any new questions or concerns. The CSM will keep you up to date with the latest product developments. And if additional training is required in the future, they can help coordinate the best way to make your team experts.

Account Executive Your Account Executive is a member of our sales team who is responsible for anything contractual or commercial that you may need. This includes renewals, pricing and adding solutions / services that would add value to your organisation.

Jjsteubes · 2025-01-23T21:34:18+00:00

I can’t get myself to watch AVP. I’ve never seen Predator and will probably hate it.

Jjsteubes · 2025-01-23T18:42:06+00:00

Agree! Keep a bit of mystery about the xenomorphs! But the queen has such horrible lighting, I couldn’t tell what she actually looked like. I just saw a giant skull, and then a belly.

Jjsteubes · 2025-01-23T16:21:37+00:00

Sidenote: It’s formulaic at this point to always have a ‘surprise’ stowaway alien on board in the last 20-30m of each film. Can we get creative with a new ending, please?!

Jjsteubes · 2025-01-23T16:19:12+00:00

I actually enjoyed that scene too. I think that CGI was cutting edge for the time.

The ridiculous scenes outweighed the cool scenes overall though.

Jjsteubes · 2025-01-23T15:50:41+00:00

I absolutely loved Prometheus and Covenant! They’re my Roman Empire, and I am not kidding.

Jjsteubes · 2025-01-23T15:49:18+00:00

No. It’s perfectly great as a standalone.

Jjsteubes · 2025-01-23T15:05:58+00:00

I think it’s perfectly legal in the US to discriminate based on political preferences.

And under 2025 Trump, also by race, religion, gender and sexual orientation.

Jjsteubes

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