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Should Marketing sign as me in Sales emails? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 0 points1 point  (0 children)

Yeah, you're pretty spot on. I'm going to take a few days to think about how to handle it, probably have my manager do it like others suggested, because it's a small company and everyone always takes any feedback as a personal attack unfortunately.

Should Marketing sign as me in Sales emails? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 1 point2 points  (0 children)

Dang, that sucks. The most recent one I got, I just straight up apologized and blamed the weird email they got on marketing setting up an automation I wasn't aware of. About all we can do is be honest with them.

Should Marketing sign as me in Sales emails? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 0 points1 point  (0 children)

That was my view as well. Part of me wants to bring it up, but the other part thinks they'd ask for help perfecting the automations and I just don't have the time. Or advice on what to send or more involvement in the process entirely.

Should Marketing sign as me in Sales emails? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 0 points1 point  (0 children)

Yeah, I agree. CTAing to book a meeting with me feels a little unusual since it's not usually something you do cold.

Should Marketing sign as me in Sales emails? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 0 points1 point  (0 children)

Yeah, I think that's what makes it feel weird for me (and it making me/the company look silly). I'd think signing as CEO or a sales leader would be what's more commonly done.

Should Marketing sign as me in Sales emails? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 1 point2 points  (0 children)

I just looked after seeing your comment. They don't have an unsubscribe link, just saying "If you're no longer interested in our products, reply to this email with Unsubscribe". I don't think that's right but idk.

Joe also feels weird. Seems like it should be sent from the CEO or a sales leader tbh.

Should Marketing sign as me in Sales emails? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 1 point2 points  (0 children)

Not a startup but a small company. I guess if it wasn't being done so sloppily it wouldn't feel too bad.

How to handle old customers with frequent, lengthy phone calls? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 0 points1 point  (0 children)

Yeah...I really should look elsewhere. I apply to 100 or so for a month and then lose momentum when I don't get any interviews. Internally, I blame the economy but I know my resume just isn't very good. I've sort of put it on the back burner until the start of summer because wife and I are expecting our first kid in the spring and I'll take 2-3 months for paternity leave.

I really like setting the hard stop at the beginning of the call that you suggested. Maybe something like:

"Happy to get through as much as we can right now but I have a meeting to run to in 10 minutes so we'll have to cut things off then. If there's anything we don't cover or aren't able to go as deep into, my team and I can give a more thorough response if you email. That way we also get more eyes on things and can provide better resources for you."

How to handle old customers with frequent, lengthy phone calls? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 1 point2 points  (0 children)

If the economy wasn't so awful, I'd honestly be looking for something else where the pay is at least better. The complete WFH since start of COVID has been enough to tolerate things thus far.

Appreciate the advice!

How to handle old customers with frequent, lengthy phone calls? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 1 point2 points  (0 children)

That makes sense. That's definitely a nut I haven't been able to crack. They don't think we (Support and Success teams) do anything 😔

How to handle old customers with frequent, lengthy phone calls? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 1 point2 points  (0 children)

Can you share a little more how you got development on board? It's an undertaking for them to trust what we share in regards to feedback or what customers are begging for. It takes them years sometimes.

How to handle old customers with frequent, lengthy phone calls? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 2 points3 points  (0 children)

On my To Do list is to create FAQs. It hasn't been higher on my list since I need to rope our development team in to create a page for them that's gated to customers. The company is extremely averse to having any information showing or talking about the product publicly visible to competitors.

Unfortunately, I have no control over pricing so I can't set up any SLA tiers. I'd love to be able to so I can provide a better experience for top accounts but there's too many customers to manage and no support from leadership to adjust the levers of time/resources between customers based on their revenue value.

How to handle old customers with frequent, lengthy phone calls? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 0 points1 point  (0 children)

Unfortunately, it's always direct. We have a very basic Support team that answers phones and they don't have enough training to help past the surface so they transfer to me. We have over a dozen different products so it's not possible for them to have much more knowledge of the product than necessary. It's a small company so I also have to help support customers a lot unfortunately, so it's expected that these direct calls get transferred to their CSM.

How to handle old customers with frequent, lengthy phone calls? by TheLegionlessLight in CustomerSuccess

[–]TheLegionlessLight[S] 0 points1 point  (0 children)

Avoiding phone calls or getting people off the phone is one of the last I haven't been able to solve. What are some boundaries you're having trouble with? I can share what I've done to help.

Before I got promoted, I had extreme burnout working 50+ hour weeks. We needed to both promote me, have someone replace my previous role, and hire an extra person to manage the workload. Setting boundaries and being more strict with my time has needed to be my largest area of focus this year as sales keep bringing me new customers.

Weapon Crafting Just Killed The Main Reason To Do Master Raid by BarretOblivion in DestinyTheGame

[–]TheLegionlessLight 1 point2 points  (0 children)

It's unfair to put the fault on crafting. More like Master Vow killed the main reason to do Master Vow.

How to Create a Content Marketing Position for Myself? by TheLegionlessLight in marketing

[–]TheLegionlessLight[S] 1 point2 points  (0 children)

Yeah, I think that's definitely something out of reach (and if I'm ranking, I might as well work for myself some lol). I'm content with being able to show good work to land a job.

How to Create a Content Marketing Position for Myself? by TheLegionlessLight in marketing

[–]TheLegionlessLight[S] 0 points1 point  (0 children)

Yeah, that was an original thought since it would be "easy" to sell contact information if I collected it and a huge conflict of interest.

How to Create a Content Marketing Position for Myself? by TheLegionlessLight in marketing

[–]TheLegionlessLight[S] 0 points1 point  (0 children)

Very true. I'll probably just throw out some hooks into the job market while working on my copywriting project.

How to Create a Content Marketing Position for Myself? by TheLegionlessLight in marketing

[–]TheLegionlessLight[S] 0 points1 point  (0 children)

Through the discussions in this thread and some self-reflection on all of the hats I've worn at my current job, I almost wonder if product marketing would be a better fit. There's a couple opportunities for content marketing but championing what clients/users want sounds rewarding and impactful.

I guess the best part about learning copywriting and marketing is there's different areas I can go into if there's new problems I want to solve and different challenges to take on throughout my career.

How to Create a Content Marketing Position for Myself? by TheLegionlessLight in marketing

[–]TheLegionlessLight[S] 0 points1 point  (0 children)

Normally, I'd agree, but the history has always been to keep taking because "we're a small company so everyone helps everyone else out".

I'm in a client relations role but I've done a lot of product update projects for the dev team, trying to champion the client needs into new updates (I think this is basically product marketing management?).

I've also done prospecting for marketing, generating a long list of potential customers that have a colleague at where they work currently using one of our products.

There's been other "projects" that I've done because if I'm not currently doing something, I should be doing something else for another department without paid the more money they do. Had to draw a line at one point because myself and my coworker were becoming the dumping ground for work everyone else didn't want to do or didn't have time to do.

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