Customer Success & Operations

September 5, 2019

Workshop hosted at Loopio (310 Spadina Ave., Toronto)

Evening event hosted at Uberflip (370 Dufferin St., Toronto)

Agenda

(Subject to change)

2:00 - 5:00 | Workshop (more information below)

5:00 - 6:00 | Break

6:00 - 7:00 | Networking, food, drinks, games

7:00 - 7:10 | Opening remarks

7:10 - 7:20 | Community Announcements

7:20 - 7:35 | Star Hofer: You are all unicorns; how I hire to optimize professional growth

7:35 - 7:50 | Sarah Facini: Operationalizing Customer Success. What NOT to do.

7:50 - 8:05 | Shilpa Mandhan: Using Design Thinking Principles to Build New Hire Onboarding

8:05 - 8:45 | Town Hall with Lisa Pellegrino, Zim Maizlin and Kia Puhm (moderated by Megan Nobrega): Optimizing Your CS and Operation Teams

8:45 - 9:00 | Closing remarks


Guest Speakers

StarHofer

Star Hofer

VP of Customer Success

eCompliance

 
SarahFacini

Sarah Facini

Head of Customer Success

Guestlogix

 
ShilpaMandhan

Shilpa Mandhan

Director of Customer Success

integrate.ai

LisaPellegrino

Lisa Pellegrino

VP of Operations

Shutterstock

Chandler

Chandler Jolliffe

Director of Customer Success and Revenue Operations

HiMama

 
ZimMaizlin

Zim Maizlin

Head of Customer Success

Nudge Rewards

Megan

Megan Nobrega

Head of Client Success

Carrot Rewards

 
KiaPuhm

Kia Puhm

Founder & CEO

DesiredPath


 
 

Workshop

Operationalizing CS Goal Setting

Led by: Chandler Jolliffe

Location: Loopio (310 Spadina Ave)

Workshop Outline:

Implementing an OKR culture in your organization; why it’s important, and where teams get tripped up

  • How to strategically align with and contribute to overall business success & objectives

  • The keys to effectively setting and executing OKRs, what are the leading and lagging indicators, how do we differentiate these and use them effectively

Please note:

  • The topic area covered in this CS in Focus Workshop is designed for CS leaders

  • There will be a case study distributed a few days prior to the workshop which will be used as a basis for group exercises throughout the day

  • Get ready for lots of collaboration that focuses on tangible takeaways through real-life experience and learnings

*MORE information, including exact schedule and guests to be announced soon!