In this episode of the Revenue Builders Podcast, hosts John McMahon and John Kaplan discuss the critical intersection of sales and technical resources with seasoned IT and engineering professional Keith Textor. They explore the nuances of role delineation between sales and technical teams, the importance of a well-defined sales process, and strategies for shaping customer objectives and managing expectations. The conversation dives into the art of leveraging technical expertise to drive business outcomes, the challenges of Product Led Growth (PLG), and effective ways to recognize and reward technical contributions. With valuable insights and real-life examples from their experiences, they provide a comprehensive guide to enhancing collaboration between sales and technical teams for improved customer success.

ADDITIONAL RESOURCES

Connect and learn more about Keith Textor:
https://www.linkedin.com/in/keithtextor/

Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0

HERE ARE SOME KEY SECTIONS TO CHECK OUT

[00:02:05] Role Delineation: Sales vs Technical Resourcess
[00:02:49] Understanding Customer Requirements
[00:06:33] Effective Demonstrations and Building Champions
[00:14:59] Navigating Remote Sales Dynamics
[00:27:22] The Importance of Sales Process and Qualification
[00:39:09] Navigating Company Dynamics
[00:39:49] Understanding the Right Audience
[00:40:19] Challenges in Selling CAD Software
[00:42:13] Driving Organizational Change
[00:46:47] The Role of Sales Engineers
[00:48:36] Aligning Sales Process with Customer Needs
[00:56:32] Recognizing Technical Contributions
[01:10:27] Leveraging Telemetry for Customer Success

HIGHLIGHT QUOTES

[00:26:13] "Your first job is to go sit down with your sellers, go introduce yourself, and get into as many meetings, as many demos, as many things you can."
[00:49:32] "If your process allows for things like that to happen, you're never going to scale."
[01:03:52] "There's a risk/reward difference in personalities."

In this short segment of the Revenue Builders Podcast, Sasha Anderson, Global Head of Customer Success at Canva, shares her insights on crafting a scalable customer success strategy, emphasizing the importance of input metrics over output metrics. She discusses how defining clear roles, responsibilities, and competencies within customer success teams can lead to better performance management and improved outcomes like net dollar retention (NDR). Whether you're a leader building a CS team or refining an engagement model, this episode provides actionable advice to drive success.

KEY TAKEAWAYS

[00:00:29] Insights from Sasha Anderson on Customer Success
[00:01:14] Challenges in Customer Onboarding and Specialization
[00:02:37] Importance of Clear Roles and Responsibilities
[00:03:19] Metrics for Performance Management
[00:05:41] Effective Customer Engagement Strategies
[00:07:16] Diagnosing Business Issues in Customer Success

HIGHLIGHT QUOTES

[00:01:28] "That's probably too many things for one person to be doing."
[00:02:47] "You can’t performance manage unless people know exactly what they’re supposed to be doing."
[00:03:53] "You need to provide the team with structure around the inputs they need to hit to achieve those output metrics."
[00:07:16] "When roles are clearly defined, it’s easier to diagnose where the problem lies."

Listen to Sasha Anderson’s Full Episode Here:
https://revenue-builders.simplecast.com/episodes/optimizing-a-customer-success-team

Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0

Check out John McMahon’s book here:
Amazon Link: https://a.co/d/1K7DDC4

Check out Force Management’s Ascender platform here:
https://my.ascender.co/Ascender/

Read Force Management's eBook: https://www.forcemanagement.com/roi-of-sales-messaging

George Conrades, the Former CEO of Akamai Technologies and Current member of Oracle’s Board of Directors joins John Kaplan and John McMahon for a conversation on leadership. Conrades is the author of ‘On Being a Leader’ where he shares how to inspire and guide others toward a common purpose.

He’s mentored countless leaders at all levels and across diverse industries, experiences and backgrounds. He shares his experience in this candid conversation.

ADDITIONAL RESOURCES

Connect and learn more about George Conrades:
https://www.linkedin.com/in/georgeconrades/

Be sure to check out his book, On Being A Leader. All the proceeds go to the Akamai Foundation that supports STEM education in grades K-12.
https://www.amazon.com/dp/B0DF6NVQ3V

Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0

HERE ARE SOME KEY SECTIONS TO CHECK OUT

[00:02:06] Insights on Leadership from George's Book
[00:04:13] The Power of Effective Listening
[00:08:38] Inclusiveness and Team Building
[00:17:08] Navigating Change as a Leader
[00:20:05] Transactional vs. Transformational Leadership
[00:22:55] Balancing Management and Leadership
[00:24:28] Understanding Competence and Commitment
[00:28:09] The Importance of Being Present
[00:29:02] Leveraging Team Strengths
[00:33:54] Loving People: The Heart of Leadership
[00:37:16] Leadership Development Insights
[00:38:23] The Power of Authenticity
[00:39:03] Self-Awareness in Leadership
[00:39:36] The Impact of Words and Actions
[00:44:38] Recruiting the Right People
[00:50:55] Creating Clarity and Setting Goals
[00:52:53] Accountability and Team Dynamics
[01:00:04] Guiding Principles and Urgency
[01:01:35] The Importance of Humility

HIGHLIGHT QUOTES

[00:02:10] "Leadership is not about your title. Leadership is about your intention and actions."
[00:02:35] "Absorb uncertainty. Great teams, full of wonderful people, can't stand ambiguity."
[00:06:42] "To be present shows that you care, and that's a big emotion."
[00:34:19] "Your whole job as a leader is to inspire others to do their very best. The measure of your personal leadership success is leaving behind even better leaders."
[00:35:04] "You need to be vulnerable because you're going to ask questions that will expose you as a leader who doesn't know the answer."
[00:36:41] "Great leaders are made, not born."

In this short segment of the Revenue Builders Podcast, Brian White shares his perspectives on team motivation and leadership. Brian White, the running backs coach at Bowling Green State University, discusses the invaluable lessons learned from losses, the importance of the human touch in coaching, and the significance of building accountability and selflessness within teams. He elaborates on his coaching philosophy, which includes connecting deeply with players, understanding their backgrounds, and emphasizing the core values of gratitude, grit, and selflessness. White also recounts lessons from his mentor Joe Moore and explains his approach to fostering team spirit and individual excellence.

KEY TAKEAWAYS

[00:00:50] Lessons from Wins and Losses
[00:01:20] The Importance of Human Connection in Coaching
[00:01:58] Reaching Players' Genetic Ceilings
[00:02:36] Connecting with Players on a Personal Level
[00:03:18] Feeding Players: A Coaching Strategy
[00:06:35] Core Values: Gratitude, Grit, and Selflessness
[00:07:28] Balancing Individuality and Teamwork
[00:08:29] Mantra for Success: Play Hard, Fast, and Be a Great Teammate

HIGHLIGHT QUOTES

[00:01:13] "The most important thing you learn through the losses is that the human touch is the most important component."
[00:01:25] "If you have the ability to touch people in a way that they'll relate to, you're going to drive your productivity through the roof."
[00:03:13] "People want to be touched and they want you to get involved with them."
[00:08:37] "Play as hard as you can, as fast as you can, for as long as you can, and be a great teammate."
[00:10:20] "You can be the greatest talent in the world, but if you can't get anybody to follow you, that's a problem."

Listen to Mark’s Full Episode Here: https://revenue-builders.simplecast.com/episodes/harnessing-the-power-of-coaching-with-brian-white/

Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0

Check out John McMahon’s book here:

Amazon Link: https://a.co/d/1K7DDC4

Check out Force Management’s Ascender platform here:

https://my.ascender.co/Ascender/

Read Force Management's eBook: https://www.forcemanagement.com/roi-of-sales-messaging

In this episode, we bring you snippets of several conversations that focused on Customer Success. Listen as John Kaplan and John McMahon talk with Sasha Anderson, the Global Head of Customer Success at Canva, Dan Barrett the Executive VP of Customers at MongoDB and Allison Pickens Co-Author of the Customer Success Economy.

[00:00:13] Sasha Anderson on Customer Success and Consumption Pricing
[00:06:30] Dan Barrett on Customer Expectations and Value Demonstration
[00:16:35] The Importance of Customer Success in Reducing Churn with Alison Pickens

Don’t miss the full episodes featuring our guests:

Allison Pickens: https://revenue-builders.simplecast.com/episodes/mastering-the-art-of-customer-success-with-allison-pickens

Sasha Anderson: https://revenue-builders.simplecast.com/episodes/optimizing-a-customer-success-team

Dan Barrett:

https://revenue-builders.simplecast.com/episodes/the-right-hire-for-customer-success-with-dan-barrett

Additional Resources
Force Management’s Customer Success Playbook:
https://www.forcemanagement.com/driving-renewals-and-nrr-with-customer-success

Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0

Check out John McMahon’s book, The Qualified Sales Leader: https://www.amazon.com/Qualified-Sales-Leader-Proven-Lessons/dp/0578895064

In this episode, John Kaplan and John McMahon talk through their key takeaways from the most popular episodes in our Revenue Builders Archive. We compiled our top five shows based on listener data - tune in as our hosts talk through the following conversations and lessons learned:

[00:03:03] The Difference Between Managing and Leading with Jeremy Duggan, President and Board Member at Multiverse.
[00:09:27] Sales Best Practices with Mark Wendling, VP of WW Data Cloud Sales at Snowflake.
[00:12:54] Sales Stages and Exit Criteria, with Brian McCarthy CRO at Rubrik.
[00:19:36] Business Value Assessments, with Doug May SVP of Productivity at Harness.

Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0

Check out John McMahon’s book, The Qualified Sales Leader: https://www.amazon.com/Qualified-Sales-Leader-Proven-Lessons/dp/0578895064

In this short segment of the Revenue Builders Podcast, Mark Roberge shares some thoughts on AI and how to think about using it to innovate business, rather than automating isolated tasks. It’s part of a larger episode with John Kaplan and John McMahon.

KEY TAKEAWAYS

[00:00:25] How AI Disrupts Legacy Thinking: Relying on established systems and resources will lead to failure; companies must rethink from scratch.
[00:01:41] Big Companies Resist Disruption: Internal power dynamics often prevent large companies from embracing necessary innovation.[00:03:13] AI's Shortcomings in Sales: Many companies focus on automating tasks rather than considering the full customer experience.
[00:05:09] AI Co-pilot Concept: Current AI tools are overly iterative, with most companies simply aiming to boost productivity, not revolutionize.
[00:05:57] Future of Work with AI: The potential for billion-dollar companies with minimal employees raises questions about capitalism and job creation.

HIGHLIGHT QUOTES

[00:00:46] Mark Roberge on Innovation: "The minute you say, ‘How can we leverage what we already have?’—game over."
[00:01:41] John McMahon on Company Resistance: "The people in power won’t give in easily to disruptions that challenge their status."
[00:03:57] Mark Roberge on AI's Shortcomings: "Co-pilot is the pets.com of this era. It’s iterative. It’s not revolutionary."
[00:05:57] Mark Roberge on Future Jobs: "AI will lead to the first billion-dollar company with two employees."

Listen to Mark’s Full Episode Here: https://revenue-builders.simplecast.com/episodes/innovation-growth-and-failure

Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0

Check out John McMahon’s book here:
Amazon Link: https://a.co/d/1K7DDC4

Check out Force Management’s Ascender platform here:
https://my.ascender.co/Ascender/

Read Force Management's eBook: https://www.forcemanagement.com/roi-of-sales-messaging

In this episode, John Kaplan and John McMahon talk through each stage of sales management and the important responsibilities that must be mastered at each role.

From first-line manager to second-line to VP of Sales and all the way up to the CRO, they tackle the key responsibilities at each role and the key factors that go into coaching and developing their teams at every stage. It’s a great discussion on how these leadership roles intertwine with the ultimate goal of building a system for revenue success.

ADDITIONAL RESOURCES

Check out John McMahon’s book, The Qualified Sales Leader: https://www.amazon.com/Qualified-Sales-Leader-Proven-Lessons/dp/0578895064

Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0

Force Management’s Manager Enablement Resources: https://hubs.li/Q02Vt_xM0

HERE ARE SOME KEY SECTIONS TO CHECK OUT

[00:01:02] Key Responsibilities of Sales Reps
[00:03:46] Challenges of First Line Sales Managers
[00:07:03] Territory Management and Fairness
[00:11:35] Recruiting and Developing Talent
[00:19:46] The Role of Second Line Managers
[00:36:07] A Learning Experience in Management
[00:38:07] The Impact of Attrition on Sales
[00:41:12] Why Sales Reps Fail
[00:50:28] The Importance of Time Management
[00:55:01] Responsibilities of a CRO
[01:04:32] Critical Metrics for Sales Success

HIGHLIGHT QUOTES

[00:07:01] "Management needs to have deep insights into the accounts and the reps. Without that, it's all just guesses." – John McMahon
[00:18:16] "If you're a good recruiter, you meet spouses and friends of your hires. You have to zip them up in a body bag if you fail them, and that's serious." – John Kaplan
[01:13:37] "Critical activities, proactive processes, and understanding why we're measuring people on these metrics are key components for driving success." – John Kaplan
[01:12:51] "It's all about building and maintaining a collective sense of urgency and careful management of quotas and recruiting timelines." – John McMahon