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We would like to thank everyone who attended HR GIG 9! Malta’s inaugural CX Conference! We truly appreciate the positive feedback we've received from attendees and are grateful for your continued support. A special thank you goes to Prof. Vincent Marmara Ph.D. for conducting Malta’s first CX Survey, keynote speakers Antoaneta Iossifova and Scott Lee Holloway, CCXP, and all panelists for their insightful discussions: Shawn Stanyer, CCXP, Tony Namulo, Kate de Cesare, Martin Schillig, and Wayne Caruana. We also want to express our gratitude to our professional moderator, Yasmin de Giorgio, and our gracious host, Stephanie Spiteri. A special well done goes to Outdoor Living Malta - Teambuilding Events who once again delivered an exceptional experiential learning and fun activity! The HR GIG Committee would like to extend heartfelt thanks to our event partners: ISL Malta, The Malta Chamber, StreetHR, APS Bank, Shireburn Software, Hilton Malta, and Outdoor Living Malta - Teambuilding Events. A big thank you to the event sponsors for their generous support: Costa Coffee Malta, CorporateGiftsMalta, Dakar Software Systems, Malta International Airport plc, FRANKS - The Art of Living Beautiful, and Bank of Valletta plc.

The 9th edition of HR GIG is in the making and it will become Malta’s inaugural CX Conference - StreetHR

🚀 Hiring a Customer Success Manager (#CSM) in Europe? Here's what it REALLY costs 💼💰 As companies across the UK and the EU race to build strong customer relationships, the demand for top-tier Customer Success Managers is soaring. But how much does it actually cost to recruit one—and how long does it take? ⏳ From recruitment fees to salaries, training, and even opportunity costs, hiring a CSM is a significant investment. In key markets like the UK, Germany, France, and the Netherlands, you could be looking at £12,000 - £30,000+ in recruitment costs or the equivilent in euros (not to mention the salary)! 😱 If you're planning to start or grow your Customer Success team, understanding these figures could be the difference between staying ahead or falling behind your competition. 🔍✨ Curious about the full breakdown? Check out my latest article where I look at the #costs, #timelines, and #strategies to make hiring your next CSM smoother and more cost-effective!👇 📖 https://lnkd.in/gY4fQaMx 💬 Have you hired a CSM recently? How did your experience compare? Let me know in the comments—I'd love to hear your insights! #CustomerSuccess #Hiring #Recruitment #CSM #BusinessGrowth #Leadership #TalentAcquisition #LinkedIn

💬 Why is nobody talking about overfunctioning in Customer Success? 🤔 Customer Success Managers, are often expected to go above and beyond for clients—whether it's solving their problems, stepping in for other teams, or doing whatever it takes to keep them happy. But at what cost? In my latest article, I explore the concept of overfunctioning—taking on more responsibilities than necessary—and how it can impact both your career and your customers' success. From burnout and blurred boundaries to the risk of creating dependency, overfunctioning may seem helpful in the short term, but it can have serious long-term consequences. But here's the thing: sometimes, overfunctioning is necessary. There are certain scenarios where going the extra mile is exactly what's needed to protect key accounts or build trust with clients. The key is knowing when to step in and when to step back. So why is nobody talking about this? 👉 Check out the article and let’s discuss: Have you experienced overfunctioning in your role? When is it helpful, and when is it harmful? Do your playbooks include overfunctioning? Looking forward to your thoughts in the comments! #CustomerSuccess #CSM #CareerGrowth #Overfunctioning #Burnout #Leadership #CustomerExperience #playbooks

🚨 What Happens When Your CSM Takes Extended Leave? 🚨 Customer Success Manager's (CSM) are vital to your maintaining client relationships, so do you have a plan for how things will run smoothly when they take extended leave, whether it's Parental Leave, Sabbatical, Long-term Medical Leave, Caregiving Leave, or Military Service. 🤔 Here's our recommended game plan to ensure seamless service and continued client success during these transitions: 1. Proactive Planning: Start with early communication and clear timelines to ensure clients are aware of the upcoming change and who will step in during the absense. 2. Transitioning Accounts: A designated backup or an interim CSM will be assigned to handle accounts. They will be briefed and prepared to take over, ensuring no disruption in service. 3. Knowledge Transfer: Thorough knowledge transfer, where the outgoing CSM shares all pertinent client details, current project statuses, and potential challenges with the interim CSM. 4. Regular Check-Ins: During the leave period, interium CSM conducts regular check-ins to monitor client satisfaction, address any concerns, and provide additional support as needed. 5. Continuous Communication: Clients will be kept in the loop throughout the entire process. Transparency is key to maintaining trust and confidence. 6. Welcome Back: Upon the CSM’s return, another smooth transition will occur to reintegrate them back into their role, including a comprehensive update on all client accounts. Taking care of team members during significant life events is as important as taking care of clients. With this plan, you ensure that both are in excellent hands. 💼💪 #CustomerSuccess #Teamwork #Leadership #ClientSatisfaction #EmployeeWellbeing #ParentalLeave #MilitaryService #Sabbatical #CaregivingLeave