About
With over 25 years of experience in customer-facing roles, I am a seasoned leader and…
Articles by Andrew
Contributions
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What do you do if your clients' deadline expectations are unrealistic?
It's really important to ensure that your customers understand that their expectations are unrealistic and explain to them why. Never commit to hitting unrealistic expectations. It's always better to establish that upfront rather than telling the customer what you think they want to hear and then having to deal with the fallout later.
Activity
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Big news: I’ve officially transitioned out of Catalyst. It’s crazy how fast 5+ years goes by. It feels like yesterday Edward & I set out as…
Big news: I’ve officially transitioned out of Catalyst. It’s crazy how fast 5+ years goes by. It feels like yesterday Edward & I set out as…
Liked by Andrew Marks
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Bags are packed and slides are polished. Ready for INBOUND! My 15 year-old son: Mom, you seem busy this weekend with work. Me: Yes, we have a big…
Bags are packed and slides are polished. Ready for INBOUND! My 15 year-old son: Mom, you seem busy this weekend with work. Me: Yes, we have a big…
Liked by Andrew Marks
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Thankful. Grateful. Blessed. A longer post is to come but for now I’ll leave it at this and say THANK YOU to Dave Blake for inspiring me everyday…
Thankful. Grateful. Blessed. A longer post is to come but for now I’ll leave it at this and say THANK YOU to Dave Blake for inspiring me everyday…
Liked by Andrew Marks
Experience
Education
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California State University-Chico
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Activities and Societies: Pi Kappa Phi
Marketing
Strategic Management
Volunteer Experience
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Head Coach - San Carlos U14 Boys
San Carlos AYSO
- 5 months
Children
Volunteered my time as a head coach to one of six San Carlos AYSO U14 Boys teams. 2012 U14B San Carlos City Champions.
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Member - Rebels Without a Cause Performance Troupe
San Carlos Education Foundation
- 5 months
Education
The original Chickens’ Ball began prior to 1900 on San Francisco’s Barbary Coast. Staged annually in various saloons by women of ill repute, pokes of gold were awarded to the winning acts to be donated to local charities. What’s a Chickens’ Ball? The name came about because in the Gay ‘90s, the lovely ladies who performed in Barbary Coast saloons wore glittery costumes of feathers and sequins. When the saloons held a competition to determine which one had put on the best show, the gentlemen…
The original Chickens’ Ball began prior to 1900 on San Francisco’s Barbary Coast. Staged annually in various saloons by women of ill repute, pokes of gold were awarded to the winning acts to be donated to local charities. What’s a Chickens’ Ball? The name came about because in the Gay ‘90s, the lovely ladies who performed in Barbary Coast saloons wore glittery costumes of feathers and sequins. When the saloons held a competition to determine which one had put on the best show, the gentlemen watching the dancing ladies called it a “chickens’ ball” because of those fancy, feathery costumes. Today, local clubs, individuals, and PTA groups revisit the years from 1890-1918 on San Francisco’s Barbary Coast, presenting a rousing biennial show in the Central Middle School Auditorium. All proceeds benefit the San Carlos public schools.
All materials for the first Ball were donated, borrowed, or hand-made. The Masonic Club was the first-prize winner. The Junior Matrons group was an original participant and is still performing today. The tradition continues each year as the Ball is kicked off with a tradition of a dinner dance for all participants. From that modest beginning, Chickens’ Ball has grown into a San Carlos tradition held every two years. It now raises upwards of $50,000 to finance such worthwhile school projects as purchasing library books, Art-in-Actions and the music program.
The Chickens’ Ball goals are to raise money for the public schools of San Carlos and to build friendship and cooperation within the community. -
Knickerbocker Masters Tournament Director
San Carlos AYSO - Board of Directors
- 3 years 1 month
Children
Honored to be invited to join the San Carlos AYSO Board of Directors as a member and director of the Knickerbocker Masters Tournament. This year I will be taking over this tournament held every October for all U10 Boys and Girls teams. San Carlos boasts one of the oldest and most active AYSO programs in the greater San Francisco Bay Area. Founded in 1974, San Carlos AYSO 2014 now has more than 1500 children participating in teams ranging from U5 - U19 and over 700 volunteers.
This two…Honored to be invited to join the San Carlos AYSO Board of Directors as a member and director of the Knickerbocker Masters Tournament. This year I will be taking over this tournament held every October for all U10 Boys and Girls teams. San Carlos boasts one of the oldest and most active AYSO programs in the greater San Francisco Bay Area. Founded in 1974, San Carlos AYSO 2014 now has more than 1500 children participating in teams ranging from U5 - U19 and over 700 volunteers.
This two day tournament is a round robin format where teams are ranked based on Wins, Losses and total points. The teams are divided into 3 divisions. Winners of each division along with the team gaining top total points advance to a championship round.
This is a non-AYSO sanctioned tournament unique to San Carlos AYSO. -
Head Coach - San Carlos U6 Girls
San Carlos AYSO
- 5 months
Children
Volunteered my time as head coach of AYSO U6 soccer team.
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Head Coach - San Carlos U8 Girls
San Carlos AYSO
- 2 years 4 months
Children
Volunteering my time as head coach of AYSO U8 Girls soccer team.
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Audit Committee
San Carlos Charter Learning Center
- 1 year 6 months
Education
Member of the charter learning center audit committee.
Publications
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When Sales Met Customer Success: A Love Story
BrightTalk
It’s clear that in order for an organization to truly deliver Customer Success, a customer centric mindset must be ingrained throughout a company’s culture. Listen as industry leaders discuss tips from their experiences and actionable insights you can apply today.
Courses
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Advertising
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Business Administration
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Finance
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International Business
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Marketing
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Strategic Management
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Projects
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Business Intelligence Competency Center
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A strategy document designed to educate an enterprise business or IT executive on the approach of deploying a BI Competency Center shared services offering.
Honors & Awards
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Top 25 Customer Success Influencer
Mindtouch
So whose responsibility is Customer Success? The answer is everybody’s—support agents, sales reps, marketers, product teams, etc.—and the reality is it’s an opportunity for everyone, internal and external, to advance utilizing your product or service. All the evidence points to a longer shelf life when it comes to focusing on your customer rather than your sales and renewals.
Customers won’t be happy with the bare minimum, given all the options, pricing packages, and opportunities…So whose responsibility is Customer Success? The answer is everybody’s—support agents, sales reps, marketers, product teams, etc.—and the reality is it’s an opportunity for everyone, internal and external, to advance utilizing your product or service. All the evidence points to a longer shelf life when it comes to focusing on your customer rather than your sales and renewals.
Customers won’t be happy with the bare minimum, given all the options, pricing packages, and opportunities available to find a new frictionless solution. Focusing on their success is the only way to guarantee they not only sign and then stick with you, but become brand promoters along the way, helping secure your company’s foothold amongst the growing competition.
To quickly ramp up your company’s Customer Success strategies, learn from industry-recognized masterminds. Mindtouch has identified today’s leading TOP 25 Customer Success Influencers (those active in the public eye) within the industry and enlisted our world-renowned judges to weigh in on the nominees.
Languages
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English
Native or bilingual proficiency
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