Terae De Cou

What are some of the best methods you've used to identify leadership potential in folks without formal management experience? "Methods" could mean a personality/skills assessment, job application process, interview questions, or anything else that comes to mind. Thank you for your help!

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Great Place To Work® and Fortune magazine have honored Five9 as one of this year's Best Workplaces in the Bay Area. 🌟 This is Five9's second time being named to this prestigious list, coming in at No. 17. Earning a spot means that Five9 has surpassed rigorous benchmarks, establishing itself as one of the best workplaces among companies headquartered in the San Francisco Bay region. Learn more: #Five9 #BestPlacesToWork #CustomerExperience

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You have too many projects/sprints if dates are constantly getting pushed. It will kill: Accountability Urgency Effectiveness And many other things to include morale as people feel set up for failure every single week. There is nothing wrong with understanding what you and your team are actually capable of delivering and then working to focus that delivery to be excellent in quality.

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What’s the key to unlocking AI’s true potential? Hint: It’s more than just hiring AI specialists. In his interview with TechCrunch, Gusto’s Edward Kim explains how we’re building an environment where everyone can leverage AI — creating a win-win-win for Gusto, our employees, and our customers. Discover how Gusto is using AI to empower businesses and teams: https://lnkd.in/dCj4brep

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Job seekers want benefits. That’s a no-brainer. But which specific ones are most important to your workforce? Are they supporting their families, planning for retirement, managing health issues, or all of the above? It’s not about providing the most benefits – you need to offer the right ones for your specific team. Check out Paycor’s latest toolkit to learn how.

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When composing interview panels, consider the balance of "filter in" vs "filter out" interviewers. Some people have a natural bias to see how somebody could fit into a team, others have a bias to see how people would not fit. Balancing these biases results in a healthy tension in the interview feedback.

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Thank you Bani Bedi, Kara Sprague, and Deanna Lanier for such an informative discussion of SaaS applications and the practical realities of scaling Generative AI. #ai #innovation

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Several years ago, a mentor advised me that I was spending too much time 𝗶𝗻 𝘁𝗵𝗲 𝘄𝗼𝗿𝗸 and not enough on the work. 🤔 At the time, I didn't fully grasp what that meant. It’s only recently, since I began leading a team where I lack the technical skills to be hands-on that I've come to see the profound wisdom in those words. As a Director of Customer Support, stepping back from the granular details has shifted my focus to where I can deliver the most value—on the work. - This means dedicating my efforts to building robust relationships and communication channels across the company, amplifying the "voice of the customer" that we in Customer Support understand deeply. - It means crafting a clear future vision for our team and striving to stay ahead of the competition. - It involves looking holistically at team engagement rather than being drawn into individual situations and reacting on the spot. 🌟 Why am I sharing this? Moving outside your area of subject matter expertise can be daunting, but it’s also a powerful opportunity to stretch and grow your leadership skills. It's about what you bring to the table as a leader. This environment has not only allowed me to grow but also to witness the remarkable capabilities of a team empowered to lead their own work. 🚀 Stepping out of your comfort zone is scary, but the growth you experience can transform your approach to leadership. It’s a journey well worth embarking on. #leadership #customerexperience #teammanagement #professionalgrowth

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Discover how industry leaders are leveraging Push Operations to maintain compliance by streamling workflows and unlocking operational efficiencies. Don't miss the chance to learn from the best!

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The End of Week Update 🔢 The Numbers 20 - Applications sent into the wild. 5 - Politely declined (they don't know what they're missing!)   2 - Roles vanished (filled or eliminated—poof!)   2 - Interviews down, and I’m just getting started. 1 - Interview on the horizon. 1 - “Interested” (I guess we'll see what that means soon 🤔) 🏠 On the Home Front: We're getting creative with budget cuts as we prep for what might be a longer intermission. But, silver linings abound! Had some fantastic chats with four different recruiters. One of them, an old friend, dropped some sage wisdom my way—much appreciated. Kids full week of school in the books. The amazing wife taking on some extra hours to help as much as possible. 🎙️ Creative Corner: Social media and podcasts are coming together nicely, and I’m gearing up to dive into video content soon. It has been fun, all the skills that I am picking up and really getting a good look at the AI landscape vs full on localized recording, editing and publishing. All of you marketing and creatives out there get a real level of respect from me going forward. Stay tuned for the fun and catch me at https://lnkd.in/eCGt7x87! #JobSearch #UnemployedLife #CareerJourney #Resilience #StayPositive #VideoContent #RecruiterAdvice #NewOpportunities #SocialMediaJourney

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CSM, get out of the hamster wheel before you burn out. ❌ Stop fire-fighting ❌ Stop with check-in calls ❌ Stop reacting to your inbox ❌ Stop taking support queries ❌ Stop ineffective repetitive tasks ❌ Stop solving for this month's number ❌ Stop emailing unresponsive contacts ❌ Stop only prioritising in-month renewals ❌ Stop manually doing what should be automated A ton of hard work. Very little to show for it. You'll never get out of the rat race if you keep working this way. Here's a different and better way of CSM-ing: ✅ Establish your customers' expected outcomes ✅ Build a Success Plan from day one ✅ Ensure they have the right set-up ✅ Hold customers accountable ✅ Report on and share results ✅ Ask if they intend to renew ✅ Monitor leading indicators ✅ Pick up the phone ✅ Multi-thread Proactive, strategic and consultative. 1000x better. If reading this makes you feel ashamed because you don't know where to start or overwhelmed because your current work situation is too chaotic to create the time for this, you're not alone. Thousands of CSMs feel exactly the same way. I know what you're thinking: -> You can't afford to stop right now -> You don't have time to make changes -> You only need to weather the storm and things will get better I've been there too. But these are the excuses that are holding you back. Nobody is coming to save you. You need to save yourself. So here's my advice: 🛑 Stop everything 🛑 Book 2 days "OOO" in your calendar. And do these 3 exercises: 1- Create a Calendar Blueprint: Set up a separate calendar from your current one. You'll use this to design a new calendar blueprint for yourself. You should add every single thing you need to do proactively in this calendar, it's the baseline for you to start changing the make-up of your working day. 📆 I'll link the one I designed for CSMs in the comments. 2- Book of Business Review: Do a full review of your customers and place them into one of the 4 buckets of priority. This way you can decide which customers to pay attention to and which ones to de-prioritise at this time. 🧰 Engagement prioritisation framework linked in the comments. 3- Calendar Planning Book or delete meetings based on customers you need to prioritise over the coming 6-8 weeks. Craft unique messages to send to these customers with compelling reasons why they should attend. 🤖 Use the T.A.V.U method I shared in the newsletter a few weeks ago + ChatGPT can help you be efficient here. Do these 3 things and I promise you that you'll: - get better results - transform your work-life - improve your mental health Create the space. 📥 If you're interested in improving your Customer Success skills, consider joining 10k+ CS Professionals who read my weekly newsletter on how to build and scale a CS Team [sign up in the comments section]. #csm #customersuccess #customerexperience #revops #saas

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Take a bow SmartRecruiters product team🔥 Its our release day and we have shipped a huge amount of new capabilities aimed at streamlining recruitment and giving hiring teams the tools they need. Here's what's in store: 🔹 Seamless Integrations With Slack and Teams Get real-time notifications and quick action links right where you need them—inside your favorite apps for communication and task management. 🔹 Supercharged Screening Efficiency with Conditional Questions Customise your screening process based on candidate responses, making decision-making faster and more efficient. 🔹 Cutting-Edge AI and Data Analysis with SmartAnalytics Access a vast library of skills and occupations for advanced reporting and filtering capabilities. We've also added some extra delights like the New Applicant Portal, Enhanced Data Validation, and AI-Driven Campaigns to make life easier for both candidates and recruiters. For all the details, be sure to head over to our What’s New page to see what's cooking behind the scenes! ✨ https://lnkd.in/d2-zBGEc #productteamareonfire #SkillsTaxonomy #saas #innovation #recruiting #genai

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What's your thoughts on #AB2930 and its effect on CA loans? California accounts for about 23% of #residentiallending. Do you think this will be just one more disclosure to add to the already heavy stack, or it has a much more consequential impact? I personally think the former; it will be another disclosure and explanation to help borrowers understand what tools were used in the decision-making process! Though I think it's redundent. Thoughts? excerpts: “This bill would require a deployer to, at or before the time an automated decision tool is used to make a consequential decision, as defined, notify any natural person that is the subject of the consequential decision that an automated decision tool is being used and to provide that person with, among other things, a statement of the purpose of the automated decision tool. The bill would, if a consequential decision is made solely based on the output of an automated decision tool, require a deployer to, if technically feasible, accommodate a natural person’s request to not be subject to the automated decision tool and to be subject to an alternative selection process or accommodation, as prescribed.”

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Love this quote from Gusto's Head of Product Infrastructure and Developer Productivity. “DX strikes a good balance between getting a lot of good data points that are quantitative and combining it with feedback from developers. It doesn’t just stop at ‘here are the metrics.’ It’s set up to continue a conversation. That’s something we didn’t have before.” Read the full case study to learn what sets DX apart from the rest. https://lnkd.in/gdimiUHQ #dx #developerexperience #devex #softwareengineering

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Stuck in Revenue Autopilot? Here's Your Takeoff Guide. Feeling like your revenue growth is stuck on cruise control? Many businesses fall into a rhythm, hitting consistent numbers but struggling to break through to the next level. The good news? You can take back control and propel your revenue towards new heights. Here's a simple strategy: Embrace Continuous Improvement. What is Continuous Improvement? Think of it like fine-tuning an engine. By constantly gathering data and making adjustments, you can optimize your revenue operations for peak performance. How to Implement Continuous Improvement: Small Steps, Big Impact: Focus on making small, consistent improvements across your processes. These can be anything from streamlining workflows to refining your lead nurturing strategy. Data is Your Co-Pilot: Track key metrics like conversion rates and sales cycle length. This data reveals areas for improvement and helps you measure the effectiveness of your changes. Empower Your Team: Your team is your on-the-ground source of valuable insights. Encourage them to share feedback and ideas for improvement. Continuous Improvement is a journey, not a destination. By embracing a culture of learning and adaptation, you can unlock sustained revenue growth. Ready to take your revenue operations to the next level? Share one metric you currently track that you think holds the key to unlocking further growth.

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"Your manager's refusal to provide clarity is a feature, not a bug. It's an opportunity, not a liability. So grab it." I love how clear and actionable this is. I'm a shameless opportunist when it comes to identifying/creating opportunities and driving my own path forward, and absolutely champion that mindset across my teams. Also good to note: sometimes the manager doesn't have the clarity (yet) because there are widespread changes company-wide. In my experience, changes can open up opportunities; this process is an excellent way to assess potential growth/paths, and build out a plan to work with your manager. Being proactive/opportunistic can also mitigate fear of the unknown. As a manager, I'd love to see that that initiative, leadership, ideas, and investment in their role. It can spark valuable conversations as we collaborate on their development and growth.

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In today's tough job market, the struggles laid-off employees face in securing new roles are truly disheartening, and many of us wish we had a magic wand to help them all. While layoffs might be necessary for an organization's short-term survival, their execution often lacks compassion. Beyond the immediate impact on those laid off, there's also a significant effect on the remaining workforce, leading to diminished trust, engagement, and, equally important, innovation. It's crucial for organizations to recognize these early warning signs and take proactive steps to mitigate the damage, with strong, effective leadership being paramount. More of my thoughts on this:

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Hey LinkedIn Friends, Lately, I've been reflecting on how outdated systems can really hold us back, both personally and professionally, whether it's our ways of thinking or the software supporting our businesses. On the business side, inefficiencies and duplicate data entry are two of my nightmares. They are a waste of time and energy and drain the most valuable resource every business has its - people. When your software doesn't play well with others, you're missing out on significant efficiency upgrades and cost savings. At Stewart Technologies, Inc., we understand the importance of integration. We aim to make your systems work together effortlessly, freeing you from the hassle of isolated, incompatible software. Are you curious about how isolated systems might be holding you back and eager to see some real-world solutions? Check out our latest blog post: https://lnkd.in/g4Vc8DhD Let's make your systems work better together. #TechIntegration #SoftwareSolutions #BusinessEfficiency #SaaS #StewartTech #Sage #Manufacturing #Operations #ERPSolutions

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