Muhammad Ariff Bin Mohd Tuah’s Post

🗣 "If that company hire a scaled CSM, it is only because of the limited headcount?" Have you ever run across to some misunderstandings like this 👆 about the role? I used to have the same thoughts and it's a limited view. Let's set the record straight in this post! 1️⃣ 𝗕𝘂𝗱𝗴𝗲𝘁 𝗖𝗼𝗻𝘀𝘁𝗿𝗮𝗶𝗻𝘁𝘀 & 𝗘𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆 Many believe that hiring a scaled CSM is solely a budget-driven decision. In reality, it's about enhancing the efficiency of our CS organization. It's not about adding headcount; it's about implementing triggered actions, automated playbooks, and perfectly timed content delivery to better serve our customers, while the efficiency can remains the same. 2️⃣ 𝗛𝗶𝗴𝗵-𝗧𝗼𝘂𝗰𝗵 𝗔𝗰𝘁𝗶𝘃𝗶𝘁𝗶𝗲𝘀 𝗠𝗮𝘁𝘁𝗲𝗿 Another common myth is that scaled CSMs are disconnected from high-touch activities. While automation plays a significant role, scaled CSMs can still prioritize their top accounts and engage in meaningful interactions like Quarterly Business Reviews (QBRs) and onboarding sessions. It's all about balancing scale with personal touch! 3️⃣ 𝗔𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻 𝗜𝘀𝗻’𝘁 𝗘𝘃𝗲𝗿𝘆𝘁𝗵𝗶𝗻𝗴 Lastly, some think that scaled CSMs only focus on automated processes. While automation is a powerful tool, it doesn't replace genuine engagement. For example, hosting webinars allows scaled CSMs to connect with multiple customers simultaneously, providing valuable insights while saving time to reach out each for assistance. Quality interactions can still thrive in a scaled environment! Are there any Scaled CSM positions in your team? We should embrace the real potential of these individuals and acknowledge the value they provide to our organizations and customers. #CustomerSuccess #ScaledCSM #CX #Automation #Efficiency #CustomerEngagement #Katalon #SAAS

In the world of Sales Engineering at Atlassian, we’re reminded every day of the power of truly understanding our customers. Before we even begin to think about suggesting solutions, our priority is listening. • Why are they reaching out? • What challenges keep them up at night? • What outcomes are they aiming to achieve? Taking the time to understand the “why” behind the conversation allows us to build authentic connections and provide meaningful guidance. It’s not about rushing to recommend a tool but rather about understanding the problem thoroughly so we can empower teams with solutions that genuinely drive results. In my role, I’ve found that when you listen with intent and empathy, you unlock opportunities for innovation and collaboration that can exceed customer expectations. Solutions resonate better, adoption grows, and trust builds—because we’re truly aligned with our customers’ journeys. #SalesEngineering #CustomerSuccess #Atlassian #CustomerFocus #EmpathyInSales #SolutionDesign Atlassian Imran Siddiqi Mustafa Ali

“All growth starts at the end of your comfort zone” - Tony Robbins Why am I sharing this? I’ll be brutally honest, I’m looking to hire some more people for our growing UK delivery team and I’m trying to find those that this mindset resonates with. But it’s also been something I’ve experienced myself and most recently seen in others close to me. Lots of people I care about have stepped forward and made changes to their lives recently, and I’ve watched their nervousness, followed by excitement and then joy. In my own life many of my biggest achievements have come from making choices that pushed me. I definitely wasn’t ready to run 250km in the Sahara desert but it changed my life and my career change last year scared me but I couldn’t be happier now. If we each get 80 ish autumns, winters, springs and summers do you want to live last year on repeat? No harm if you do, but you could be missing out. Will changing jobs change everything… probably not. But once you take a big leap and experience the benefits of taking these steps, you’ll find yourself taking others, and that really can have a huge impact. If you are passionate about all things ServiceNow and want to be surrounded by some of the best delivery talent in the ecosystem please drop me a message. If you are happy in your current career maybe find some other way to push that comfort zone! Volunteer for something, start a new hobby, set yourself a physical goal. Do anything that makes you feel a little uncomfortable, thats where we all grow! #mindset #growth #servicenow

In Atlassian's Go To Market organisation we currently work in Account Pods. This is a fairly common model in the enterprise SaaS space, where a specific team is focused on customer success. These teams are formed by Account Directors, Business Developers, Renewals Managers, Solution Engineers and Overlay Specialist in case of vertical solutions. Coordination and communication is paramount, and it is normally done via the classic 1:1 cadence. After some time, we realised that this model tends to bring decision paralysis, mental overhead and redundancies, often by duplicating comms via other channels like Slack or emails. We now shifted to a weekly unified account team meeting, often 1 hour where the whole team can come together and discuss priorities and challenges. This has brought efficiencies in terms of time savings, openness and visibility of work, alongside inter-person brainstorming (new ideas). Leave 1:1s for ad hoc horizontal interactions, like with Product Managers or CSMs, and vertical ones, when you need to discuss with your manager or senior leadership. #communication #teammeetings #visibility #brainstorming #waysofworking

🚀 Ready to pivot into the tech sector and land a 6-figure salary without any prior tech experience? Think it's impossible? Think again! Join our webinar and let us show you how to turn "I can't, that's for other people" into "I got this, and I will be that person" in just 12 weeks! 💼💰 Sign up here to kickstart your journey: https://loom.ly/--3XuLk Renee Matsalla Christa Hill Oliver Hankinson #TechPivot #CareerChange #NewBeginnings ✨📈

🎉 Exciting News! 🎉 I’m thrilled to announce that I’ve officially joined the Executive Team at #RSTSoftware as Delivery Director! 🚀 A huge thank you to Krzysztof Habowski, Kris Marszalek, Katarzyna Pachocka-Nowok, Łukasz Wróbel, and the entire #RST team for the incredibly warm welcome and seamless onboarding process. I deeply appreciate the trust you’ve placed in me, and I’m excited to contribute to our shared success and client-driven innovation. With over 26 years of experience in product and software development, RST Software consistently delivers high-quality solutions that bring real value to our clients. I’m proud to join a company with such a strong foundation of expertise and commitment to innovation. 🙏 I also want to take a moment to recognize my incredible mentors, without whom I wouldn’t be where I am today. Their guidance, support, and wisdom have been instrumental in shaping my professional journey, and I am deeply grateful for the knowledge and experiences they’ve shared with me. 🔍 To my network: If you're looking for a trusted partner to bring your product or service to life with precision and care—leveraging cutting-edge technologies like #Camunda, #AWS, and #Snowflake—feel free to reach out to me directly. Let’s connect and explore how we can collaborate! 💡 #RSTSoftware #Leadership #TechSolutions #ProjectDeliveryExcellence #DeliveryExcellence #ClientSuccess #DigitalTransformation #RSTFamily #Partnerships #CloudSolutions #ProcessAutomation #DataManagement #Mentorship

Over the past few weeks, I’ve had the incredible opportunity to take C-Suite executives on visits to several of my key clients. This would have been unthinkable in my early corporate career—I would have never had the courage to step up, even in a million years. My confidence level was just not there. C-suite executives were super intimidating then; sheer nerves would have gotten the best of me. I would have turned into a blabbering idiot, no doubt. 😅 And in front of my clients, it would have been way too risky. What if they thought I wasn't qualified for my role? What shifted my mindset? I altered my perspective. ☑ I humanized C-suite. I realized they’re just like everyone else—constantly learning and growing. And if you’re lucky enough to work with a company like mine, they’re incredibly down-to-earth, genuinely excited to engage with consultants and clients, and eager to learn from your experiences. ☑ It's priceless 1:1 coaching time. Taking C-Suite execs to meetings gives you that 1:1 time to pick their brilliant brain. Whether on the Uber ride there or a prep call before, it's valuable time for personal growth. Take advantage of this opportunity. Be curious and ask questions. ☑ You get to see them in action. And let’s not forget the experience of witnessing them in action. Their interactions with clients are dynamic and organic, providing valuable insights into client pain points and goals. It’s always a learning experience that leaves me inspired. 👌 So, embrace these golden opportunities next time you go on a client road trip with your executives. Your future self will thank you! Nancy #careergrowth #csuite #learnings

𝐖𝐡𝐚𝐭 𝐝𝐨 𝐛𝐞𝐞𝐬 𝐚𝐧𝐝 𝐟𝐥𝐨𝐰𝐞𝐫𝐬, 𝐦𝐞𝐧𝐭𝐨𝐫𝐬 𝐚𝐧𝐝 𝐦𝐞𝐧𝐭𝐞𝐞𝐬, 𝐚𝐧𝐝 𝐭𝐨𝐩-𝐩𝐞𝐫𝐟𝐨𝐫𝐦𝐢𝐧𝐠 𝐭𝐞𝐚𝐦𝐬 𝐡𝐚𝐯𝐞 𝐢𝐧 𝐜𝐨𝐦𝐦𝐨𝐧? 🌎 👇 They’re all thriving because of symbiotic relationships.  🔥🔥🔥 Beyond a thriving relationship, science has proven that "Collective wisdom" can make everyone smarter by encouraging diverse perspectives and individual contributions, where the goal is not to be the smartest person in the room but to create an environment where everyone can contribute their unique ideas, thereby maximizing the group's collective intelligence.  I witnessed this first hand while observing our exceptional ServiceNow Marquee account team in action last week executing against our vision of “Success is where preparation and opportunity meet.” While many have very passionate views of return-to-office mandates, I believe nothing beats face-to-face time to gain understanding, creating bonds, and fostering trusting partnerships better than togetherness.  That’s exactly the outcome from our visit with the Walmart Global Tech team achieved.  The views and shared ideas only strengthened our mission, together.  Thank you team, and a shout out to our expert resources for helping prep and share valuable operational and innovative insights to maximize value and achieve greater results as partners.  Nikki Gonzalez Kathy Miller Stephanie McCally Chris Richter, Mike Scully, Nathan Gee, Danny Ma, Justin Zack Steve Walterhouse 💯 ♻️ #BestAndBrightest #TopPerformers #TeamworkMakesDreamwork #CollaborativeCulture #InnovativeIdeas #SuccessThroughSupport #EmpoweredEmployees

On “The Unseen Strategic Hard Work & Relentless Drive Behind Success” in my corporate success secrets content series: What many don’t see is the behind-the-scenes work—every late night spent obsessively studying the data, revising product strategies, and learning from mistakes. The long nights, the constant revisiting & refining of product strategies, the lessons learned from experienced engineers, the people management pains, the painful yet needful quick pivots—these are the realities of high-stakes product management. During my time at Salesforce, this dedication and relentless drive was crucial to developing products like Autonomous Quarterly Access Reviews, Intelligent Slack-first customer service via ask-IAM, Identity 360 Threat modeling, Autonomous IAM platformization and more, which became significant drivers of impact. What fueled these efforts was a simple yet powerful mindset: focus on delivering meaningful outcomes that align with company goals and user needs, and helps build strong respect among the respectful people I work with. This mindset turned routine tasks into driven career-defining moments. This approach not only set a standard for myself but created ripples of impact that resonated throughout the teams of wonderful people I had the opportunity to touch through my work. Up next, I’ll dive deeper into how this philosophy led to outcomes that were measurable and valued. P.S. I had the opportunity to have my Salesforce team mates visit my wedding in India, and it was such a heart warming moment, so it felt apt to share a wedding picture with this thought on the hard work we did together as team mates at Salesforce, while building the bonds that made me feel so loved by my Salesforce Ohana on my wedding day. #ProductStrategy #GrowthMindset #Execution