Customer Success Leader
Customer Success Leader

Episode · 1 year ago

Welcome to Customer Success Leader


Welcome to Customer Success Leader, a podcast by Flatfile! 

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Want to create delightful customer experiences,you're in the right place. Welcome to customer success leader, where you'll learnabout the successes and struggles of leaders who are passionate about their craft. Trustme, you want to stick around. Welcome to the introductory episode of theCustomer Success Leader podcast. We're here today with Eric Crane, cofounder and CEOof flat file. How's it going today, Eric? I'm doing good. Kelsey, it's a really nice day here in Atlanta. Yeah, I amin Alaska currently and it's also a nice day here. It's like sixty sevendegrees, which is unheard of. And to give everyone a bit more context, my name is Kelsey cors. I'm one of the producers of the showand today we'll be talking about what you, the listener, can expect from thispodcast. But before we jump into that, Eric, can you tellme a little bit more about yourself and the work you're doing at flat file? Sure thing, so I've worked in roles and software businesses ranging from customersuccess at an early stage start up to software engineering at a very large establishedin our prose business, and one thing...

...that was consistent across all of thoseexperiences was a challenge of getting data from outside your organization, usually your customers, and bringing it into your software. I'm making it useful. When Iwas at my last role at envoy, found a kindred spirit and David,my cofounder, and we both realize that a this problem them should be solved. We shouldn't be forcing humans to do the work that machines really should bedoing. But the challenge was that those machines didn't really have the intuition,or just a little bit of intuition, that's required in order to take anunknown or disparate data set and turn it into the types of data that youwant to use most effectively in your software. So we started flat file to removethose barriers that exists between humans and data, and today we already servemore than a hundred different companies in helping their customers, partners and even internallyjust manage data coming to and from different places. I love that, ifyou will, the origin of your company... you saw a problem and youwanted to fix it. That's just amazing. So, speaking of flat file,tell me a little bit more about why you wanted to start this podcast. So, having been a customer success manager myself, I know the challengesof trying to work with customer data and get the most out of it,because ultimately, as a CSM, you're judged on how much value your customercan receive from the product that you have absolutely no control over. And sowhat I want to do, since we're building products and solutions for customer successmanagers, is not only learn from them and learn from my previous experience andserving them, but also give them a place to actually interact, share ideas, share stories and learn more about what it's like to be a great customersuccess manager. That is awesome, and you've touched a little bit on whatlisteners can expect as they tune into each episode, but tell me a littlebit more about each episode and how you're going to roll everything out. Sure, so we're interviewing strategic leaders and customer...

...success and just having them share herbest practices, their worst nightmares and everything in between, so you'll be ableto learn about tools you can use to be a better customer success leader,ways to make customer experiences much better, ways to improve the time to valuefor your customers and also just stories that you can empathize with. As aCSM, you know you're not alone out there. There's a lot of differentfolks who are dealing with this challenge of how do I make sure to establisha relationship with many customers, but at scale and at the same time,very intimately, and so we'll be talking a lot about those types of topicson customer success leader. I always love when podcast also share the struggles.I feel that when you hear other people in the same situations that you're in, it just makes everything so much more relatable. And in the event thatlisteners want to connect with you because they have ideas for episodes topics or evenguess that you should feature, what's the... way for them to do that? Yeah, you can totally reach out to me on Linkedin. It's EricCrane. I'm the founders here a flat file, and you could also justemail hello at flat file dot Ioh we've got a great customer success and SupportTeam and they've be more than happy to send you my way. Great andall of that information will be found in the show notes below, so youhave all that information there if you are tuning in. And that actually wrapsit up for the introductory episode. Thank you so much for joining me today. Eric and I'm a really excited to see the show grow. For Allof our listeners, make sure you tune back in and listen to Eric forepisode one and beyond. Thanks, Kelsey, and everyone will see us in youdepend on the fastest time to value for your customers, so I letdata on board and sell you down. Stop emailing spreadsheets, creating CSP templatesor setting up FTP transfers. Create collaborative, secure workspaces with your customers and theirdata, saving you time while providing a memorable on boarding experience. Ohand there's no code required. You can go to flat file DOT IO CSleader to learn more and get started for... Thank you so much forjoining us for this episode. Customer Success leader is brought to you by flatfile. If you're a fan of the show and want to help a sharethese conversations with others, leave us a rating on apple podcast. Just tapthe number of stars you think the show deserves. That's it for today.Catch you in the next one.

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