The SaaSiest Podcast 102. Osen Akkemik, Senior Director Customer Success, Genesys - How to avoid churn in your CS team!
In this episode, we speak with Osen Akkemik, Senior Director Customer Success, Genesys, the all-in-one Experience as a Service Platform that manages billions of of interactions for organizations in more than 100 countries - a true global leader in its space!
We talk with Osen about how to keep the CS team motivated, energized, and incentivized - particularly what methods they are using to keep staff churns down in the CS team:
- How do you keep people engaged and motivated?
- What is the role of the open door policy?
- Why do 1–1 ones with the Director matter for the individual CSMs?
- What is the power of individual career plans and personal journey tracks?
- What are are 3 main tips to avoid churn in the CSM org?
These are some of the many topics we address with Osen. Tune in to learn from her experience in managing a large Customer Success organization to learn what you can be doing on your end to keep your CS organization continuing to excel with energy.