Calling Operator with Laura Nicol Ep 5. Jessica Telford on vulnerability as a superpower, what customer success actually is and the world of Culture Amp
0:29 - Jessica Telford, upbringing and background
4:40 - Moving to London and landing the wrong job
8:15 - First interview at a tech startup, setting in motion the next decade
10:15 - The early days of customer success
13:02- Learning to be vulnerable at work
14:29 - It's cool to fail; there is so much learning
16:43 - All about Culture Amp
22:22 - Reframing redundancy and lessons for others
26:48 - What makes a good customer success person in tech?
32:56 - Putting your learning and development first
34:33 - Leaning into what is hard
40:32 - the importance of asking for feedback
48:22 - How to deal with imposter syndrome
56:03 - Jess's vision for the future of customer success
Guest ideas?
Do you have an operator on speed dial who could be perfect for the show? Please share your suggestions with me via LinkedIn.
A note from your host, Laura:
My goal for Calling Operator is to open-source stories from startup operators across various functional areas and learn how they excel at building and scaling companies. As a Chief of Staff, I often find myself in (virtual) rooms with people facing similar challenges and reinventing the wheel. I want this podcast to open a line for operators across Australia and New Zealand to learn from fellow operators. Each episode shares personal stories, the execution behind big ideas, career-defining moments, successes, failures, and lessons.
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