The Empathy Edge Emilia D’Ánzica: What Customer Success Managers Need to Succeed
If you're not in tech, you may not be familiar with Customer Success (CS) within your organization and how essential it is to the company's long-term success. Even if you do know what it is, perhaps your company isn't fully leveraging what it can do to catapult growth and revenue. Turns out, empathy is a key skill for CS managers, in addition to other traits my guest today will share. Emilia D'Anzica is the founder of Growth Molecules, an emerging management consulting firm that helps companies simplify customer success and become more profitable.
Emilia speaks about her passion for SaaS products, women in tech, and customer success. Today we discuss how customer success is different from customer service, where the field is going, the traits that make a CS manager successful, and how to avoid common mistakes when building out your CS function that could do more harm than good. We also chat about working moms in the tech industry and her recent book, Pressing ON as a Tech Mom: How Tech Industry Mothers Set Goals, Define Boundaries & Raise the Bar for Success.
Key Takeaways:
- Customer support is reactive. Customer success is proactive to retain customers and help them to thrive and stick around due to the great care they are receiving.
- Language shifts are really important when you're starting a customer success organization, ensuring that you're really thinking about how you speak about the people that you're going to bring in and the people you're serving.
- You have to put yourself in your customer's shoes. Not everyone's like you and they're looking at the challenge in a different way.
"You need to be able to influence the rest of the organization so that they're able to see the customer journey as critical to the company's success." — Emilia D’Ánzica
About Emilia D'Anzica, Founder Growth Molecules
Starting her career in Silicon Valley, Emilia D’Anzica has developed a passion for SaaS products, women in tech, and customer success. She has cultivated rich experience and knowledge after leading teams at global companies including Jobvite, WalkMe, and BrightEdge.
Emilia has also obtained an MBA from Saint Mary's College of California with a focus on Global Competition and Strategy. She then founded Growth Molecules, an emerging management consulting firm, helping companies simplify customer success and become more profitable. She is globally recognized as a top 25 leader in Customer Success, having received numerous accolades for her work, and is well-known as a customer success speaker. Emilia has also been featured in countless media including Forbes.com, been a speaker at SaaStr Annual Conference, Unleash 19, RD summit, among more.
Originally from Naples, Italy, Emilia is an immigrant and one of six children who grew up in Kelowna, British Columbia. She has lived and worked in Copenhagen, Denmark, and Rome, Italy early in her career. When she isn’t working or traveling the world, Emilia spends time with her partner, three children, and multiple animals exploring Sonoma County, where she now resides. Pressing ON as a Tech Mom is Emilia's first book.
Connect with Emilia D'Anzica
Her company: Growth Molecules: https://growthmolecules.com/
Twitter: https://twitter.com/emiliadanzica
LinkedIn: https://www.linkedin.com/in/emiliadanzica/
Facebook: https://www.facebook.com/growthmolecules
Customer Success Academy for Customer Success Managers and Leaders - 16 courses and workshops.
Don’t forget to download your free guide! Discover The 5 Business Benefits of Empathy: http://red-slice.com/business-benefits-empathy
Connect with Maria:
Get the podcast and book: TheEmpathyEdge.com
Learn more about Maria and her work: Red-Slice.com
Hire Maria to speak at your next event: Red-Slice.com/Speaker-Maria-Ross
Take my LinkedIn Learning Course! Leading with Empathy
LinkedIn: Maria Ross
Instagram: @redslicemaria
Twitter: @redslice
Facebook: Red Slice
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