Introduction
Embark on a journey of customer success mastery with Bethany Bosso, Senior Director at Opportunity@Work. In this enlightening exploration, Bethany shares the underrated skill of curiosity, the key to balancing rapport building and outcome-driven onboarding, and the art of leveraging cross-functional teams. Join Bethany Bosso in the pursuit of mastering customer success at Opportunity@Work.
Bethany Bosso - Sr Director of Customer Experience Opportunity@Work
- One of the most underrated skills in Customer Success is curiosity. You don’t need to be a subject matter expert in everything your customer does to build a strong relationship and deliver value; but you should be curious in your continued discovery. Continue to work to understand your customer’s less-obvious motivating factors, remain informed in their potentially niche market trends, and be ready to recommend new and to meet ever-evolving preferred ways of working
- Don’t boil the ocean during your kick off meeting. Onboarding is the most critical time during the customer journey, and balancing rapport building while driving outcomes is key. Anchor your conversation in your customers top key goals with a success plan that is data-driven.
- Know when to leverage your team and resources. As Customer Success, we can often fall into the trap of trying to be and do everything for our customers. Knowing when to tap in cross-functional teams and leverage their expertise, supports in creating trust and in delivering an exceptional customer experience.
About Bethany Bosso
Bethany Bosso is an accomplished customer success leader with a strong track record of building successful teams, driving customer outcomes, and fostering a culture of collaboration. Her strategic, consultative approach and commitment to professional development have earned her praise from colleagues. With a deep understanding of customer success tools and strategies, Bethany is also a passionate advocate for diversity, equity, and inclusion initiatives.
About Company
Our mission is to rewire the labor market so that all workers Skilled Through Alternative Routes (STARs) can work, learn, and earn to their full potential. Tag #TearThePaperCeiling or #HireSTARs for a chance for your photo or story to be featured.