AWS Customer Support Leadership 
SaaStr
FEBRUARY 21, 2024
They don’t have the bandwidth to support five sub-partners in their category. AWS can’t support 20 partners equally. When partnering with big folks like Drata does with AWS, you have to bring business to them. Then, you have to figure out who the 100 people are at AWS that matter and map them out on a daily basis.
Intercom, Inc.
MARCH 26, 2020
In this unprecedented and uncertain time, our first priority is the health and wellbeing of our staff and their loved ones, the communities we work in, and the customers we support. Our leadership team is fully engaged in the active management of our response during this challenging period.
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Intercom, Inc.
JULY 24, 2018
For us to be available whenever our customers need help, we staff a team across multiple time zones that operates practically 24/7 all year round. World class, awesome, human customer support comes first, offices come later. Simultaneously, I’ve watched the APAC customer base increase more than 900%.
Sales Hacker
OCTOBER 6, 2023
Get your leadership team together, re-evaluate each juncture in your GTM process from customer discovery to upsell, and re-imagine a better way to engage your customers using these new advancements in AI. A few years ago, each of your teams would have run out to buy the latest AI point solution because of FOMO.
Intercom, Inc.
OCTOBER 14, 2019
Products like Amazon Web Services (AWS) and the rise of engineering talent globally have reduced the barrier of entry for software startups in recent years. Recently, a member of my team and I spent time with a group of seasoned customer support specialists looking to transition to live chat support.
ChurnZero
AUGUST 11, 2020
You and I both know how awful it feels to have someone disregard what we say and focus on their end goal instead. According to Will, this specific type of role playing helped CSMs develop stronger and deeper relationships with their customers. It’s also built a new level of trust and respect between the customer and the CSM. . #2.
SaaStr
OCTOBER 15, 2019
So one place would be in your customer success organization. We were doing more customer support, less customer success. It was less about making sure that customers were happy and individually reaching out to them. I think maybe once we saw the deck that they were using and it was pretty awful.
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