Tag: leadership
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The Metrics That Made You Disappear
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Read More →: The Metrics That Made You DisappearThere’s a peculiar kind of loss that comes with leadership in technical fields, and it’s one nobody warns you about. It’s not dramatic. There’s no goodbye party or farewell email. Instead, it’s gradual—like watching your reflection fade from a photograph.
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The Leadership Shadow: How Your Communication Style Shapes Customer Success
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Read More →: The Leadership Shadow: How Your Communication Style Shapes Customer SuccessIn the realm of Customer Success Engineering, our influence extends far beyond direct interactions with our teams. Like a shadow cast by the morning sun, our communication style, emotional responses, and leadership approach create lasting impressions that shape how our teams engage with customers. Understanding the Leadership Shadow The concept of a leadership shadow encompasses…
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Technical Support’s Best-Kept Secret: Your Next Great Hire Probably Isn’t a Technical Support Engineer
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Read More →: Technical Support’s Best-Kept Secret: Your Next Great Hire Probably Isn’t a Technical Support EngineerThere was a moment that completely changed how I think about hiring technical support engineers. During a particularly tense escalation call, I watched one of our newer team members handle a situation that could have ended badly. This person – who came from a customer success background rather than a traditional technical one – transformed…