Category: Thoughts
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Ships are Safe in Harbour, But That’s Not What They’re Built For
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Read More →: Ships are Safe in Harbour, But That’s Not What They’re Built ForThere’s something particularly challenging about leaving our comfort zones, especially in the technical world. We spend years building expertise, learning languages, mastering systems, and becoming the go-to person for thorny technical problems. It’s rather like building a cosy harbour – protected, predictable, and safe. But leadership beckons like the open sea, full of possibility and,…
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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…