[Case Study] Education to Empower Success Teams & Turn Managers Into Leaders
CLIENT OVERVIEW
Salsify is the leading provider of Product Experience Management (PXM) platform that empowers brands and retailers to win on the digital shelf.
In today’s world of always-on online consumption and commerce, consumers are demanding what they want, when they want it. Salsify empowers brand manufacturers, distributors and retailers to drive efficiency, power growth, and lead the digital shelf.
Salsify‘s Product Experience Management platform helps thousands of companies in over 140 countries to centralize all of their product content, connect to the commerce ecosystem, and automate business processes in order to deliver the best possible product experiences across retailer/distributor channels as well as marketplaces, social commerce, and direct-to-consumer (D2C) sites.
The world’s largest brands, including Mars, L’Oreal, Coca-Cola, Bosch, and ASICS, as well as retailers and distributors such as DoorDash, E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday.
GROWTH OPPORTUNITIES
The Salsify customer success leaders sought more than a customer success consulting firm. They wanted a partner to collaborate with that would have an impact quickly with essential skills and leadership training. Salsify partnered with Growth Molecules™ in two key ways:
- Customer Success Essential Skills Training and Enablement to improve communication, lead customers, and build confidence.
- Customer Success Leadership Training and Enablement to lead change effectively, mentor team members, and set team goals.
PART I. Education To Help Protect And Grow Revenue
“We brought in Growth Molecules™ to help our customer success and customer leadership team to learn essential skills. Our company understands the power of strong customer relationships to grow revenue. We were looking for a partner like Growth Molecules that not only teaches how to build rapport but also how to ask the right questions to grow customer trust in our platform.”
Tracy Henriques, VP of Customer Success, Salsify.
Enabling Customer Success Managers Pays Off.
TRAINING ENGAGEMENT RESULTS:
“The engagement immediately helped our CSMs lead customers with a growth mindset and the skills to apply emotional intelligence to client interactions. The engagement created a methodology for the team to follow without feeling scripted. We’ve had multiple cohorts of employees participate in the training as we continue to invest in our customer success team. We look forward to continuing this foundation and advanced proactive approach to managing customers in 2023 and beyond.”
Tracy Henriques
VP of Customer Success
Salsify
PART II. Success and Leadership Education
Our leadership and essential skills-building hybrid learning program provides every CSM and leader, from early career to experienced, an opportunity to dive deeper into the essential skills that every customer success professional should practice and apply to make a revenue-leading growth impact on business outcomes through the client relationship.
PART IV. Bringing it all Together
Many Salsify leaders are first-time leaders and Salsify believes in investing in Customer Success to grow revenue, especially in their highly competitive industry. Salsify is focused on retaining top talent, up-leveling their teams’ skills to gain confidence, and deepening customer relationships by asking questions to discover new opportunities. Growth Molecules™ is proud of the growing partnership of over one year, and we look forward to continued growth and collaboration.
CUSTOMER QUOTES
Jonason Sturdivant, Sr. Customer Success Manager: “I had the chance to attend two customer success training courses – Customer Success Education Foundations and Customer Success Leadership Level 1: Coaching and Enablement for Success Leaders. The concepts taught in these courses were incredibly impactful, and I was able to learn valuable strategies on how to handle difficult conversations and lead with empathy. These concepts are something that I can apply daily to my role.”
Wayne Tu, Sr. Customer Success Manager: “I really enjoyed my courses with Shannon and the growth molecules team; every lesson was extremely relevant and gave me strategies and tactics that I could immediately employ with customers! Everything that I took away, gave me confidence and made me more effective and unlocking value driven conversations.”
Brenna Parker, Manager, Customer Success: “I appreciated that each concept came with a concrete framework that can be used right away. I also appreciated the breakout sessions and opportunity to discuss the concepts through the lens of relevant Salsify scenarios.”
Growth Molecules™ is a Customer Success Advisory firm, helping companies protect and grow revenue.
We do That in Three Ways:
- We assess your current capabilities: People, Processes, and Systems.
- We implement new solutions: Actionable Playbooks, Technology, and Training.
- We execute them: Fractional Customer Success Leadership, Success, Leadership, and Support Training.
Growth Molecules™ is the ideal partner in revenue growth and customer success management. Our proven methodologies swiftly identify organizational needs, and strategically plan solutions to positively impact business outcomes. Our team of award-winning strategists are former customer success leaders who understand what it takes to increase revenue through customer success. Don’t take it from us, take it from our customers through case studies and G2 Reviews to prove it. Contact us today to get started on your customer success optimization journey.