Mastering the art of customer success management with LinkedIn's Erika Tabacniks
In this episode, we’re joined by Erika Tabacniks, Manager of Customer Success at LinkedIn. Erika shares valuable insights into building a supportive and effective customer success team by harnessing the power of AI and fostering a culture of continuous learning and empathy.Key Takeaways:(02:32) Erika defines her pivotal role and responsibilities within customer success management at LinkedIn.(05:55) Using AI to keep customers engaged and drive long-term loyalty.(11:25) The importance of personalized messaging and AI in user communication.(17:12) The necessity of open communication for team support and mental health.(18:42) Strategies for fostering a learning culture within customer success teams.(19:38) Erika's techniques for encouraging a healthy work-life balance.(21:02) Boosting morale by recognizing and appreciating team efforts.(23:36) Proactively using data and AI to address customer needs and preferences.(24:50) A compelling story of exceptional customer service embodying the Japanese concept of Ikigai.Resources Mentioned:LinkedIn LearningSign up for a free trial at Zendesk.com#CX #CustomerService #CustomerExperience