#76 - Jess McCausland: How to Ensure Client Success
This week we talk to Supercede's Jess McCausland who reveals how the emerging role of Client Success revolutionises technology adoption. Learn what makes it different from account management, how CS builds strategic partnerships, and real examples of transforming client outcomes. Get invaluable insights on maximising your software investment from a leader guiding global insurers to success. EPISODE LINKS: Jess' LinkedIn: https://www.linkedin.com/in/jessmccausland/ CONNECT WITH US: Website: https://www.supercede.com LinkedIn: https://www.linkedin.com/company/supercedehq Twitter: https://twitter.com/SupercedeHQ YouTube: https://www.youtube.com/@SupercedeHQ RSS Feed: https://anchor.fm/s/7e741c8c/podcast/rss Say Hello: producer@thereinsurancepodcast.com OUTLINE & TIMESTAMPS: (00:00) Introduction (00:48) Defining Client Success (02:25) Transition to Client Success (03:38) Proactive Approach (06:21) Client Success in Pre-Sales (08:08) Setting Objectives (10:15) Data Quality Success Story (11:32) Stacking Success Story (13:58) Long-Term Visions (15:08) Quality Interactions (18:31) Measuring ROI (21:36) Jess' Background (22:55) Pirates & Revenue (23:00) Client Success Examples (25:00) Ongoing Client Partnerships (26:00) QBR Meetings (28:00) Remote Work Impacts (30:00) Diversity and Inclusion (33:00) Future of Client Success (36:00) Key Takeaways