Emily Gabriele’s fascination with technology and love of people led her to customer success. In her work with multinational corporations, she realized the idea that the “customer was always right” could cause more harm than benefit. She also saw that, for customer success employees to succeed without burning out, they need the right kind of resources and support.
In her current position as customer success manager at Airtable, Emily helps reps get the support they need to be proactive rather than reactive. She advocates that what is best for the customer is the right solution, but not necessarily the one they think they want at the start of the call.
Key takeaways
Quote of the show:
5:35 “It’s helpful to slow down to speed up. And what does that mean? Well, a customer can come to you with these fast and hard deadlines, which may not align with what you can produce or provideare capable of producing or providing in that short turnaround time. And if you go outside of your advised timeline and the customer is pushing you to do so, then maybe you end up with a band-aid fix instead of a fully functioning and appropriate solution.”
Links:
LinkedIn: https://www.linkedin.com/in/emily-k-gabriele/
Company Website: https://www.airtable.com/
Emily Gabriele’s Music Website: https://www.egmusicnyc.com/
Ways to Tune In:
Amazon Music — https://music.amazon.com/podcasts/eccda84d-4d5b-4c52-ba54-7fd8af3cbe87/disruption-interruption
Apple Podcast — https://podcasts.apple.com/us/podcast/disruption-interruption/id1581985755
Google Play — https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZGlzcnVwdGlvbmludGVycnVwdGlvbi5jb20vZmVlZC54bWw
Spotify — https://open.spotify.com/show/6yGSwcSp8J354awJkCmJlD
Stitcher — https://www.stitcher.com/show/disruption-interruption
YouTube — https://www.youtube.com/channel/UCf2zbLqmHtSHQ7u1V-Is8cA
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