I work at FloQast and I am a Customer Success Manager Team Lead. I lead a team that focuses on the client success of our Client Accounting Services(CAS) customers.
How big is it?
āWe are a team of 6. We have 1 Senior Accounting Technology Consultant, 3 Associate Accounting Technology Consultants and 1 Support Team Lead.ā
Where are your teammates located?ā
My team is spread out around the US. We have someone in San Francisco, Arizona, NJ as well as a few of us in Los Angeles.ā
What does your team do? What are you responsible for?ā
My team launches all of our Client Accounting Services clients and manages the client relationship. A typical client set up takes place when the contract is signed and then there is a traditional handoff from the Professional Services team to the Customer Success Manager, but in CAS, there is a need for continued support from the services team. I am responsible for the entire relationship which includes quarterly, monthly or weekly business reviews, training, client adoption, client cross-sells and up-sells as well as renewals.
In my opinion, great communication between your team, defined roles and responsibilities and making the commitment to make your team encounters enjoyable and not solely on the task at hand.
Strong remote cultures are built on strong connections.
Strong connections are built with Hailey.
Our Team syncs on goals and the status of our clients on a weekly basis which keeps us on target. I try to make sure that my team gets to know each other and feels that when we meet, we can also enjoy each other's company. Whenever we have a new person join our team, they are tasked with presenting a Pecha Kucha, which is 20 slides for 20 seconds about yourself. This gives us great insight into who you are outside of the office space. I also like to play games or if it is a holiday, discuss holiday traditions.
I try to make sure that my team gets to know each other and feels that when we meet, we can also enjoy each other's company. Whenever we have a new person join our team, they are tasked with presenting a Pecha Kucha, which is 20 slides for 20 seconds about yourself. This gives us great insight into who you are outside of the office space.
My biggest challenge is that I never met the majority of my team in person. I believe we would be able to build more comradery with meeting in person or occasionally gathering for syncs, kickoffs or celebrating wins.
A quick 10 question Trivia has been the most popular so far. I shared details of the Pecha Kucha in a prior question, but we also do trivia and are hoping to add more games to our syncs.
A quick 10 question Trivia has been the most popular so far.
I have started meetings with icebreakers, the December Holiday Traditions was the biggest hit.
Our department uses 15Five, where you can hand out āhigh-fivesā to team members and share wins from the week.
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