We all know that effective collaboration is the key to success in any organization. However, sometimes collaborating across departments is easier said than done. I want to share with you what I’ve learned through years of leading customer success at Meltwater so that you can join forces with the other stakeholders in your business and drive your customer success team forward.
In this article, we're going to explore:
- Me and Meltwater in a nutshell
- Customer success at Meltwater
- Our culture values
- Effective collaboration tips
Before I dive in, I want to plant a little seed. It’s Peter Drucker's famous quote, “Culture eats strategy for breakfast.” A huge part of collaboration stems from your company's culture, and that’s going to be a topic that I touch on today.
Me and Meltwater in a nutshell
I joined Meltwater back in 2008, straight out of university. I’d studied at the University of Oregon, I was born and raised on the west coast, but I was eager to get out of the States, move around, and see the world.
That's where I found Meltwater. I started in a sales position in Singapore, but since 2013, I've been working with customer success here in Tokyo. I spent three years in Customer Growth – a department adjacent to customer success – working with CSMs to drive upsells and cross-sells into our accounts. Interdepartmental collaboration was key for me to get the buy-in from CSMs to be able to work with them on their portfolios.
In 2016, I took over the team all together as Customer Success Director and started working closely with growth and the other stakeholders, which is a lot of what I'll talk about today.
So that's a little bit about me. Now let me tell you more about Meltwater. We’re a global company headquartered in San Francisco, with roughly 2000 employees worldwide.
We provide award-winning digital marketing tools ranging from social media analysis to account management. We've also gotten a lot of awards for our culture, the culture of not just being a great place to work and an equal opportunity employer, but also a fun place to work and a great place for collaboration.
On the software end, we put a lot of stock into being a leader in our space, and we pay close attention to the customer reviews that are coming through. We’re delighted to be seen as a leader in our industry, not just in APAC but worldwide.