VP of Customer Success at Mediafly
JuntoMentor: Weave the People (J1), Get Maine Lobster (J2), KnowledgeHound (J3), Cristaux (J4)
"Seeing that light bulb go off over their heads, I realized that I have something to add here, my experience is meaningful."
Finish the following sentence: "In my experience, ______________."
Things are rarely what they initially seem, so get all of the information before jumping to a conclusion. And also, in my experience, none of this really matters. Few of us are in jobs where we’re saving lives or where people could get hurt as a result of our decisions. Do the best you can and realize that everyone goes home and has lives and no one is going to die.
What are 1-2 leadership virtues you've observed or learned in your career?
One I’ve come to terms with it recently is assuming positive intent in situations. Don’t draw conclusions early on, because things are rarely in black and white - chances are, the other person means something totally different. The other one is being a good listener and trying to understand the big picture.
What is one book, blog, or podcast you recommend widely?
The Goal: A Process of Ongoing Improvement by Eliyahu Goldratt. It’s written like a parable about a guy who wants to solve a problem for a large manufacturing company. The moral of the story is that you can spend a lot of time on the functions, but the outcomes that you’re really looking for are often somewhere else in the system, so you need to take a step back and find the bottleneck.
What is your most memorable Junto moment?
The first company I mentored was a lifestyle business. It was very clear that the CEO was running it as a lifestyle business, and didn’t have an interest in moving it away from that. But by the end of the nine months, he’d make a decision to go big with the business and relocate, and take on investment. It felt pretty cool to be part of that transformation, having people shine lights on dark crevices.
What is your strength when it comes to emotional intelligence?
Being able to listen, not only to the question that’s being asked or the problem, but being able to understand why, or explore why those questions are being asked, before going right to the answer.
What is your superpower?
The ability to interact with a person who is spinning and help them take a step back and see the forest through the trees.
What have you learned about yourself mentoring with Junto?
I learned that I know a lot more than I realize. Seeing that light bulb go off over their heads, I realized that I have something to add here, my experience is meaningful.
What are you working on right now?
Mediafly is a growing company, so customer success is an evolving job function. I’m trying to manage what’s expected from customer success as it changes and as new needs emerge across the company.
How would you describe your areas of expertise based on industry, market, and/or function?
Customer success and customer-related roles. Less so on the commercial side, more so on support, technology, and architecture.