Customer Successathon

Speakers

Special Guests

Andy Byrne

A seasoned manager with strong experience in operations, sales and customer support across organisations from large corporates to start-ups.

Master of Business Administration (MBA), Certified scrum master, as well as professional training skills.

While I’m a tech guy at heart with interests in everything from web design to AI and smart technology, my real passion is for people, training, support and ensuring that everyone has a great experience from clients to colleagues.

Currently I manage a team of 20 subject matter experts with Cognizant Technology Solutions,
embedded in the largest social media organisation in the world. My team supports and deals with large agencies and marketing firms who use the Platform and advertising products to get the most for their own clients and the agents under me provide technical, product, financial and advertising support for these businesses.

In my Vodafone role I trained and managed customer service and sales teams from on-
boarding right through to progressing within the company. During this time I guided over 600 people directly with hundreds more in outsourced partners and off-site offices.

Using 10+ years of sales and customer services, I helped the teams there achieve
exceptional goals and new levels of customer satisfaction. I gained a certificate in professional training skills and refined my ability to take complex information and processes and deliver them in fun and accessible ways.

I took the opportunity to dabble in world of the start-up myself and ran a small, yet plucky
web development business with a team of 12 which honed my interest in websites, design
and social media before being asked to join a young ambitious software as a service company to create their processes and operations procedures.

In this role I dealt with high end corporate clients as well as angel investors and worked with the CEO to get their first round of funding. I gained experience in day to day operations,
logistics as well as an insight into the high stakes world of the entrepreneur.

I believe I am a rare hybrid of operations & sales excellence and great customer service with technology knowhow and fanatical attention to detail. I pride myself on being able to adapt at short notice to any given situation and enjoy a challenge.

Kristi Faltorusso

VP of Customer Success @ Client Success

Kristi Faltorusso

VP of Customer Success @ Client Success

I’m an award winning Customer Success Executive with experience in building, scaling and transforming Customer Success organizations at hyper-growth B2B SaaS companies. Over the past decade I've helped many companies redefine Customer Success resulting in increased retention, long term revenue growth and customer advocacy.

I’ve lead Customer Success and Experience teams at companies like BrightEdge, Sisense, BetterCloud and IntelliShift and have covered customers at all segment levels - SMB, Mid-Market and Enterprise. Currently, I am the VP of Customer Success at ClientSuccess, a leading Customer Success Management solution, where I lead Customer Success, Technical Support and Consulting.

In addition, I am also the Founder of CS Real Simple, a content experience, supporting the simplification of Customer Success for Executives, CS Leaders, CPSs and more.

Visit my website: www.csrealsimple.com

Follow my page on LinkedIn: www.LinkedIn.com/company/cs-real-simple

Moderators

Florian Gallard

Customer Success Enterprise Manager @InEvent

Florian Gallard

Customer Success Enterprise Manager @InEvent

Florian is an experienced Enterprise Customer Success Leader, with over 10 years of experience with enterprise accounts. With a background in different cultures, such as the U.S. and France, Florian has acquired fluency in English (native), French (native), Portuguese (native), and Spanish (fluent).

Julie Collins

Customer Success Happiness Manager @InEvent

Julie Collins

Customer Success Happiness Manager @InEvent

A holder of BA(Hons) in Public Relations, Green-Belt certified in Lean Six Sigma (LSS) methodology, and over 9 years working in the telecommunications industry in Ireland. Passionate about customer experience and continuous improvement with experience in previous roles creating content, providing guidance, presenting to large audiences and communicating with different cultures. Excellent written, verbal and interpersonal skills, especially in regards to managing customer queries and complaints, and vendor management and relationship maintenance.

Peter Grant

Enterprise Customer Success Team Leader @ InEvent

Peter Grant

Enterprise Customer Success Team Leader @ InEvent

Peter Grant is a Senior Customer Success Advisor, with over 15 years of experience in the marketing and supplies business. Peter is dedicated to Enterprise accounts focused on best practices and implementation launch.

Agenda

Select the date you want to see

Aug 12

Customer Profiling with Andy Byrne

Start

4:00 PM

End

4:45 PM

Understanding our customers allows us to quickly adjust our pitch, pace, tone and words to match their interaction better. Julie will be speaking with Andy to learn how to create better rapport with the customer, and eliminate issues and misunderstandings!

Lets discuss Churn with Kristi Faltorusso

Start

4:45 PM

End

5:45 PM

We look forward to welcoming you to our discussion on churn, notibly in the past weeks, a very prominent topic for InEvent. Florian will be chatting with Top customer success influencer Kristi Falorusso to dive into what strategies are out there to prevent churn.

Break

Start

5:45 PM

End

6:00 PM

A chance to reply to your emails and slack!
While listening to some kick ass songs!!

CS Shout outs

Start

6:00 PM

End

6:45 PM

CS Team Leaders come on stage to give a well deserved shout out to one of their hard working team members!