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Gratitude April 2024
It’s been a while, but the thanks and praise are ever on my heart. Here are a few things I have been grateful for as of late. The Career Pivot I recently made the thrilling decision to (finally!) step away from tech and pursue my interest in nonprofit organizational closure. With the support of friends…
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How To Manage A Customer Support Team (when you are an engineering leader and have never done anything like that before)
The other day spoke to a young CTO, who recently had the post-sales organization (e.g. customer support/ technical account management) shifted to him. He was clearly out of his depth, and wasn’t quite sure what he was meant to be doing to make it a success. He reached out to me because he wanted to…
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Me! On The Intercom Podcast
A few months ago, someone reached out to me inquiring if I would be open to being interviewed on the Intercom podcast. I remember looking at it and thinking, “Me? Intercom? Is this for real?” You see, Intercom is an industry-leading product in the customer experience space. You know that little chat window or balloon you…
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Gratitude December 2023
WOW, where did the year go? Let’s get into a final gratitude list round up before it’s gone. Sampha’s Latest Tiny Desk What would my gratitude list be without a Tiny Desk link? It is just consistently so damn good. Sampha’s new album, Lahai, is another triumph and I am glad it brought him back…
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From The Department of “Secure The Bag”
“When you say ‘CS’ that’s a naughty word. So I don’t believe in customer success. Because what does customer success do in most companies? They are basically either renewal people or they’re guiding the customer around to how to use the product. But if you ask the tough of customer success, can they sell the…
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Acquisition Transitions in Support – Part 3: The Tricky Stuff
This is part 3 of a 3-part series about the challenges support teams might face during an acquisition. You might want to go back and read Part 1: The Good Stuff and Part 2: The Bad Stuff first) It seems every week a new acquisition is announced here in the tech industry*. Last week, I…
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Acquisition Transitions in Support – Part 2: The Bad Stuff
This is part 2 of a 3-part series about the challenges support teams might face during an acquisition. You can read Part 1: The Good Stuff here) It seems every week another acquisition is announced here in the tech industry*. Last week, I gathered a group of customer support friends new and old on a…
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Acquisition Transitions in Support – Part 1: The Good Stuff
This is part 1 of a 3-part series about the challenges support teams might face during an acquisition. The link to Part 2: The Bad Stuff is at the bottom of this post. It seems every week another acquisition is announced here in the tech industry*. And while the initial reaction is all dollar signs…
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Managing Through The Fire
I recently had occasion to chat with a few different CS leaders whose teams had gone through fairly dramatic layoffs.* One of them asked me what they could do today to weather the storm and get the boot off their teams in the immediate term and here is a summary of what I said. Embrace…
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Gratitude July 2023
Every once in a while, I like to come here and type up a few things that I enjoyed recently. Here are a few. Bloom I am a sucker for queer YA graphic novels and will pretty much read anyone I can get my hands on. Bloom is nothing mind-blowing; it is just a sweet…
Camille E. Acey 