Course curriculum

  • 01
    Introduction
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    • Course Overview
    • Learning Outcomes
    • Introduction
  • 02
    What is People and Teamwork?
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    • What Does People And Teamwork Mean?
    • People, Teamwork And Customer Success
    • Ways To Improve People Skills And Teamwork
    • The Four Pillars Of People And Teamwork
  • 03
    Talent Acquisition And Hiring
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    • Overview
    • How Do You Currently Define The Jobs You're Hiring For?
    • Four Tips For Defining Effective Job Roles
    • SOLO EXERCISE: Defining Job Roles
    • SOLO EXERCISE: Defining Competencies And Skills
    • Learning Checkpoint
  • 04
    Pillar #1: Open Communication
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    • Overview
    • What Is Open Communication?
    • Why Does A Customer Success Professional Need Open Communication?
    • How You Can Practice Open Communication?
    • Ways To Recognize & Measure Open Communication
    • Open Communication Proficiency Standards
    • Learning Checkpoint
  • 05
    Pillar #2: Execution & Management
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    • Overview
    • What Is Execution & Management?
    • Why A Customer Success Manager Needs Project Management Skills
    • How Customer Success Professionals Can Practice Better Project Management
    • Ways To Recognize and Measure Project Management Skills
    • Execution And Management Proficiency Standards
    • SOLO EXERCISE: What Could Go Wrong?
    • Learning Checkpoint
  • 06
    Pillar #3: Teamwork
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    • Overview
    • What Is Teamwork?
    • How Teamwork Is Central To Customer Success
    • Ways To Practice Better Teamwork
    • How To Measure Success In Teamwork
    • Teamwork Proficiency Standards
    • GROUP EXERCISE: Rose, Bud, Thorn
    • Learning Checkpoint
  • 07
    Pillar #4: Coach And Develop
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    • Overview
    • What Is Coaching And Developing?
    • What Does Healthy Learning Look Like In The Workplace?
    • How You Can Learn To Learn
    • How To Measure Success In Coaching
    • Coach & Develop Proficiency Standards
    • SOLO EXERCISE: Grow!
    • Learning Checkpoint
  • 08
    Performance Rubrics And Employee Reviews
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    • Overview
    • What Is A Rubric?
    • SOLO EXERCISE: Creating Your First Rubric
    • SOLO EXERCISE: Competency Based Review
    • Nine Box Evaluation
    • SOLO EXERCISE: Using The Nine-Box
    • Analyzing Nine Box Results
    • Learning Checkpoint
  • 09
    Wrap Up
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    • Wrap Up