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Ep 5. Jessica Telford on vulnerability as a superpower, what customer success actually is and the world of Culture Amp
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0:29 - Jessica Telford, upbringing and background
4:40 - Moving to London and landing the wrong job
8:15 - First interview at a tech startup, setting in motion the next decade
10:15 - The early days of customer success
13:02- Learning to be vulnerable at work
14:29 - It's cool to fail; there is so much learning
16:43 - All about Culture Amp
22:22 - Reframing redundancy and lessons for others
26:48 - What makes a good customer success person in tech?
32:56 - Putting your learning and development first
34:33 - Leaning into what is hard
40:32 - the importance of asking for feedback
48:22 - How to deal with imposter syndrome
56:03 - Jess's vision for the future of customer success
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A note from your host, Laura:
My goal for Calling Operator 2.0 is to open-source stories with startup operators across various functional areas and learn how they excel at building and scaling companies. As a Chief of Staff, I often find myself in (virtual) rooms with people tackling similar challenges. I want this podcast to open a line for operators in Australia and New Zealand to learn from each other—diving into the execution behind big ideas, pivotal career moments, successes, failures, lessons and personal stories.
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