Customer success

He's the chief customer officer at Smartling.

And at Smartling, he leads customer success, professional services, and account management.

And that's for enterprise clients, which includes the likes of MasterCard, Walgreens.

Over the past 20 years, Jim has just about held every customer facing role in software as a service companies.

Putting them at the center of the story and trying to Obi-Wan your way out of it of saying, what are the other things that this lady is going through today? And how do I make those other things better is a really valuable exercise that doesn't always occur to people when they're just trying to focus on their product.

And how do I get the thing back up and the service restored the way it needs to be?

Yeah, again, even like the customer success point of view, keep it value oriented.

Don't just keep it with technical triage, but think about how you can triage the business and the outcomes, not just the technical issue.