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30-Day Money-Back Guarantee
Business Business Analytics & Intelligence Customer Success Management

How To Get A Technical Customer Facing Role in 2020

Learn foundational business and technical skills for Sales Engineering or (Technical) Customer Success roles.
Rating: 3.7 out of 53.7 (12 ratings)
41 students
Created by Alex Cho
Last updated 5/2020
English
English [Auto]
30-Day Money-Back Guarantee

What you'll learn

  • How to to become a Sales Engineer?
  • How to become a (Technical) Customer Success Manager?
  • What are the key skill sets of Market (Sales) Development?
  • What are the key skill set of Sales?
  • What are the career opportunities in a hybrid, business and technical role?
  • What are the key skill sets in Customer Success?
  • How to understand software development as technical consultant?
  • How to understand business intelligence and data?
  • How to understand the function of product, program, and project management?
  • What are the key metrics of a Sales Engineer or Customer Success role?
  • What are the common methodologies and frameworks used in Sales Engineering and Customer Success roles?

Requirements

  • A desire to learn and succeed
  • The ability to follow through and take action
  • A computer (Mac/Windows)
  • No prior knowledge required
  • No previous experience is needed

Description

Why Choose This Career Path?

Technical customer-facing roles like Sales Engineer, Technical Customer Success Manager roles are fun, engaging, and rewarding jobs.

Plus, they are also equally lucrative paths that start out in the $100K base salary range with some sort of variable payout.

Moreover, the career path from a technical customer-facing role is flexible and varied from leadership roles, product management, marketing, and more.

Here are the topics covered in this course:

BUSINESS SKILL SET

Full-cycle business from market development, closing a sale and nurturing customers to renewal contracts

  1. Market Development

    1. Account-Based Marketing

    2. Developing Ideal Customer Profiles

    3. Developing Ideal Buyer Personas

    4. What is Prospecting?

    5. Useful Market Qualification frameworks

    6. How to develop Market Development skills?

  2. Sales

    1. How to Build a Business Case?

    2. What are the common Sales Stages?

    3. What are some Negotiation Tactics?

    4. What are the fundamental Sales Qualification frameworks?

    5. What are the common Sales Frameworks and Methodologies?

  3. Customer Success

    1. How to approach Customer contract renewals?

    2. How to Upsell existing Customers?

    3. How to manage a Portfolio of Customer Accounts?

    4. How to develop Customer Success Plans?

    5. How to conduct QBR meetings?

    6. How to handle product implementation and customer onboarding?

    7. How to help Customer achieve Business Outcomes?

TECHNICAL SKILL SET

Understanding some common technical knowledge and topics to equip you in a technical customer-facing role

  1. Understanding Software Development & Architecture

    1. What aspects of software engineering are useful for a technical customer-facing role?

    2. What is the fundamental understanding of software engineering?

    3. What are the key concepts in software architecture design?

    4. What are the common software architecture patterns?

    5. What are the common data structure and their use cases?

    6. What are APIs and their use cases?

  2. Understanding Business Intelligence & Data

    1. What aspects of data and business intelligence is useful for a technical customer-facing role?

    2. What is the data science hierarchy of needs?

    3. What are the components that make up a data warehouse architecture?

    4. What are some best practices in data visualization?

  3. Understanding Product Management

    1. What aspects of product management is useful for a technical customer-facing role?

    2. What are some project management best practices?

    3. How to make decisions based on benefits and tradeoffs using SWOT analysis?

    4. What are some leadership best practices?

    5. How to decide on product goals and metrics?

HOW TO GET A TECHNICAL CUSTOMER FACING ROLE?

  1. What is a Sales Engineer and what value do they bring to a company?

  2. What is a Technical Customer Success Manager and what value do they bring to a company?

  3. How to position yourself for a technical customer-facing role?


Who this course is for:

  • Students (high school, college) who are interested in exploring career options that is both business-oriented and technical
  • For career changers looking to get into a technical customer facing role
  • Anyone who wants to get into Sales Engineering or Customer Success

Course content

8 sections • 91 lectures • 12h 55m total length

  • Preview05:51
  • Why are technical customer facing roles valuable and what are the opportunities?
    05:38
  • How to get the skills and experience for a technical customer facing role?
    08:22

  • Preview02:22
  • What are the key skillsets of market development?
    03:06
  • How to implement an account based market development strategy?
    03:06
  • How to frame your ideal customer profile?
    06:01
  • How to frame your ideal buyer persona?
    07:09
  • How to deploy the right value proposition pitch at the right time?
    07:45
  • What is prospecting and why is it important?
    07:54
  • How to qualify an opportunity using BANT?
    09:18
  • What are some other useful qualification methods?
    07:58
  • How to prioritize your lead pipeline?
    12:58
  • What roles allow you to develop this skillset?
    04:11
  • What are the potential career transitions for a SDR?
    09:46

  • Preview02:17
  • What are the key skillsets of sales?
    06:48
  • What are the key metrics for sales?
    07:35
  • What are some useful sales frameworks?
    03:26
  • How to use the MEDDIC method to qualify an opportunity?
    03:17
  • How to adapt the MEDDIC method to a company's sales context?
    06:25
  • What are the typical stages in a sales cycle?
    02:17
  • How to prioritize and manage your sales opportunity pipeline?
    06:04
  • How to prepare for different stages of a sales opportunity life cycle using GVAP
    03:03
  • How to provide an effective sales demo?
    08:50
  • How to build a business case?
    05:46
  • How to use OKRs goal management framework on the new business side?
    05:08
  • How to get buy-in from different stakeholders?
    06:13
  • How to handle sales roadblocks or obstacles using the ACERT framework?
    10:08
  • How to negotiate a sales deal using BATANA methodology?
    03:46
  • How to prepare for negotiation throughout the stages of your sales?
    07:28
  • What roles allows you to develop a Sales skillset?
    05:35
  • What are the potential career transitions or promotions for an AE?
    09:26

  • Preview04:00
  • What are the key skillsets of customer success?
    06:15
  • How to help customers achieve outcomes?
    06:34
  • How to use OKRs goal management framework on the post-sales side?
    03:45
  • How to set account success goals?
    06:04
  • How to handle product implementation?
    06:53
  • How to help a customer with your product go-to-market strategy?
    13:34
  • How to become an effective problem solver for your customers?
    08:27
  • How to prepare for a QBR meeting?
    10:09
  • How to manage your portfolio of customer accounts?
    09:55
  • How should you approach customer renewals?
    08:49
  • How to find upsell and expansion opportunities?
    10:16
  • What are key metrics for customer success?
    13:58
  • What are some Customer Success frameworks?
    12:08
  • What roles allow you to develop Customer Success skill sets?
    05:28
  • What are potential career transitions for CSMs?
    13:27

  • Preview05:30
  • What aspects of software engineering are useful for a technical customer facing
    11:38
  • What is the fundamental understanding of software engineering?
    03:53
  • What are the fundamental understanding of Object-Oriented Programming?
    18:11
  • What are the fundamental understanding of Functional Programming?
    11:03
  • What are the common data structures and their use cases?
    18:22
  • What are common algorithms, their uses cases, and space time complexity?
    18:45
  • What are the key concepts in software architecture design?
    30:08
  • What are the common software architecture patterns?
    23:59
  • What are the fundamentals of the frontend?
    04:23
  • What are the fundamentals of the backend?
    04:10
  • What are frameworks and libraries?
    05:16
  • What are APIs and their use cases?
    17:32
  • What is software testing and why it's important?
    10:33
  • What is DevOps and its role in the software development life cycle?
    14:37
  • What are some key concepts of security and authentication?
    16:03
  • How can you develop these software engineering skillsets?
    06:20

  • Preview03:35
  • What aspects of data and business intelligence is useful for a technical custome
    06:25
  • What is the data science hierarchy of needs?
    05:54
  • What is OLTP vs OLAP?
    03:50
  • What are the components that makes up a data warehouse architecture?
    04:19
  • What is the ETL Process?
    06:16
  • What are some data modeling types?
    04:08
  • What's the purpose of ERM diagrams?
    03:45
  • What are the different dimensional schema models in a data warehouse?
    09:43
  • What's the difference between SQL vs NoSQL?
    07:19
  • What are some best practices in data visualization?
    14:05
  • How can you develop these data analytics and business intelligence skillsets?
    06:05

  • Preview05:26
  • What aspects of product management is useful for a technical rep?
    06:25
  • What are some project management best practices?
    12:08
  • How to make decisions based on benefits and tradeoffs using SWOT analysis?
    08:25
  • How to scope a product or solution roadmap?
    05:41
  • How to decide on product goals and metrics?
    04:43
  • What are some useful Product Management frameworks?
    10:03
  • How to leverage Agile development methodology?
    07:48
  • What are some leadership best practices?
    07:29
  • How do you develop a product management skillset?
    07:48

  • What is a TCSM and what value do they bring to a company?
    19:40
  • What is a Sales Engineer and what value do they bring to a company?
    18:34
  • How to position yourself for a technical customer facing role?
    21:06

Instructor

Alex Cho
Technical Customer Success Manager
Alex Cho
  • 3.7 Instructor Rating
  • 12 Reviews
  • 45 Students
  • 2 Courses

MY BACKGROUND

1. Currently, I am a Technical Customer Success Manager in the Business Intelligence and Data Science field.

2. Recently,  I was a self-taught software developer specialized in JavaScript web development for close to 2 years. (I am still practicing software development on the side)

3. Prior to this career path, I was in Software Sales for close to 3 years.

4. Moreover, I've attempted to run a wholesales mobile accessories e-commerce business as a co-founder, Director Sales at LTEMP.

5. I also was a strategic advisor for early-stage start-ups like Twic - AI, and CompassionLeaders.

6. Before starting my professional career, I've accumulated 5+ years in leadership roles at different non-profits.

WHAT ARE MY CREDENTIALS?

What differentiates me from other more "professional" Udemy Instructors is that I am quite average and normal:

1. I went to San Francisco State University, double majored in Linguistics and Philosophy vs Ivy League schools or UCs (Stanford, UCLA, etc)

2. I don't have a technical background (unless you count competitive video gaming - CS, Warcraft, Starcraft, etc ;)

WHAT'S IN IT FOR YOU?

Everything I teach will be very practical and it comes from a laymen's perspective, therefore, it will hopefully be more relatable to the broader audience.

Because in the end, you and I are not that different, therefore, you can achieve similar or greater outcomes than me with the information I share.


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