Yanira Sesniak

I grow and scale Customer Success teams. I bring to the table 7+ years of Customer Success management in a SaaS environment.

MY MISSION

To know my team members and their needs and then create one-of-a-kind development experiences. I want to impact people by focusing on their strengths and natural talents while promoting productivity and collaboration in the workplace. “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” As a purpose-driven Customer Success leader, I live by these words.

Projects Portfolio

Projects

Product Adoption

  • Defined product adoption to improve customer experience

Standardized Books of Business

  • Collaborated with leadership to establish SOPs

Performance Management Training & Development

  • I attended InsideOut Coaching training & brought back knowledge to my Managers on how to prepare, plan & practice alignment coaching

Strategized NPS follow-up

  • Prompt follow-up with customers after they gave feedback helped us drive opportunities to increase NPS

Designed new service based on customer experience

  • New service was up & running as of January 2020 after training Advanced Support team

Professional Development

Hubspot Academy Certifications

  • Inbound Certified

  • Email Marketing

LinkedIn Courses

  • Building Customer Loyalty

  • Communication Tips

  • Managing High Potentials

  • Rules for Rising Leaders

  • Setting Team & Employee Goals

  • Coaching Employees Through Difficult Situations

  • Customer Experience Journey Mapping

  • Diversity, Inclusion & Belonging

  • Giving & Receiving Feedback

  • Grit: How Teams Persevere to Accomplish Great Goals

  • Leading With Kindness & Strength

  • Managing a Customer Service Team

  • Multipliers: How the Best Leaders Make Everyone Else Smarter

  • Own Your Voice: Improve Presentations & Executive Presence

  • Transitioning From Manager to Leader

  • Winning Back a Lost Customer

  • Communicating with Empathy

Career Development

Here’s how I developed my team members & those I mentored:

Growth Plans

  • Held others accountable in creating a growth plan

  • Focused on short-term & long-term goals

Arbinger Institute

  • Trained on Outward Mindset self-awareness tools

  • Utilized the Influence Pyramid to help others change

Lominger Competencies

  • Established common language across the department on ways to grow using 67 competencies

Weekly Check-ins

  • Held weekly 1on1s with direct reports

  • Offered monthly 1on1 to all department members

Inside-Out Coaching

  • Trained department in GROW coaching (goals-reality-options-way forward)

  • Trained managers on coaching for alignment

Carousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel imageCarousel image