Rachel Jugai's guest appearances

Rachel Jugai

Strikedeck Radio: Customer Success Live

The Launch Station

Bill Cushard

Chitra Madhwacharyula

Mike Sasaki

Jack Phillips

Jennifer Griffin

Evan Rich

Ari Hoffman

Jim Kalbach

Jason Whitman

Karen Rhorer

Rona Yang

John Laino

Chad Horenfeldt

Damien Howley

Shane Metcalf

OwlTail

We spoke to Mike Sasaki and Rachel Jugai, who are currently colleagues in the Customer Success division at Mitek systems. Mike has over 20 years of experience across tech and SaaS companies, 12 years of that had him heading customer success departments. Rachel has over eight years of experience as a CSM and is currently a part of Mike’s team. In this episode, you’ll hear them on:  What they have learned from escalations through the course of their careers  Communication, processes, playbooks for handling escalations  Escalating customer issues at their end  Differences in handling escalations for larger versus smaller clients  Playing good cop — bad cop during escalations.   ...and more.

We spoke to Mike Sasaki and Rachel Jugai, who are currently colleagues in the Customer Success division at Mitek systems. Mike has over 20 years of experience across tech and SaaS companies, 12 years of that had him heading customer success departments. Rachel has over eight years of experience as a CSM and is currently a part of Mike’s team. In this episode, you’ll hear them on: <ul> <li>What they have learned from escalations through the course of their careers </li> <li>Communication, processes, playbooks for handling escalations </li> <li>Escalating customer issues at their end </li> <li>Differences in handling escalations for larger versus smaller clients </li> <li>Playing good cop — bad cop during escalations. </li> </ul> ...and more.

S01 Ep. 04: Mike Sasaki & Rachel Jugai on Looking at Escalations as Opportunities

Join Kristen Hayer in conversation Rachel Jugai, Customer Success Manager at Mitek Systems talks about how to avoid over-processing your customer experience, and about ways that you canleverage your customers success team’s strengths.

Join Kristen Hayer in conversation Rachel Jugai, Customer Success Manager at Mitek Systems talks about how to avoid over-processing your customer experience, and about ways that you can leverage your customers success team’s strengths.

Ep 87, Rachel Jugai, Over-processing Processes for CSMs