James Sung's guest appearances

James Sung

Backstory

The Crypto Show

The Customer Support Podcast

Brian Sovryn

Ron Paul

Joe Quirk

John McAfee

Ross Ulbricht

Lyn Ulbricht

Craig Wright

Jameson Lopp

Marco Peereboom

Erik Voorhees

John Bush

Anthem Blanchard

Charlie Lee

Harry Harrison

Steven Masley

OwlTail

Netskope

Key Insights o Hiring tips from James that I found to be really unique: 1. Good balance between senior/junior engineers (preferred ratio 2:1). Junior engineers usually turn out better than experienced folks.2 2. Don’t just look for EE/CS majors. James has successfully hired even bio/physics/maths majors who are also interested in technology  3. Focus on hiring folks from outside the area (such folks will invest heavily in building a culture of assimilation) o One thing that got my attention is that their attrition is 3%. TSIA says attrition in support is usually around 15% . James shared that they have taken following steps (specifically in their India support team) to control attrition: 1/ Invest in growing support engineers technically 2/ Hiring strong managers 3/ Offer slightly better than market rate. o Split Customer Success team based on Customer ACV and their ability/interest in being advocates (this seemed a unique segmentation choice). Top bracket customers enjoy 1:10 or 1:20 (CSM/Customer) ratio. For other brackets, ratio is higher. Earlier they started with 1:50 ratio for everyone and that didn't scale. o Tool stack: Zendesk (CRM/Knowledge Management), Ring Central (Contact Center) o James says that NPS is the most important customer metric you can measure o Favorite business book for James: Delivering Happiness by Tony Hsieh

Key Insights o Hiring tips from James that I found to be really unique: 1. Good balance between senior/junior engineers (preferred ratio 2:1). Junior engineers usually turn out better than experienced folks.2 2. Don’t just look for EE/CS majors. James has successfully hired even bio/physics/maths majors who are also interested in technology  3. Focus on hiring folks from outside the area (such folks will invest heavily in building a culture of assimilation) o One thing that got my attention is that their attrition is 3%. TSIA says attrition in support is usually around 15% . James shared that they have taken following steps (specifically in their India support team) to control attrition: 1/ Invest in growing support engineers technically 2/ Hiring strong managers 3/ Offer slightly better than market rate. o Split Customer Success team based on Customer ACV and their ability/interest in being advocates (this seemed a unique segmentation choice). Top bracket customers enjoy 1:10 or 1:20 (CSM/Customer) ratio. For other brackets, ratio is higher. Earlier they started with 1:50 ratio for everyone and that didn't scale. o Tool stack: Zendesk (CRM/Knowledge Management), Ring Central (Contact Center) o James says that NPS is the most important customer metric you can measure o Favorite business book for James: Delivering Happiness by Tony Hsieh

Episode 2: (B2B) James Sung, VP Global Support, Netskope 

Michael Terpin

Aron Dutta

Jose Rodriguez

Today we broadcast live from the ChainXChange 2018 conferene in Las Vegas with a whole host of guests sitting in.  Paul Krugmans controversial appearance was a topic of discussion on this episode. Michael Terpin, Jose Rodriguez, Aron Dutta, James Sung and Mark a rep  of Skycoin all sit in.

Today we broadcast live from the ChainXChange 2018 conferene in Las Vegas with a whole host of guests sitting in. Paul Krugmans controversial appearance was a topic of discussion on this episode. Michael Terpin, Jose Rodriguez, Aron Dutta, James Sung and Mark a rep of Skycoin all sit in.

ChainXChange In Las Vegas Michael Terpin, Aron Dutta, Jose Rodriguez, Mark Of Skycoin and James Sung

This morning on Backstory, Noreen Mir talks to political analyst James Sung on his personal story. (Saturday 8.30am-9am) 6-7-2013

Political analyst James Sung 6-7-2013