Monday Guest Rochelle Shearlds
Get to know Rochelle Shearlds
By: Mohammed Alqaq | November 28, 2022
I am a wife to Shonn and mother to Annie, Toni, and August. I live right outside of Philadelphia in the small but mighty town of Jenkintown. I love food, travel, and helping people accomplish their goals.
Experienced leader who is unapologetically passionate about putting team members first. If a team is skillfully empowered to make decisions in the best interest of clients, they will push the company’s mission forward.
My entire career is rooted in post-sales success; I started with support, then transitioned to project and relationship management. For the last six years I’ve been focused on customer success and optimizing the customer experience. Every role over the previous 20 years has been in a leadership capacity.
“If a team is skillfully empowered to make decisions in the best interest of clients, they will push the company’s mission forward”.
We asked Rochelle to take us through a journey telling us about her career path, how she spends her workday, what advice she can share with someone starting as a customer success manager, and many other questions.
Enjoy reading this interview
Tell us about your career path ? How did you join Customer Success?
My entire career is rooted in post-sales success; I started with support, then transitioned to project and relationship management. For the last six years I’ve been focused on customer success and optimizing the customer experience. Every role over the previous 20 years has been in a leadership capacity.
I joined by happenstance; I transitioned from relationship management and project management. Both have given me a unique advantage in this space. By nature, I am process driven and I have always had the desire to help others succeed; CS allows me to flex both.
How would you describe the ideal CSM candidate?
The ideal CS candidate is highly skilled at time management, communicates directly, and is not easily distracted. These skills can be taught so no one should disqualify themself.
What one piece of advice would you give to someone just starting out as a Customer Success Manager?
One piece of advice I can give is to be crystal clear on how your role adds value to the organization and then focus on those motions. Ask that question in the interview and every quarter. Priorities change, and you want to ensure you focus on what matters to your organization. Also, don’t be afraid to speak up and offer solutions. CS is still evolving and we need more people who aren’t afraid to challenge the status quo.
Ensure you focus on what matters to your organization.
Can you take us on a journey describing what your workday looks like?
I lead a team of account and enablement managers, so most of my day is spent in meetings strategizing, guiding, and championing.
What makes you feel inspired or motivated?
I love helping people accomplish their goals. We all work to feed our families, so anytime I can help someone do their job better to increase their earning potential, I am fulfilled.
What’s one thing that people are generally surprised to find out about you?
I own a dining experience company. I love creating upscale experiences through food.
Who do you look up to the most?
Women who break barriers. I am thankful to know many.
What are your top 3 priorities now?
- My number one priority right now is making sure I and my team are focused on our mental health. Covid 19 has reshaped the way we work and live; remote work is an amazing opportunity but it gets in the way of human connection. As a leader, I am aware I need to create more ways to connect outside of work.
- Going into the new year, I would love to see more in-person customer events. We are fatigued from virtual events so I am super excited about Medrio’s Explore conference coming back after 3 years! This year we have some exciting sessions planned for both end users and executives.
- My last priority is revisiting our customer journey map and identifying ways we can add even greater value by optimizing the customer experience. We did a great job at creating an effective journey map and I’d like to focus on creating a robust personalization strategy. That to me is the key to growth in 2023.
What advice would you give to Customer Success Managers to grow and develop their careers?
You alone cannot solve any organization’s challenges. It takes a team. Leverage your team and be aware of your limitations. No one is valuable when they experience burnout.
What’s your favorite book, and why?
The Alchemist– I read it every year and learn something new every time. I was reminded that most things are not what they seem so be comfortable with discovery.
Have you had your “I’ve made it” moment yet?
Absolutely not though my husband does such a fantastic job at telling everyone about my accomplishments. I am my most prominent critic, so I will forever compete against myself. I am however very proud that I have helped a handful of people break into tech and now have access to create a better life for their families.
What should I have asked you but didn’t?
I am helping the Success in Black team do amazing things in the Customer Success space. We focus on creating more inclusive opportunities for Black and Brown professionals. I head up Partnerships, so I am always looking to collaborate with brands. Also, follow Success in Black on Linkedin!
Where can people go to find out more about you?
I am on LinkedIn and would love to connect!
Thank you, Rochelle, for sharing your knowledge and for the opportunity to know you more.
Do you have a Customer Success Leader, Expert, or Influencer you would like to know more about?
