Hiring for Digital CS and the State of the Job Market with Sara Roberts of Bayview Talent | Episode 36

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

Sara Roberts (Bayview Talent and host of Success Unscripted) may not immediately jump out to you as an obvious guest of this podcast. No, she doesn't run a digital CS function nor does she have a rich history in CS.
What she does have is her finger on the pulse for growing and scaling CS teams as that is her recruiting agency's specialty. As such, it was a great opportunity to talk about two specific areas: the state of the CS job market today and how to build & scale digital functions.
In this fascinating interview we discussed:

• Being part of the Zenefits growth and the evolution into her establishing Bayview, specifically focused on CS recruiting
• Hiring and the job search freeze are thawing
• Sara’s motivation for starting the Success Unscripted Podcast
• The importance of being vulnerable and sharing your hard experiences to help others who are doing the same
• Building and scaling digital teams from a hiring perspective
• Hiring for digital is not just about putting your Junior CS teams in a scaled team but instead looking for technical resources, marketing people, product…etc.
• Start by analyzing what systems & people you have. What are the skills gaps in relation to what problems you’re trying to solve. That will inform your hiring strategy for digital.
• For a digital role - you are looking to hire people who can go deep into the data, but can also pull up and see the strategy
• Practical advice for CSMs looking for their next role: take on projects and prove you can already do the work of that role
• For those looking for work: Focus on the industry you already have experience with which will give you a leg up over other applicants. Focus on the ACV of the target customer that is within your comfort range. Finally, focus on what stage company it is vs. your experience.
• Don’t just send in your resume and call it a day - recruiters are likely not looking at those resumes. Find the manager of the team and send them a note on LinkedIn.

Sara’s LinkedIn: https://www.linkedin.com/in/saralynneroberts/
Bayview Talent: https://www.bayviewtalent.com/
Success Unscripted Podcast: https://www.unscriptedpod.com/
Resources:

Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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1. Hiring for Digital CS and the State of the Job Market with Sara Roberts of Bayview Talent | Episode 36 (00:00:00)

2. Understanding Customer Behaviors Through Data (00:00:38)

3. Recruiters and Job Market Trends (00:15:22)

4. Career Guidance and Workplace Trauma (00:24:06)

5. The Concept of Digital Customer Success (00:31:49)

6. Job Search and Personal Brand Building (00:47:10)

7. Digital Customer Success Podcast (00:57:47)