Today’s interview is with Michael Redbord, General Manager of the Service Hub at HubSpot, a technology company that builds sales and marketing software. Michael joins me today to talk about scaling a customer support/service team, the different stages that leaders need to be aware of, what to focus on at each stage and what to avoid.
This interview follows on from my recent interview – Lidl, disrupting the UK market and striving for simplicity – Interview with Ronny Gottschlich – and is number 264 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my interview with Michael:
Michael Redbord has been working in online marketing since 2005. A graduate of Tufts University and then on the Client Services team at Compete.com, Michael has worked with a variety of different sizes and shapes of companies and helped shape their marketing plans, traffic acquisition methods, and competitive online strategies.
At Compete, Michael’s primary focus was in the online travel industry, working with airlines, hoteliers, cruise lines, and online travel agencies. He spent half of his time building data-mining libraries, and the the other half consulting on the results of that research to the travel industry.
At HubSpot, Michael worked to onboard new customers, then built out the HubSpot Academy to provide scalable education for the whole HubSpot customer base. Following that, for over 5 years, Michael held leadership positions in the Services/Support organization, eventually leading the post-sale group as Vice President of Services & Support with responsbility from customer support and success to operations and renewals. During that time, he scaled the HubSpot Customer Support team from 20 people in a single office with single-language phone support to more than 200 people powering a global, multi-lingual, multi-channel support experience. In doing so, Michael took the support team from a cost center to one of HubSpot’s greatest engines of growth, with a revenue retention rate of over 100%. He’s now taking his learnings from those years of scaling customer teams and sharing them, as Vice President and General Manager of HubSpot’s Customer Hub product.
Michael likes talking about customer success, traveling to places that feel far away, cooking for large groups, and reading philosophy and hard sci-fi. He’s happy to talk about any of these at any time.
Michael is a noted writer, speaker, and former competitive classical pianist — in case you’re looking for a conversation starter.
Check out HubSpot’s new product line: Service Hub. Also, stay up to date on all the changes at HubSpot and get great service related insights at blog.hubspot.com/service. Say Hi to Michael and the folks at HubSpot on Twitter at @redbord and @HubSpot and connect with Michael on LinkedIn here.
Thanks to Pixabay for the image.