{"id":164794,"date":"2020-11-17T16:24:14","date_gmt":"2020-11-18T00:24:14","guid":{"rendered":"https:\/\/about.udemy.com\/?p=164794"},"modified":"2020-11-17T16:24:30","modified_gmt":"2020-11-18T00:24:30","slug":"cs-you-enabling-equal-opportunities-in-customer-success","status":"publish","type":"post","link":"https:\/\/about.udemy.com\/es\/noticias-udemy-es-2\/cs-you-enabling-equal-opportunities-in-customer-success\/","title":{"rendered":"CS YOU – Enabling Equal Opportunities in Customer Success"},"content":{"rendered":"

\"\"<\/a>Three years ago, Sasha Green wasn\u2019t expecting to get an email that changed her life, but she sure did need it. \u201cI had hit a low point and desperately needed for something to change,\u201d says Green, who at 39, recently had lost her job and her home. It seemed unbelievable, but suddenly she, her husband, and their two teenage children were homeless. Even though she had just gotten an MBA, Green wasn\u2019t finding the kind of well-paid position she expected would provide her a secure future. Just to get by, Green was working three jobs: driving for Uber, delivering Postmates, and teaching at an elementary after-school program.<\/span><\/p>\n

<\/p>\n

Then came a life-changing email. A newly launched <\/span>mission-driven startup<\/span> called SV Academy was inviting Green to apply to their tech job-training program. If accepted, she would go through their intensive training that includes mentorship and career support to launch a people-focused career in the tech industry. <\/span>No coding required.<\/span><\/p>\n

An offer that\u2019s too good to be true?<\/b><\/p>\n

The offer sounded so good, almost <\/span>too<\/span><\/i> good. \u201cI was worried it could be some kind of shady program,\u201d says Green. What\u2019s more, she wondered how a woman of color in her late thirties would fit into the tech industry which, to say the least, hasn\u2019t been known for its racial or gender diversity. \u201cAlthough I have pride being a black woman, in corporate America I didn\u2019t think I could be my authentic self.\u201d Despite her doubts, she took a leap of faith and applied. After all, says Green, \u201cat that point, faith was all I had.\u201d
\n<\/span><\/p>\n

In the months that followed, she went through SV Academy\u2019s program with flying colors. After landing a position in Business Development, she was later promoted to Customer Success, one of tech\u2019s fastest-growing careers. She discovered that it was a perfect match for her warm, outgoing personality and talent for problem-solving and creating long-term relationships.
\n<\/span><\/p>\n

\u201cThe fellowship was phenomenal,\u201d says Green, who, like all SV Academy graduates, was provided with a career coach who she regularly met with throughout the first year in her new role. Green says she had honest conversations with her mentor about how to find her place as a woman of color in a work environment that may have few people who look like her. With all of the support, Green said she was ready and excited by the challenge. \u201cMy SV Academy teacher named me \u2018Sasha Sunshine,\u2019 because I bring the sunshine with me to any workplace. I decided to embrace that moniker. Yes, they teach tech skills, but they also teach human skills. SV Academy showed me how to find my voice and be my true self and succeed at work because of who I am.\u201d<\/span><\/p>\n

<\/p>\n

This is exactly the kind of enthusiastic feedback Rahim Fazal, SV Academy\u2019s Co-Founder and CEO, loves to hear. \u201cWe are all about giving people the complete set of tools they need to succeed,\u201d says Fazal, who notes that it\u2019s also about finding the right kind of person who brings with them people-focused skills that the software and technology industry desperately needs.\u201d<\/span><\/p>\n

<\/p>\n

\u201cCustomer Success associates need skills like empathetic listening, conflict resolution, and self-awareness,\u201d says Fazal. Ideal candidates are often those with experience in the retail and education sectors. Teachers, front desk hotel employees, restaurant workers, and others in people-centric jobs have the customer service experience, skills, and outgoing personalities that are in high demand given that Customer Success is one of the industries fastest-growing career paths.<\/span><\/p>\n

Far beyond traditional customer service workers who often fix short-term problems, Customer Success Associates work to cultivate ongoing relationships with a company\u2019s customers. \u201cRetaining customers is as important if not more important than obtaining new customers,\u201d says Fazal.<\/span><\/p>\n

The strategy to pair a talented workforce with this quickly growing profession is creating a win-win for the companies that hire from SV Academy and for the graduates who find not just a new job, but secure a future-proof career.<\/span><\/p>\n

A civil rights movement inspired the tech world to change<\/b><\/p>\n

Fast forward three years after SV Academy\u2019s start in 2017 to 2020, a tumultuous year to say the least. Millions, particularly those in service-based industries like hotel and restaurant workers, became under- or unemployed because of the COVID-19 pandemic. What\u2019s more, following the George Floyd tragedy, the country has been reeling through the greatest civil rights movement in decades.
\n<\/span><\/p>\n

But where there is a crisis, there is also an opportunity for change. So believes Nadav Shem-Tov of Gainsight, a Customer Success software
\ncompany that wanted to push for real change in the tech workforce. \u201cGiven that only about 8% of Customer Success Manager positions in the US today are held by Black and Latinx individuals, our goal is to create opportunities for an underrepresented population through Customer Success careers,\u201d says Shem-Tov. \u201cDiversity and inclusion have always been part of our mission, but we wanted to go beyond just adding more diverse talent to our company. Our impetus has been Black Lives Matter. We want to build something substantial and long-lasting and impactful, to open doors for underserved populations, whether they are people of color, those from a low-income bracket, immigrants, or the LGBTQ+ community. The idea is to have a more diverse workforce that brings their unique skills and talents that have been missing from the tech industry.\u201d
\n<\/span><\/p>\n

Too many disenfranchised people, he says, don\u2019t have the advantage of four-year college degrees, networking that opens up new jobs, and other opportunities so many in the tech field take for granted. Gainsight could give opportunities to a diverse and underserved population in a booming industry by partnering with SV Academy.<\/span><\/p>\n

With an initial investment from Gainsight and from Insight Partners, a Gainsight Investor, the CS YOU program was born in partnership with SV Academy. The goal is to invite top-tier tech companies to sponsor one or more associates. So far, they\u2019ve brought in more than 30 corporate partners like Athenahealth, Box, Boomi, Udemy, Refinitiv, Checkout.com, and Hootsuite to be CS YOU sponsors. Each student receives a $10,000 full-scholarship covering the month-long program and the opportunity to secure a two-month internship that pays $10,000 in one of these participating employers, and ideally leads to a permanent placement as a Customer Success Associate, an entry-level role.<\/span><\/p>\n

<\/p>\n

A rare opportunity for free training and job placement<\/b><\/p>\n

This November, the first group of 20 will start CS YOU, they’ll live the SV Academy experience just as Sasha did, except that they will access a first-of its kind program focused specifically on preparing individuals for the Customer Success role. CS YOU comes with the addition of full scholarships and the opportunity for an 8-week paid Customer Success internship at the end of the training. SV Academy’s award-winning curriculum is combined with new hands-on training specific to Customer Success and driven by Gainsight’s thought leadership in the area. It\u2019s the first-ever apprenticeship program designed to help underrepresented job-seekers land a job in the #6 fastest-growing career track, according to LinkedIn. CS YOU is now accepting applications (that you can <\/span>find here<\/span><\/a>).<\/span><\/p>\n

By partnering with Udemy, all CS YOU participants will have access to over 7,000 courses from Udemy for Business\u2014a curated list of the most in-demand skills taught by real-world experts and practitioners on Udemy. These skills will help each participate build a successful and long-lasting career in Customer Success and include: functional Customer Success training, DEI, leadership, and other soft skills such as communication, time management, and more. To help ensure managers at all participating organizations are equipped to create a safe and inclusive work environment, Udemy will sponsor access to Dr. Victoria Mattingly’s course, \u201c<\/span>AllyUp: Using Allyship to Advance Diversity and Inclusion<\/span><\/a>,\u201d for all hiring managers in the program.
\n<\/span><\/p>\n

\u00abWe are proud to sponsor the CS YOU program and provide all program participants with access to the most in-demand skills via Udemy for Business,\u201d said Stephanie Stapleton, Vice President of Customer Success at Udemy. \u201cOur Customer Success team members are critical to helping Udemy cultivate effective relationships with our customers. We are thrilled to be part of CS YOU and to connect with underrepresented Customer Success candidates that reflect our diverse
\nglobal customer population.\u201d
\n<\/span><\/p>\n

Like Green, CS YOU graduates will receive career coaching up to the first 12 months of their first job.<\/span><\/p>\n

\u201cWith the benefit of our training and supportive community, our graduates can get on the fast-track to be of influence and move up the Customer Success career path, so they\u2019ll be the ones hiring the next generation of Customer Success Managers, who will hopefully be more diverse, just like them,\u201d says Shem-Tov. \u201cThat\u2019s how we are going to create a more equal tech industry and world in the long term.\u201d<\/span><\/p>\n

Today, Green is such a fan of SV Academy that, after working in the high tech sector for a little more than a year, she returned to the organization that gave her a life-changing career opportunity when it seemed no one else would. \u201cToday, I have the chance to bring my sunshine to those like me, to talk to and help people who are right where I was three years ago,\u201d says Green. \u201cThey are looking for an opportunity, especially in the midst of this pandemic, wanting something to turn out right, hoping for someone to take a chance on them.\u201d<\/span><\/p>\n

For more information on this life-changing opportunity.<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Three years ago, Sasha Green wasn\u2019t expecting to get an email that changed her life, but she sure did need it. \u201cI had hit a low point and desperately needed for something to change,\u201d says Green, who at 39, recently had lost her job and her home. It seemed unbelievable, but suddenly she, her husband, […]<\/p>\n","protected":false},"author":53,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[419],"tags":[],"class_list":["post-164794","post","type-post","status-publish","format-standard","hentry","category-noticias-udemy-es-2"],"acf":[],"yoast_head":"\nCS YOU - Enabling Equal Opportunities in Customer Success | About Udemy<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/about.udemy.com\/es\/noticias-udemy-es-2\/cs-you-enabling-equal-opportunities-in-customer-success\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CS YOU - Enabling Equal Opportunities in Customer Success | About Udemy\" \/>\n<meta property=\"og:description\" content=\"Three years ago, Sasha Green wasn\u2019t expecting to get an email that changed her life, but she sure did need it. \u201cI had hit a low point and desperately needed for something to change,\u201d says Green, who at 39, recently had lost her job and her home. 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