Ex-Tottenham boss Pochettino scores incredible hole-in-one playing foot golf while in Qatar for Fifa Club World Cup ATLETICO MADRID are reportedly considering Mauricio Pochettino as a potential replacement for Diego Simeone, should they part company with their manager in the summer.The Spanish side have underachieved this season and could look to make a change in the Wanda Metropolitano dugout – but would face competition from the Premier League.2 Atletico Madrid have emerged as a potential next destination for Mauricio PochettinoThe former Spurs manager, 47, is believed to favour a return to English football – with a number of clubs thought to be keen.Manchester United are expected to be at the front of the queue, but the Telegraph claim that Atletico could try and change the popular Argentine’s mind.Pochettino has long been admired at Old Trafford, twice before being considered for their vacant hotseat.Red Devils chiefs so far seem adamant that they will be sticking with Ole Gunnar Solskjaer, but that situation could change if the Norwegian is to fail at securing Champions League football for next season.Atletico Madrid’s director of football Andrea Berti is a big fan of Pochettino’s work, coming to admire him during his five years at Spurs in particular.Their current incumbent Simeone has been wildly successful at the club – steering them from plucky underdogs to La Liga winners – also scooping two Europa Leagues and twice reaching the Champions League final.But there is a sense among some that his time with Atleti could be about to unravel, with results this season not being up scratch.No longer can Madrid’s second club claim to not be able to compete financially, having forked out £113million on Joao Felix in the summer.MAN UTD NEWS LIVE: Follow for all the latest on the Red DevilsBut they currently sit SIXTH in La Liga, miles off the pace in the title race.The idea of being able to splash over £100m on a player must be appealing to Pochettino, given how tightly the pursestrings were held during his time in North London.As well as United, Manchester City have also been linked with a move for Pochettino, if Pep Guardiola was to step down.And Borussia Dortmund are also rumoured to hold an interest, but at the launch of LaLiga TV last month, Poch himself seemed to hint that his next job would be in England or Spain.He said: “Now I am watching a lot of football and spending time with my family.“I was lucky to start my career as a manager with Espanyol.Of course, as a coach, you try to be in the best place. And England and Spain are the two best leagues in the world.Mauricio Pochettino“Then I came to the Premier League, to England, learned English and a different culture.“I am a better person today, with more knowledge and I had a great experience in the Premier League.“Football was born here in England. But La Liga is amazing football, with amazing coaches.“Of course, as a coach, you try to be in the best place. And England and Spain are the two best leagues in the world.”2 Diego Simeone’s side have been under-par this seasonCredit: Getty Images – GettyMOST READ IN FOOTBALLTHROUGH ITRobbie Keane reveals Claudine’s father was ’50-50′ in coronavirus battleTOP SELLERGavin Whelan has gone from League of Ireland to David Beckham’s InstagramPicturedAN EYEFULMeet Playboy model and football agent Anamaria Prodan bidding to buy her own clubI SAW ROORodallega saw Rooney ‘drinking like madman’ & Gerrard ‘on bar dancing shirtless’ExclusiveRIYAD RAIDMan City’s Riyad Mahrez has three luxury watches stolen in £500,000 raidNEXT STEPJonny Hayes set to move to English Championship having been let go by CelticREF RELEASEDChampions League ref Vincic released by cops after arrest in prostitution raidKEANE DEALEx Man United youth ace David Jones says Roy Keane negotiated a contract for himPochettino was sacked in November after a string of underwhelming performances from the Lilywhites.But given the remarkable improvement shown by Spurs during Poch’s tenure, his stock remains exceptionally high.He turned Spurs into top four regulars, oversaw the transitional period at Wembley Stadium and guided the team to last season’s Champions League final despite having been unable to strengthen his squad.
San Francisco-based API management platform Mashery understands that its people are its biggest asset — and that’s particularly true of the company’s Customer Success function. Mashery Head of Global Customer Success, Boaz Maor, reveals the one quality he looks for when hiring for customer success.When leading API management solution Mashery kicks off a search to add a new employee to its growing Customer Success team, the company typically receives and reviews resumes from people with a variety of backgrounds. Some have worked in sales, marketing, IT, or product management. Others have a more direct history in customer service, professional services or support. But Boaz Maor, Mashery’s Head of Global Customer Success, says he doesn’t really care too much about where an applicant comes from, or which roles they’ve worked previously. Instead, Maor, who has led similar customer success groups at WaveGuard Technologies and newScale (acquired by Cisco), says he looks for one very simple characteristic: A clear passion for making customers successful. “Our Customer Program Success Management (CPSM) team comes from all backgrounds in sales, account management, product management, professional services and marketing, but the common thread among those team members who are ultra successful is that they’re driven by an intense desire to help customers achieve or exceed their goals,” Maor says. “The goal of this team is to help enable Mashery’s clients to achieve success with their API program, so passion is something that has to jump out to me as a clear key success factor for people in such a role.”What Customer Success Looks Like“Many of our customers are using our solutions as disruptive forces to change trajectories in their markets, and sometimes within their internal businesses” Maor explains. “Doing that is hard from both a business and technology perspective. It requires lots of change management and adaptation. As such, our engagements with customers have to be flexible and evolve over time as our customers encounter new challenges and find more opportunities on an on-going basis.” “Additionally, every situation has multiple implications on our business: feedback for product enhancement opportunities, technical hurdles to overcome, commercial up-sell opportunities, resource allocation challenges, and more,” says Maor. “The common thread is that they are all impacting the customer’s ability to gain value from our solutions and their engagement with us.” By putting the customer’s ability to maximize value from Mashery’s solutions first, the company sets a simple and clear guideline for its teams in making decisions on the competing vectors for each junction. The most successful CPSMs are those who internalize that notion of customer success and use it as their guiding principle. Maor says the reason is twofold: first, they are consistent in their decision making process and therefore are producing higher quality decisions on an on-going basis. Second, their customer-oriented guiding principle is very visible to the customer and that in return strengthens the relationship between the customers and the company.Measuring the ImmeasurableMaor admits that “passion” isn’t exactly a quantifiable or easily identifiable characteristic, but Mashery holds the characteristic in high regard. In order to make sure its CPSM’s are up for the job, the company conducts its recruiting process with a good dose of rigor. To facilitate that process, Maor has candidates undergo an intensely thorough interview process that includes at least six interviews, each of which focuses on different components of their background and personality.For instance, candidates might be asked questions like:What keeps you up at night or gets your engine running?What types of problems are you most eager to solve?If we did not offer you this job, which other jobs are you interested in / applying for?Regardless of our job description, what is the best job definition for you?The goal, Maor says, is to get to the heart of what really drives candidates, since their success will be based on their ability to drive our customers. “We spend a lot of time observing body language and overall energy,” Maor says. “It’s completely non-scientific. But our approach is critical to moving past a lot of the typical interview rhetoric so that we can truly understand whether or not someone shares our love for creating successful customers.”To Hire or Not to Hire?How does Maor ensure his team is successful?3 Keys to a Profitable Customer Success Team After each round of interviews is complete, Mashery’s team of interviewers swap notes and evaluate candidates using all perspectives of feedback, based on a set of key criteria. “Interviewers ask different questions and are asked to focus on different areas,” Maor says of Mashery’s process, “so we actually end up with a lot of data points about each candidate, and that obviously makes it easier to make an objective decision about something that’s pretty subjective.” Ultimately, Maor says the decision to hire someone must be unanimous. If just one interviewer has doubts about a candidate’s passion for customer success, the company won’t move forward with that person. While that stringent requirement has probably caused Mashery to miss out some high quality talent, Maor says he can accept that. “For our team to function at a high level, we need to share the same level of passion and be driven by the same goal,” Maor says. “If there’s any doubt about that, then we won’t hire that person. I think that’s helped us build a highly cohesive team that’s truly energized by the same things.”Interested in Learning More About Customer Success?Download our quick primer guide: Inside, you’ll learn how you can get started with Customer Success Management to improve your customer retention, secure more referrals, and reduce your churn. Learn more.What strategies do you employ when hiring for customer success teams?Image courtesy of Aristocrats-hatAddThis Sharing ButtonsShare to FacebookFacebookShare to TwitterTwitterShare to PrintPrintShare to EmailEmailShare to MoreAddThis