The Peerbound Podcast

Will Crocker Hay (VP, Customer & Partner Education at Braze) on Scaling Successful Customer-Facing Functions

Episode Summary

In this episode, we dive deep with Will Crocker Hay, the VP of Customer & Partner Education at Braze, to explore various aspects of building and scaling successful customer-facing functions. Will shares insights gleaned from over a decade of experience developing critical customer-facing functions such as customer success, customer marketing, and customer education, along with valuable career lessons learned along the way.

Episode Notes

In this episode, we dive deep with Will Crocker Hay, the VP of Customer & Partner Education at Braze, to explore various aspects of building and scaling successful customer-facing functions. Will shares insights gleaned from over a decade of experience developing critical customer-facing functions such as customer success, customer marketing, and customer education, along with valuable career lessons learned along the way. 

Will and Sunny discuss:

• (00:58) What Braze does.
• (02:15) Will's career journey and the pivotal points that shaped his path, including the early days of customer success.
• (07:24) Scaling customer and partner education.
• (11:12) Learnings for career progression and growth.
• (12:37) Launching the customer marketing function, including the initiation of the advocacy program, Firebrands.
• (23:48) Launching the Braze customer community, Bonfire.
• (27:13) Advice for choosing a great company to work for and the skills needed to succeed.
• (30:12) Will’s grand theory of customers.

Stay tuned through the end of the show (31:19) to learn: 

• Which Will chooses: city or country (...or both).
• Whether or not Will is an iPhone or Android supporter.
• Who Will thinks we should interview next.

Featuring:

Will Crocker Hay (LinkedIn)

Sunny Manivannan (LinkedIn, Twitter) 

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