Nathan Sudds

My most recent experience as Head of Community & Customer Support @ Focusmate, I learned a lot about the ins and outs of Customer Success that reinforced my belief that Customer Success is crucial to growth and sales --- it's often an after thought for many businesses which leads a lot of people to playing catchup in these areas. I'd love to help you skip some of that learning curve and share what I've learned and provide insight into some of your key challenges.

Mindset is often the most important part of growth, a lot of people underestimate how much emotional intelligence plays a role in their success across their life and business. Mindset coaching can be the first step to some of your biggest breakthroughs, some might call it getting out of your own way :) It's often not the how-to that's the issue but the emotional kryptonite in the way, clearing that... that's your competitive advantage.

As a consultant and agency owner building software for clients, I've had many years experience working with and managing products for others and more recently being adjacent to product teams in my role of Community and Customer support -- I've seen how valuable having cross-functional team members involved in product manage can be and would love to talk with you about any of the challenges of product development and management.

For many right now especially during the pandemic, Remote Work has been a new experience -- with over 20 years working remotely with clients and businesses and the last 10+ as a digital nomad traveling the world while doing it, I've learned a few things. Ask me anything, from building and working with remote teams to personal experience of how to deal with the challenges of working from home.

We all have a love/hate relationship with technology and tools... we're always searching for the next best thing while still not fully benefiting from the ones we're already using. Having tried thousands of tools over the years, I've found that there's a lot more to the picture than meets the eye. If you are frustrated with the current tools you are using, searching for the perfect tools for your workflow or just want to optimize an area of the business - I'd love to talk with you.

When you are in business, there's always going to be some type of frustration to vent... am I right? We often underestimate the value in venting to clear up the mind. Wouldn't it feel better to get that off your chest? This is where progress can happen when you let go of those thoughts and as a meditation coach, I see this as a very important aspect of mindfully approaching life and work.

I gained a lot of experience with Product Analytics tools like Amplitude during my previous work at Focusmate -- as Head of Customer Support & Community, I would dig into any tools that might help me understand the customer's needs or situation better and also understand how we could help them. If you aren't tapping into these tools in Product and inviting your Customer Support teams to also put these tools to work for you, then you could be missing out on some valuable insights.

There's a lot of Project Management tools out there on the market but Asana has been one of my go-to recommendations for several years for a variety of reasons. I believe there's no 'perfect' tool but believe Asana has a rich set of features and excels above a lot of other options especially at the free level for teams beginning with collaboration, project and task management. Getting the most from Asana often means stepping back and looking at how your team works.

Top 5 Community Expert on Intercom I helped migrate a team from Zendesk to Intercom and optimize the configuration, we drastically improved the experience both for the customer support team and the customers with that transition. It's a powerful tool but most aren't getting it's full power! There are also some excellent integrations to level up your support. I love helping teams optimize their setup.

Wide variety of experience with Stripe integrated into my own products or working with Focusmate where we used a variety of integrations with Stripe to manage being sure we had the right information at our fingertips for customer support teams and customers. We rolled out the Billing Portal and Gift Cards as well as research into various Stripe integrated referral programs during my time with Focusmate.

Trello is so simple yet potentially so complex at the same time as it can tempt you to over complicate it or get you stuck in a simplified "To Do, Doing, Done" workflow when your project would benefit from exploring alternatives... the optimal workflow is often somewhere in-between. My favorite use of Trello is often the unconventional ones, like travel planning, financial management, etc with a combo of Power-Ups and Addons. But of course, it can be a great tool for everyday use too.

I've been using Zapier for years to fill the gap in automation or systems that are lacking out of the box. We've used Zapier a lot recently in my work with the team at Focusmate as well for everything from getting the right data into our support systems to sending out the right communications at the right time. It's powerful but also a bit challenging at times to figure out how to get the best results.