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Dec. 5, 2023
Ep.162 The Relationship Manager's 5 Keys to Building Unbreakable Partnerships with Brad Oswald, Customer Success Manager at FL[DS]
Brad Oswald is the customer success manager at Florida Digital Service. In this episode, Brad unpacks why he pivoted careers to serve partners with a “get out of the office” approach centered on empathetic listening, disciplined systems, and relationship building over simplistic adoption metrics.
Welcome to our TechTables' Team Spotlight Series, where we spotlight innovative teams and unpack the human stories behind their digital transformations. This limited 5-part series was live from Tallahassee at the Florida Digital Service earlier this year (2023). This is Part 2 of 5.
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Brad Oswald is the customer success manager at Florida Digital Service. In this episode, Brad unpacks why he pivoted careers to serve partners with a “get out of the office” approach centered on empathetic listening, disciplined systems, and relationship building over simplistic adoption metrics.
Connect with Brad: https://www.linkedin.com/in/brad-oswald-9380b493/
In this episode, you’ll learn:
01:52 - From Chasing Commissions to Pursuing Purpose: Why Brad Shifted Careers
03:22 - The Startup Pitch that Convinced Brad to Join the Mission
04:52 - What to Look For When Hiring a Relationship-Focused Role
06:31 - Walking the Tightrope of Assertive Empathy with Partners
08:36 - Why Leading With Empathy is a Game-Changer
10:10 - Ditching Sales Quotas: How to Scorecard Lasting Partner Success
14:11 - What Jocko Willink Taught Brad About Unlocking Potential
16:14 - The Moment Our Perspective Fundamentally Shifted: Getting Out of the Office
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Brad Oswald
Customer Success Manager at Florida Digital Service
Consensus Builder, Coach, Trainer, Mentor
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