Ep.162 The Relationship Manager's 5 Keys to Building Unbreakable Partnerships with Brad Oswald, Customer Success Manager at FL[DS]

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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