Building Better Managers – Details, episodes & analysis

In this episode, host Wendy Hanson talks with the customer success team at Better Manager, discussing their roles, the importance of customer success, and the collaborative culture they foster. The conversation highlights the team's commitment to helping clients thrive at work, the lessons learned in their journey, and their vision for the future of customer success.

Key takeaways:

• Customer success is about understanding unique client needs.
• Empathy and emotional intelligence are crucial in customer success roles.
• Building a customer success team requires proactive engagement.
• Feedback loops enhance organizational learning and improvement.
• Creating a collaborative culture fosters trust and transparency.
• Investing in employee development leads to better business outcomes.
• Assuming good intentions improves interpersonal interactions.
• A strong company culture enhances team performance.
• Remote work can still foster strong team connections.
• Customer success teams act as extensions of their clients' teams.

Meet Kate Rath

Kate Rath is a seasoned professional with a diverse background in leadership development, international public health, communications, and the arts. Holding a Master's of Science in International Relations from the London School of Economics, Kate brings a wealth of knowledge and expertise to her role as VP of Customer Success at BetterManager, where she is dedicated to empowering individuals and fostering positive workplace cultures.

Meet Luis Vides

Luis Vides is a highly experienced Customer Success Manager with over 12 years of expertise in various industries, including call center BPO, real estate, outsourcing, and leadership development. With a well-rounded skill set and a commitment to driving growth and delivering exceptional results, Luis brings a passionate and customer-centric approach to his role at BetterManager. His diverse background as a corporate trainer, senior trainer, training manager, recruiting manager, property manager, account manager, solutions architect, and customer success manager allows him to provide valuable insights and support to clients, helping them thrive in their work environments.

Meet Rafael Tinoco

Rafael Tinoco Hernandez is a dedicated and driven professional with a genuine passion for driving customer success. With a background in business and finance, Rafael has made significant contributions as a Key Account Manager and Customer Success Manager in multiple startup ventures. Leveraging his skills and experience, Rafael actively works towards the success and advancement of organizations. His collaborative nature and strong problem-solving abilities enable him to build meaningful relationships with clients and deliver exceptional results. With a focus on creating positive workplace cultures, Rafael strives to empower managers and inspire transformation in work environments.

Follow Kate, Luis & Rafael:

• Kate LinkedIn: https://www.linkedin.com/in/kate-rath-5b6a2243/
• Luis LinkedIn: https://www.linkedin.com/in/levides/
• Rafael LinkedIn: https://www.linkedin.com/in/rafael-tinoco-hernandez/

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For more information, please visit the New Level Work website. https://www.newlevelwork.com/category/podcast

© 2019 - 2025 New Level Work

In this encore episode, host Wendy Hanson engages with Dr. Julie Pham, founder of CuriosityBase, to explore the critical role of respect in relationships, particularly in the workplace. They discuss the seven forms of respect — procedure, punctuality, information, candor, consideration, acknowledgement, and attention — and how understanding these can enhance communication and collaboration within teams.

Key takeaways:

• Good processes require positive relationships to be effective.
• Respect is a key component in both personal and professional relationships.
• The seven forms of respect help articulate needs and expectations.
• Procedure involves adhering to established norms and rules.
• Punctuality reflects respect for others' time.
• Information should be shared openly to foster inclusion.
• Candor is essential for constructive feedback and growth.
• Consideration involves anticipating others' needs and wants.
• Acknowledgement reinforces positive contributions and builds morale.
• Attention is crucial for effective communication and respect.

Meet Dr. Julie Pham:

Dr. Julie Pham is the founder and the CEO of CuriosityBased, an organizational development firm based in Seattle. She is the author of the #1 Amazon Bestseller 7 Forms of Respect: A Guide to Transforming Your Communication and Relationships at Work.

Dr. Pham has been recognized with numerous awards for her community leadership. She has applied her community building approach to building strong, collaborative and curious teams. 

She was born in Saigon, Vietnam and raised in Seattle. Dr. Pham earned her PhD in history at Cambridge University as a Gates Cambridge Scholar and she graduated magna cum laude from University of California, Berkeley as a Haas Scholar. She earned her real life MBA by running her family's Vietnamese language newspaper during the 2008-2010 recession. She has worked as a journalist, historian, university lecturer, marketer, nonprofit executive, and management consultant.

Follow Julie:

• LinkedIn: https://www.linkedin.com/in/juliepham2
• Website: https://curiositybased.com/

Do you enjoy our show? One of the best ways to help us out is leave a 5-star review on your platform of choice! It's easy - just go here: https://www.newlevelwork.com/review

For more information, please visit the New Level Work website. https://www.newlevelwork.com/category/podcast

© 2019 - 2025 New Level Work

In our latest podcast episode, we explore the unique characteristics and expectations of Gen Z employees. Join host Wendy Hanson and special guest Hannah MacDonald-Dannecker as they delve into the strengths and challenges of this digital-native generation. Learn how to effectively manage and integrate Gen Z into your organization, foster collaboration across generations, and create an environment that supports growth and innovation. Don't miss out on these valuable insights!

Meet Hannah:

Hannah MacDonald-Dannecker is an author, public speaker, Sales and Marketing Manager, Partner at The Better Together Group of Companies. She has a passion for connecting.

Connecting Generations, seen through her presentation on bridging the generational gap - how to hire and retain Gen Z.

Connecting Employees and Employers, seen through her presentation on hiring by: integrity, intentionality and intensity.

Connecting Knowledge, seen through her Podcast, Workish, where she regularly interviews people with interesting jobs across all industries to learn about what they do and how they got to where they are.

Hannah's Links:

• LinkedIn: https://www.linkedin.com/in/hannah-kay-macdonald/
• Instagram: https://www.instagram.com/revolutionstaffing.ca/
• Website: https://bettertogethergroup.com/

Do you enjoy our show? One of the easiest ways to help us out is to drop us a 5-star review on your platform of choice! https://www.newlevelwork.com/review

For more information, please visit the New Level Work website. https://www.newlevelwork.com/category/podcast

© 2019 - 2024 New Level Work

Leadership in all areas of life is essential right now, but especially in education and business. Today we welcome Paul Baly, Middle School Director of an elite private school in Manhattan. We'll discuss the challenges and the learnings that have come with the switch to distance learning after physical schools closed. There are many lessons here for collaboration, communication and connection for everyone.

Big appreciation for teachers everywhere!

Visit: BetterManager for show notes and available downloads. 

© 2020 BetterManager

How are global business leaders coping with the current challenges? The successful ones are embracing communication, listening, choosing the right leadership style for the situation, as well as doing everything they can to support these traits in their leaders and managers: grit, empathy, and getting to your roots.

Visit: BetterManager for show notes and available downloads.

© 2020 BetterManager

Massive change in the workforce is a challenge for college grads looking for jobs in engineering. Raj Sripathi shares how to help others, show your value, gives LinkedIn tips & more. He is a great example of how to give back during this difficult time.

Visit: BetterManager for show notes and available downloads.

© 2020 BetterManager

Strong leadership is essential right now when it's so challenging around the globe. Chuck Salzman joins us to talk about how Peerless Beverage quickly shifted its mission from "vision and values" to safety first and operating the business second.

Visit: BetterManager for show notes and available downloads.

© 2020 BetterManager

Asking questions is one of the most effective ways to improve communication, employee engagement, and create happier, more productive teams. Jean Marie DiGiovanna joins us to talk about asking great questions, how to build a Renaissance culture and more.

Visit: BetterManager for show notes and available downloads.

© 2020 BetterManager

The world has moved to practicing physical/social distancing & working remotely in a matter of weeks. BetterManager invited a very special guest, Zen teacher & Executive Coach, Marc Lesser, to talk about how to find solid ground in times of uncertainty.

Visit: BetterManager for show notes and available downloads.

© 2020 BetterManager

Leadership and peak performance expert Marilyn King discusses how managers can use her Olympian Thinking - Passion (for energy/creativity), Visualization (for crystal clear goals) & Action (daily practices/feedback) - to supercharge their productivity.

Visit: BetterManager for show notes and available downloads.

© 2020 BetterManager