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Management & Leadership Post-graduate Mini-course

For an additional £1,090

Compatibility will be assessed during Consultation Session

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Syllabus

Enter — Customer Success.

The course is divided into 2 different axis: the Customer Success track and the Sales Development track.

View the Sales and Business Development syllabus here →

Career Development
1.5 hours
Intro to Tech

What do we mean when we say Tech or Startup? What is the organizational structure of startups? What is the difference between B2C and B2B? And what verticals will I find this industry? This is the first step in planning your way into tech.

Career Development
3 hours
Career Barrier & Strengths

Figuring out what you want to do with your career can be daunting. You’ve done your research, you’ve been to career fairs, you’ve looked at job boards, and you’ve listened to advice from your nearest and dearest. But you are no closer to making a decision. The nagging question keeps coming back to you: How do I know which career is right for me? This workshop will provide you with perspectives, techniques, tools, and ideas that help you move forward with the career journey that is right for you. It's not about creating beautiful CVs or preparing to ace the interview. Nor is it about exploring the job market or looking at different professions. It’s about taking a step back from all that and working out what career success means to you. It’s about drilling down to really understand what your motivations and values are when it comes to career choice. It’s about acknowledging not only your skill set but also your personality when it comes to finding the right job for you. Then, it’s about taking actionable steps to develop your chosen career path.

Career Development
1.5 hours
Mini-Hackathon: Building a CV

We all hate CVs, but they are a necessary evil… A snapshot of our professional path to date to help us get to where we want to be, but HOW to create it and WHAT are the important sections? Recruiters spend not more than 30 seconds per resume! You have to stand out and make the right first impression. In this workshop you'll learn the recruiter's perspective and how to maximize your CV accordingly.

Career Development
1.5 hours
Mini-Hackathon: Building a Linkedin Profile

In this workshop, you will walk through the different use cases of LinkedIn, break down the elements of the member profile, and gain best practices to help you achieve your goals on the platform. At the end of this workshop, you will be able to tell your professional story in a compelling manner and tailor it to your career path.

Career Development
1.5 hours
Personal Branding Online

Personal branding is all about creating opportunities. The thing is, you have to build and maintain your brand smart to get them. So, how do you talk about yourself online with confidence (but without sounding salesly)? And, how do you share content effectively without spending too much of your time every day?

Career Development
1.5 hours
Job Interviews: Best Practices

The recruiting processes in Hi-Tech companies are harder than ever. Most of the time, many candidates apply to a specific position, and you need to stand out. It starts with preparing a professional & appealing CV that suits the role you are applying to and later on gaining the knowledge and right skills to pass interviews. In this Jolt, you'll discover the structure of the recruiting process and the importance of understanding the role you are applying for. You'll learn how to present yourself as the most suitable candidate and practice how to answer tough character questions. You'll also get a deep understanding of the interviewer's perspective.

Career Development
1.5 hours
How to Negotiate your Next Salary

Do you dread salary negotiations? Is it because of fear of rejection or of the feeling that something is non-negotiable? This Jolt will help you identify negotiation barriers, prepare effectively for salary negotiations, and avoid common mistakes. You will learn the process and tools of effective salary negotiations. Whether it's for a new job or your existing role, become comfortable negotiating your salary and asking for what you deserve. You will learn the process and tools of effective salary negotiations. Whether it's a new job or your existing role, become comfortable negotiating your salary and asking for what you deserve.

Supported by investors
1.5 hours
Remote Work: Best Practices

Remote work is not only the future – but it's the largest growing trend of organizations worldwide. To manage remote teams successfully, you must acquire a unique set of tools and communication methods. In this Jolt, you'll learn robust remote communication tactics, as well as industry hacks for ensuring both you and your team members are working efficiently (and happily) from home.

Supported by investors
1.5 hours
Video Communication: How to Connect and Collaborate on Video Calls

As the world shifts towards remote work, video communication has become a crucial skill. To convey your message effectively over video, you must master both technical and soft skills. In this Jolt, you'll learn how to be charismatic and share information with people through video calls. You'll discuss best practices for remote 1:1 meetings and small group meetings.

Supported by investors
3 hours
Written Communication: Make Your Emails and IMs More Effective

We use email and instant messaging (IM) non-stop. Yet, we scarcely stop and think if we are doing it right. Lack of clarity, information overload, and poor structure decrease our chances of getting the response we need and increase the chances of our message getting lost in someone's inbox. This Workshop will cover: When to use email, IM, or a different communication channel, Timing, Structure & length, Tone and Call-to-action, Throughout the Workshop, you'll challenge your email and IM writing skills and apply techniques to help get your message across.

Supported by investors
3 hours
Fundamental Techniques for Influencing Others

In the book How to Win Friends and Influence People, writer Dale Carnegie provides powerful techniques to get what you want from other people. In this Jolt, you will explore and practice the most recommended techniques this book has to offer. You will learn what it takes to be liked, convince other people to believe what you are telling them, and motivate people from a leadership position.

Supported by investors
3 hours
Presentation Design: How to Turn Information Overload into One Clear Message

Your business ideas are worth nothing if you're unable to convey them effectively. Whether you're presenting at a big conference or your team's daily standup, your goal is to make people remember what you say and do what you want them to do. Learn a four-step framework for designing powerful presentations: 1. Formulating a clear and concise message 2. Turning your message into a compelling story 3. Organizing content into a structured slide-deck 4. Designing slides that strengthen your message * You'll be using Google Slides throughout the Jolt to practice the framework. *

Supported by investors
3 hours
Speak Like a Pro: How to Master Public Speaking

Getting people's attention and making them listen to your message is one of the essential skills in the job world today. In this workshop, we will explore the ‘must-have’ ingredients for mastering your public speaking skill that is relevant in every setting.

Supported by investors
3 hours
Storytelling Techniques for Business

Storytelling is the foundation of marketing campaigns, investor pitches, team building, and basically everything. When people make a decision, they, intentionally or unintentionally, search for a story. The challenge begins when you don't know how to explain what your team or business does, which results in others getting what you want. In this Jolt, you'll learn three techniques for turning a message into a compelling story. You'll apply each technique, craft stories that inspire action, and provide feedback.

Supported by investors
1.5 hours
Manage Projects Using Monday.com

Everything is a project. The question is, how well you execute it. In this workshop, you will learn the best practices for managing projects using the collaborative platform of Monday.com, you will practice solving real PM problems and visualize it on your boards. At the end of this workshop, you will be able to leverage collaboration platforms to manage any project and advance the values you wish to see in your team's projects.

Supported by investors
3 hours
"Work Smarter, Not Harder: Best Practices for Managing your Time and Energy"

“I know what I should do to be more productive, but I just don’t do it.” Sounds familiar? We all want to be more productive on a daily basis. Get more done in less time, increase our output, and be able to focus on our daily tasks, with high energy. In this workshop, we'll show you exactly how to master your day using tactics to boost your productivity, focus and energy.

Supported by investors
3 hours
Automate Everyday Tasks That Take Away Your Time (Zapier)

In this workshop, you will learn how to automate manual processes efficiently with Zapier (a tool for automating processes). You will practice defining, planning, and implementing robust automation processes that will save you time & money. At the end of this Jolt, you will gain the tools to turn daunting manual tasks into effortless automated processes.

Supported by investors
1.5 hours
Intro to Data

Data is the lifeblood of every modern business. Business leaders need to be able to analyze it critically and understand the roles, concepts, and terminology involved. If you are nervous or inexperienced when it comes to using data, this beginner-level Jolt will give you an accessible and practical introduction. If you're already working with data, it may be a useful refresher before you jump into our other related Jolts. In this workshop, you'll discover a simple, 3-step-framework for analyzing business data. You'll learn how to identify trends and gaps in data, explore ways to collect missing data and work out how to interpret it to get meaningful answers.

Supported by investors
3 hours
Google Sheets: Work with Data More Effectively

The skill of analyzing data (often with Google Sheets or Excel) has become an integral demand in business. Still, most people are hesitant when having to work with these programs. In this workshop, you will learn: How to fill in, sort, and search for data at minimum time, how to use critical functions, including VLOOKUP, which will help you retrieve data efficiently, creating a PIVOT table to analyze data. Why Google Sheets? We chose to teach data analysis using this program because you can easily collaborate on it and share it. Nevertheless, these functions and formulas apply to Excel and other spreadsheet programs.

Supported by investors
3 hours
Data Visualization

In this workshop you'll learn how to translate data insights into compelling visual stories for other key audiences: Customers, teams with different specialisms, senior stakeholders, journalists, investors, or the wider public. The workshop will give you skills and principles so that by the end, you can apply it on the simplest PowerPoint chart, or on more complex interactive visualizations. The workshop is a mix of a formal presentation, group discussion, and practical exercises. You'll leave this workshop having planned, designed, and refined your own visualization.

Customer Success
1.5 hours
Intro to Customer Success

As a professional Customer Success Manager (CSM), you have to master the basics. In this class, you will learn what Customer Success means, what roles fall within it, key terms, and team structure. At the end of it, you will gain a much better understand of the Customer Success field in tech.

Customer Success
3 hours
The Post-Sales Customer Lifecycle

When a sales deal is closed is when Customer Success Managers (CSMs) enter the picture. In this class, we will cover the stages of the customer lifecycle, from onboarding to renewal to advocacy, and the importance of each stage for customer retention.

Customer Success
3 hours
Hubspot Basics: Using a CRM for Customer Success

This class will teach you how to use HubSpot as a Customer Relationship Management (CRM) tool to grow a business. You will discover basic tools such as email tracking, sequences, and automation. You will also learn how to measure the ROI on your efforts through HubSpot's reports.

Customer Success
1.5 hours
Translating Business Objectives intro KPIs

The goal of Customer Success is not to fulfill every customer request, but to find solutions to their real problems (even before they realize what they are). Learn how to identify the core problem of customers, define business objectives that meet customer needs, and translate them into measurable Key Performance Indicators (KPIs) to ensure ongoing success.

Customer Success
1.5 hours
Value-Based Conversations: The Key to High Adoption

The adoption stage is considered one of the most difficult phases of a customer's lifecycle - because it impacts whether they will renew the service or not. In this class, you will learn how to calculate adoption rates, conduct conversations with customers to help them use the product more efficiently, and plan processes that will encourage customers to continue using the product.

Customer Success
1.5 hours
Analyzing Customer Data: Behaviour & Patterns

As Customer Success Managers (CSMs), we are responsible for proactively identifying customer pain-points and opportunities to enable them to gain even more value from our product or service. In this class, we will learn to detect patterns and statistical behaviors that indicate good or risky customer behavior. These indicators will be used to plan a retention strategy, which we will discuss in the upcoming classes.

Customer Success
3 hours
Consumer Research DIY: How to Conduct Polls and Focus Groups

Any business idea, no matter how innovative it is, must meet the needs and behaviors of its consumers. In order to gain insight on these needs, businesses often use polls and focus groups. The question is, how do you conduct them appropriately so that you can trust their results, and how can you do them on a minimal budget? In this Jolt, you'll discover a framework for conducting reliable polls and focus groups independently. You'll learn how to define the goal of your research, determine the best method for it (polls or focus groups), and plan its execution. At the end of this Jolt, you'll be able to start testing your ideas in a much more objective, yet scalable, way.

Customer Success
1.5 hours
The Customer is Not Always Right

To be a professional CSM means to think outside the box. Being a CSM isn't about fixing problems only when a customer complains or keeping the customer happy. It's about constantly thinking of ways to make your customers more successful and save them money. This class will teach you how to turn customer requests into valid actions that make a difference, both for the customer and your company.

Customer Success
3 hours
How to Build a Customer Health Model

Churn (when customers cease to use a product or service) is a major barrier to scaling a business. In this class, you will discover a model by which Customer Success Managers can identify customers at risk, predict future challenges, and reduce churn.

Customer Success
1.5 hours
Building an Executive Business Review Deck

Customer Success Managers build and present a deck called Executive Business Review to their customers on a quarterly or annual basis. It is considered a critical moment in the relationship with customers because it reflects both wins and failures and lays the foundation for achieving future goals. In this class, you will learn what makes a professional EBR and initiate the course project, which is to create your own EBR to use as part of your job portfolio.

Customer Success
1.5 hours
Managing Escalations and Handling Difficult Conversations

Customer journeys aren't perfect. A big part of a Customer Success Manager's role is to handle situations where things don't go as planned and the customer isn't satisfied. In this class, you will learn best practices for preventing escalations and keeping flame wars under control. The goal is to use your communication skills and empathy skills in order to help your customers without damaging the relationships you already have, and hopefully strengthen them.

Customer Success
1.5 hours
Role-Play: Presenting a Business Review Deck

In a previous class, we talked about building an Executive Business Review (EBR). But even more challenging than building this deck is presenting it to your customer. This class focuses entirely on the delivery of an EBR deck and how to handle escalations or tough questions that customers might pose during presentations. This class will also prepare you for the presentation of your EBR decks to industry experts at the end of the course.

Customer Success
6 hours
Enter CS: Final Project

During the course, you will work in groups on a project that represents a real-life responsibility of a Customer Success Manager. Using a case-study from the Israeli tech ecosystem, you will develop an Executive Business Review (EBR) deck and present it to industry experts for feedback. The EBR deck will be added to your portfolio for sharing with potential employers during your job hunt.

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Curated community
1.5 hours
Lean Startup: How to Build & Launch a New Product

Running a Startup or a new product means, before everything, uncertainty. In a restless world that moves fast and changes all the time, a new approach is required to build a successful, adaptive business. In this Jolt, you will explore the methodology described in the bestseller that started a movement - 'The Lean Startup' - to see how it can make any venture, initiative, and product successful and viable over time. You will learn how to discover what customers want using MVP and validated learning, validate a company's business model during all the product life cycle, and invest your efforts only in products that people will love and use.

Curated community
3 hours
Business Model Canvas

In this workshop, you learn how to apply the Business Model Canvas to your organizations to decipher your venture’s value proposition. The Business Model Canvas is strategic management and lean startup template for developing new or documenting existing business models. It is a visual chart with elements describing a venture’s value propositions to different customers, customer relations and channels, activities and resources, partnerships, revenue, and cost structures.

Curated community
1.5 hours
SWOT: How to Make Strategic Business Decisions

A SWOT Analysis is a simple, yet powerful tool for developing business strategy. It forces you to look at your business' strengths, weaknesses, opportunities, and threats - and come up with a solid plan for growing your business. In this Jolt, you will learn what a SWOT Analysis is and how to use it effectively when making strategic decisions. You'll also discuss when is most appropriate to use this model, and how to set the optimal conditions for it to be effective. Use this model to leverage your strengths and opportunities while minimizing your weaknesses and threats in the market.

Curated community
3 hours
Marketing Channels: Smart Ways to Get Traction

In this workshop, you'll learn how to free yourself from preconceptions around what marketing channels “work” for your business and identify the best method to attract as many customers as possible. To do this, we'll look at 19 marketing channels and use a tool to help narrow these down to the magic one (or two) channels that will be your growth levers. * Based on the bestseller 'Traction: How Any Startup Can Achieve Explosive Customer Growth' *

Curated community
1.5 hours
Behavioural Economics: What Really Drives your Customers?

“Wouldn't economics make a lot more sense if it were based on how people actually behave, instead of how they should behave?” (Dan Ariely) Standard economics assumes that we are rational, but fail to acknowledge that we are far less rational when making decisions. In this workshop, you'll learn common consumer biases as well as smart marketing techniques to take advantage of them. Use these techniques to gain a definite advantage when creating the brand messaging and customer journey. At the end of this workshop, you'll be able to evaluate how customers may respond to the marketing strategy and adapt it to meet their irrational yet systematic behaviour.

Curated community
1.5 hours
Build the Foundations of a Successful Community

Everyone wishes to build an active & impactful community around their brand, whether online or offline. In reality, only a few succeed to do so, and no one likes to see a 'stuck' or stagnant community. However, if you put down solid roots for your community, the chance for it to grow will rise substantially. In this Jolt, you will learn how to map out the essential elements for creating a vibrant community. You will discover a formula for determining your community's values & goals and discuss potential techniques for engagement. At the end of this Jolt, you will have the tools to start forming a meaningful community for your business.

Curated community
1.5 hours
Quick Wins to Improve Your Customer Experience

A recent Forbes study shows that retaining an existing customer could be EIGHT TIMES CHEAPER than acquiring a new one! The key to successful retention is to create a customer experience that is innovative, technological, and most importantly - human. In this Jolt, you will learn how to illustrate a customer journey map, prioritize your interaction points with customers, and come up with a strategy to improve those interactions. At the end of this workshop, you will gain a better understanding of how to create that WOW effect for your customers and provide service that is professional and human.

Business Orientation
1.5 Hours
Lean Startup: How to Build & Launch a New Product

Running a Startup or a new product means, before everything, uncertainty. In a restless world that moves fast and changes all the time, a new approach is required to build a successful, adaptive business. In this Jolt, you will explore the methodology described in the bestseller that started a movement - 'The Lean Startup' - to see how it can make any venture, initiative, and product successful and viable over time. You will learn how to discover what customers want using MVP and validated learning, validate a company's business model during all the product life cycle, and invest your efforts only in products that people will love and use.

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