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Meet the New Khoros CCO! [Video]

Content Coordinator

The Atlas team is proud to introduce everyone to Staci Satterwhite, our new Chief Customer Officer! I couldn't be more excited to have a leader like Staci joining our ranks, and I hope everyone enjoys this quick interview with her. 

Please join me in welcoming @StaciS to Atlas, say hello, and leave a comment with any questions you have for her below!

The interview was conducted over zoom on Wednesday, May 27th. The video has been edited for time and clarity.

Transcription

Hi! I’m Staci Satterwhite, the new Chief Customer Officer here at Khoros. Very excited to be speaking with you here today.

What is the first thing you would like our customers to know about you?

I would actually like to say the first thing I want customers to know is that it's not lost on me that I've just become the chief customer officer for an organization whose tagline is “create customers for life” so that's something that we will need to embody and make sure we are actually doing for our customers. 

I will do a lot of listening to figure out what customers think we're doing well, and not well, and then create the initiatives we need as an organization to mobilize around so that we can say that we are indeed an organization that creates customers for life just like we are helping our customers.

How do you plan to bolster Khoros thought leadership?

So I'm not coming to this role thinking that I'm anywhere near a thought leader in this space, because I'm not, personally. Again, I do come from a background in security in this space, so that will always be near and dear to my heart, that whatever digital transformation our customers go through we need to make sure we’re helping them do that securely. And that’s just my most recent background so again near dear to my heart. But for visionary, we have several product owners, we have several GM's across the company that are visionaries in their respected product lines. My role will be to try and get priorities from customers to make sure we can deliver on those. 

Do you plan on being an outgoing leader? What will be your approach?

This is for sure the first time I've taken a job in a pandemic so I won't do what I would normally do which is immediately kind of get on a roadshow to go face-to-face meet customers to really listen to what they think we're doing well and not well. I will need to do that virtually this time, obviously. I’d like to think I’m outgoing from a standpoint of making sure that we are in front of customers as much as I think we should be but also listening, that's a really huge important aspect to me, my job predominantly is to listen to what our employees, customers, and shareholders all think we need and then to mobilize the organization around those things.

As a person early in my career, I look to my leaders for inspiration: Did you have a leader who inspired you?

Oh wow, great question. Yeah absolutely, for sure there have been people I’ve worked for that have been inspirational as well as that I learned a lot from at various times in my career. I will tell you somebody I worked with at Microsoft, years ago, was not my direct boss but years ago I worked with somebody at Microsoft who imparted something upon me that I still used today.

She said to me your job needs to do three things for you, those three things are: 

  1. Use your existing skillset to their fullest potential
  2. Build on those skill sets and create new ones
  3. Get you out of bed

And so I try to use these three things when working with my team to make sure I understand those things about them so that we can have a great journey together. So that's one thing I learned from somebody that I worked for a few years ago. 

Now I’ll also complement that by saying I’ve worked for some bosses that I didn't think were that great either so like all of us who you learn from the circumstances that are good and you also learn from the circumstances that might not be exactly what you were hoping for at that moment. 

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Thanks, everyone for your time I'm super excited to be the new Chief customer officer at Khoros. again I'm Staci Satterwhite look forward to meeting you and speaking with you soon.

6 Comments
Khoros Staff

Thanks Cory for the interview.

I have had a great first few weeks here at Khoros and this has validated my excitement about being the new CCO.

I look forward to meeting many of you!

Honored Contributor

Welcome @StaciS and congrats on your new role.

Couple of questions for you:

1. What are some of the initiatives that you think you could explore and consider implementing to ensure Khoros acts more as a proactive business partner in digital engagement with customers rather than simply providing reactive support?

2. Do you think Khoros can have a bigger role in helping to connect customers so that they can better learn from each other in regards to their online community building efforts?

Thanks again,

Jason

 

Khoros Staff
Thanks Jason, great questions. I know we have several "engagement"
projects planned. Let me do some digging and I'll come back with a more
detailed response.
Honored Contributor
Congratulations and welcome to Khoros.
I am fully in agreement of Jason's questions and look forward to see how you will strengthen the relationship with your customers and also plan to become more strategic partners and work together to achieve successful relationships and support the Khoros Brand and those of the customers.
Cheers
Wendy

Khoros Staff

@JasonHill @Wendy_S

First, thanks for your patience.  Right now, I’m still in the phases of exploring and understanding how we handle some of this at Khoros.  That having been said, I do have some opinions and have uncovered some other information as well! I’m happy to have us continue the discussion offline as well if you’d like to dig further.

With respect to being a proactive business partner in digital engagement, this is something that the team and I have been exploring already. There’s been work done on this including investments into the Atlas team, proactive messaging in product (community is still coming in Q3/Q4), our Core program, and providing a better at scale model of communication.  There’s more to be done and we certainly have supporting our customers as the focal point.  I don’t want to commit to anything today simply because there are many paths and I need to educate myself a little better before doing so. 

On the subject of a bigger role in connecting customers, I completely agree that we have an opportunity to help.  Obviously, your question is specific to online community building but it’s realistically something that we need to look at across our entire customer base and product lines.  Connecting our existing customers with each other is something that we are revisiting along with our Atlas recognition program. It’s important for us to continue to identify ways we can help really drive ongoing engagements. 

As I get more settled in and talk to customers more, my thoughts will crystallize more into opportunities and ideas that we can look at implementing to make your life better.  Again, happy to find time for us to chat live and for me to hear your ideas if you would be interested in that.

Thanks,

Staci
Honored Contributor

Thanks @StaciS . Welcome and take time to catch up and learn, drink from the hose and looking forward to see what you've got cooked up.😊