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 →

Business Orientation
1.5 hours
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.

Business Orientation
3 hours
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.

Business Orientation
1.5 hours
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.

Business Orientation
1.5 hours
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.

Business Orientation
1.5 hours
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
3 hours
hours
Unit Economics for Startups

How do you ACTUALLY measure the progress of a startup? Between the "I have an idea" phase and the dreamy exit, there are so many numbers, Excel sheets, and metrics that can be both highly important and very distracting. As your business grows, you will realize precisely how many things you need to measure regularly for you to meet your goals. And new words and acronyms will keep on coming: KPI, LTV, Cohort Retention, Vanity Metrics, Unit Economics, Business Model, and more. At the end of this workshop, you will be familiar with the technical-accounting concepts that drive the company's strategy.

Startup Skills
1.5 hours
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.

Startup Skills
3 hours
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.

Startup Skills
3 hours
hours
"Project Management: Initiate, Plan, and Launch a Successful Project"

The challenge begins when having to manage a project as you balance cost, schedule, quality, and content. In this workshop, you'll learn to organize projects right from the start, so that their execution will drive successful results. This workshop covers: Project charter: Mapping your roles and responsibilities (RACI), requirements, stakeholders, assumptions, and dependencies Scheduling: Setting priorities, creating a schedule, and building a Gantt chart with dependencies Risks: Contingency planning, measuring risks, and defining project success factors You'll leave this workshop with a proven framework for initiating and launching ambitious yet achievable projects.

Startup Skills
3 hours
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. *

Startup Skills
3 hours
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.

Startup Skills
3 hours
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.

Startup Skills
1.5 hours
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.

Startup Skills
3 hours
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.

Startup Skills
1.5 hours
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.

Startup Skills
3 hours
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.

Startup Skills
3 hours
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.

Career Development
1.5 hours
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
1.5 hours
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
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
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
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
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.

Customer Success
1.5 hours
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
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
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
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
hours
Questioning Techniques

Customer Success
1.5 hours
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
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
3 hours
hours
The Influence Model: How to Create Business Relationships

The influence model is the basic structure of consultative selling. A customer focused approach aiming to identify the customer needs and pain points while creating trust and strong human connection. SDRs/BDRs who will master the techniques in this workshop will be able to quickly create trust and human connection with new prospects. They will also find it easier to communicate effectively with customers and achieve deal progress on their daily sales efforts.

Customer Success
3 hours
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
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
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
1.5 hours
hours
Overcome Customer Objections & Conflicts

Customer Success
6 hours
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.

1.5
hours
Overcome Customer Objections & Conflicts

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