In the previous parts of this series, we discussed about communication - as a general topic, about our vision of communicA(R)Tion and how a bird managed to make us more successful. Now is the perfect time for some facts - ending this series of articles talking about how has Upstack Model regarding communication made us more successful!
Our internal team is entirely remote, distributed around the world. Communication is the lifeblood of Upstack, we have worked tremendously on constantly improving how we communicate and what tools we use to do so effectively.
The examples explained in Part. 3 of the article showcase that communication is constant work, it takes a commitment from the entire team and will involve numerous iterations until it works for everyone.
2019 showed Upstack that excellent communication, between our teams, and departments, has enabled us to achieve (and in certain instances exceed) our goals.
I will focus on one example of interdepartmental collaboration, only possible via great communication and then move on to how we use our communication skills to improve our client relationships, but more importantly enable them to reach their goals.
Developer interview and Prep. meetings
The work conducted here had the goal of improving our clients' interview experiences with Upstack proposed developers, and finally enabling us to make the hiring process more frictionless, due to the getting the interviews right from the get-go.
This effort has been shared between the Success and Talent departments, in a few distinct iterations, undertaken by each department.
Very briefly, for context, all of our interviews are recorded with the sole purpose of exploring how we can improve our service offering. The Success team took these recordings, regardless if the interviews were successful or not, and started analyzing them in a qualitative manner. Their analysis had come up with various hypotheses, which were then compared to the already existing BoK and internal experiences, finally producing a sound report which showcased 10 factors that need to be improved, or discussed, prior to developers interviewing with clients.
This is where the Talent department came into the fore, establishing that these findings, and their subsequent action points, have the potential to allow them to close the loop with the talent they hire, and took on the challenge of creating a professional framework in which the findings were collated and a recommendations booklet was created. This enabled the Talent team to track all upcoming interviews and hold Interview prep. Meetings with the developers they’ve hired.
Both departments have worked in tandem on this effort, sharing information and offering work for peer review, and finally, as a conclusion, this effort has enabled Upstack to significantly reduce the client-developer interview iterations, managing to nail matching/hiring, most times in the first iteration.
Our clients talk tremendously about how they have successfully reached their goals in 2020, with the support of their Success Managers. The easiest path of helping your clients succeed is to listen to their needs. Like any great software, their success comes from being understood, their goals prioritized and support offered where needed.
When asked: “How do you do it?” our AE’s and SM’s will reply that “We are constantly there, clients which work with us have been successful because they have engaged. We always use all of our skills to enable them to achieve their goals.”
So if you’d like to experience a true partnership contact us today and find out how we can help you achieve success for your business.