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From Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time Managers
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Episode 19: From Imposter Syndrome to Influencer: Rachel Provan’s Leadership Playbook for First-Time Managers
SUMMARY
In this episode of Your Customer, Your Success, Gary Marra sits down with Rachel Provan, founder of Provan Success and host of The Psychology of Customer Success. Rachel shares her journey from a high-performing individual contributor to an overwhelmed first-time manager—and how she leveraged the power of leadership psychology to transform herself and now coach others.
In this conversation, Gary Marra and Rachel Provan delve into the intricacies of customer success and leadership. They discuss the importance of human-first, emotionally intelligent leadership, the evolution of customer success, and the need for effective coaching in the field. Rachel emphasizes the significance of understanding human psychology in leadership and the detrimental effects of toxic work environments. The conversation also touches on the challenges of selling the value of customer success and the necessity of continuous value delivery to clients. In this engaging conversation, Rachel Provan shares her insights on management, customer success, and the importance of authenticity in leadership. She emphasizes the need for managers to be themselves and care for their teams, while also discussing the challenges faced by customer success teams in aligning with revenue goals. The conversation touches on mental health issues within the industry, the value of influential books, and the benefits of coaching. Rachel also shares her thoughts on podcasting and the importance of being authentic in communication.
Takeaways:
· Rachel Provan emphasizes the importance of understanding human psychology in leadership.
· New managers often struggle with imposter syndrome and lack of training.
· Leadership can be learned and is not solely based on natural ability.
· Toxic work environments stem from poor leadership and fear-based management.
· Customer success is often undervalued and requires ongoing effort to demonstrate its importance.
· Effective coaching can help bridge the gap in leadership training.
· Human-first leadership leads to higher employee engagement and better business outcomes.
· Rachel's coaching business was born out of a need for structured leadership training
· Customer success should focus on customer goals, not just revenue.
Timeline:
01:24 Introduction
02:37 Rachel's Initial Management Journey
09:27 Transitioning to Coaching and Business Ownership
20:20 Philosophy of Human-First, Emotionally Intelligent Leadership
24:54 Breaking the Cycle of Toxic Leadership
28:58 The Challenges of Understanding Customer Success
35:35 “Does it Hold Water?”
42:33 Chip Shots
📚 Book Recommendations:
Rachel’s Picks:
· Dare to Lead by Brené Brown
· The Culture Code by Daniel Coyle
· Crucial Conversations by Patterson, Grenny, McMillan, and Switzler
🔗 Connect with Rachel:
· LinkedIn: https://www.linkedin.com/in/rachelhprovan/
· Website: https://provansuccess.com/
· Podcast: The Psychology of Customer Success: https://www.psychologyofcustomersuccess.com/
🔗 Connect with Gary Marra:
· LinkedIn: https://www.linkedin.com/in/gary-marra/
· Marra CX Hub: https://marracxhub.com/
· YouTube: YCYS YouTube Page
📣 🎧 Please Listen & Subscribe
💡 Don’t forget to subscribe and leave a review if you enjoyed the episode!
👉 Follow Your Customer, Your Success for more insights on customer experience, leadership, and business strategy.
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