The Pavilion Podcast
The Pavilion Podcast

Episode · 2 months ago

Ep 264: Give Yourself Permission w/ Lane Holt

ABOUT THIS EPISODE

Give Yourself Permission w/ Lane Holt

Part of the "Is This A Good Time?" series hosted by Brandon Barton.

Hello and welcome back to the Pavilion Podcast. I'm your host, Brandon Barton. You're listening to Is this a good Time? Show? Our Pavilion members on the hot seat for fifteen minutes we hear their incredible stories. Shows are out on every Monday, so hit subscribe and you're not miss hearing from our experts. Happy to December, everybody coming up quick. We got so much to cover, some changes coming into new year. Can't wait to share it all with you. Today's guest is Lane Holt. She is the director of c X and Scale at gain Site, and we talked about why you should give yourself permission. Really awesome episode. This episode was brought to you by Gone. The reality platform Gon uses customer interactions what people say right, chat about brows and read at the heart of the DAI platform. It gives you autonomous insights about deals and suggested next steps that are all based on what's really being communicated between customers and reps. No more decision making based on anyone's opinion. For full visibility into your performance and mark good data, visit GOM that g O n G dot io. Alright, let's see this episode one thirty two. Is this a good time. All right, everyone, I'm here with Lane Holt. Lane is the director of c X and Scale Programs at gain Site. We're gonna figure out what the heck that is. Lane, So great to have you on the pod with me here, Excited to share a little bit more about my journey, who I am, and how we can help support others in this work environment. I love it. I love it. We'll all meet, no filler. We get right to the questions, Lane, tell us, tell us what do you do at gain Site? You've been there for five years? And then after that just go back a little bit through your career and some of the stops along the way, of course. So yes, I've been here at gain Site for five years. I'm currently the director of c X and Scale Programs. What that means is I've helped build out our digital at success motion from scratch. So how do we approach our customers at scale, not just our smallest customers, but really how do we support our customers from the smallest ones through our largest ones...

...to ensure that they're being successful. A big lens on that is how do we make it easier for customer to be customer? And a CSM to be a CSM here a gay site. Interesting. So so I mean, look, that's a pretty bold statement to too. Essentially, um, you know, say, hey, how do we build out this program that allows our smallest customers to feel like they're being taken care of as well as the biggest ones. Give us some tidbits on that. I mean, like, what are you doing that that allows that to happen? You know, how do you feel how do you feel that you really make the smaller customers feel that same love. Yeah, it's a great question, and a piece of it is really how do we deliver each touch point. So we start with the customer life cycle, We think about the key moments that we really need to deliver on, and then we determine how do we still do that without having to invest as many human resources. So when we have transition calls, we really make sure that we lay out what their expectations are over the next part of their customer life cycle with us and how we'll serve them. And so it's things like en app engagement, it's automated emails, it's making sure that we deliver webinars at the right time. So also thinking about the way that I like to mean of us is thinking back to like early automotive industry and like you're working on a line and you have to have the product right when you need it. You have to do just in time on that. And so it's similar to with customer success and you don't want to overload a customer or a user with everything at once because they can't utilize all of it at once. So instead you need to provide them what they need at the moment or right before the moment that they needed. So thinking about hey, I'm three months into my my journey with you, UM, I need something different today than I needed the first day. The first day, I needed to know what do I do first in this platform, and then we pivot into okay, now we're going to build on those things. And so a new user could become a new user any day, but an account might be five, six, seven months old or even older than that. So how do you make sure that the people the account who've been there since day one are...

...getting what they need and also newer users are getting what they need. So it's really thinking about how do we service them when they need what they need. I love that. That's great. You have held a bunch of different positions at gain Site. Right, you've been there for five years, you know, how did you get introduced to the company? And then like what do you what do you attribute to kind of your growth? And I don't know, it seems like four or five promotions. So when I started at Gainsite was a CSM. UM I quickly moved into a team lead, senior manager and then into director roles. But prior to that, I worked at a coming called dog Pi Engine here in Austin, and we were a gain Sight customer. And when I was using games, I was just like, there's so much here. I understand that there's so much more power and I want to help people figure out how to use it. And so through different conversations with different people here at gain Site, we found a role for me to come over to it. And one of the things that UM I realized in that transition between companies is I was always way eating for my boss to say here's your promotion or your money now for the next thing. And I learned, probably like right in the middle of those that transition, that I needed to say what I wanted. And so one of the very first things I did through the entire interview process. When people like, what do you want to do, I'm like, I want a chance at leadership. So I was very upfront. I said, this is what I want to do, and I'm coming to gain sight because I feel like you have the opportunity for me to do that. And when you're really clear about that, then you're able to make sure that you're having the right conversations with your leaders and with people within your organization to make sure you're you're going there. Because I was always before and you know, my, my, you know, ten years before I came here, I was waiting for someone to say, you're ready to be a leader, You're ready to take this role. And so when I talk to people starting in their careers or transitioning, I really tell them like, I want you to not wait for someone to tell you what...

...your next thing is, Identify what you wanted to be, and then tell them I love that. I'm I'm gonna put a couple of couple of things together. This is a bit of a hunch, and I want call me out and say it's totally not true, but true, But I know that this was true for my wife in some ways. I we were talking earlier. You have a six year old. You went to gain Side five and a half years ago, so you had a young baby at the time. Was there a connection between your forthrightness in this role and being a new mother. I think there was a little bit, But there was also the piece of when you go through transitions in life, you do you realize different things. So my daughter was about a year and a half when I moved to gain Sight, um, and you have to figure out how to balance things. So coming here and being able to like start fresh, say this is what I want to do and I'm a mom or I am a and this is what I want to do. And so really having to evaluate the different of things that were important to me and the pandemic, I mean it really made us reevaluate things and reevaluate things. And now we're all at home with our kids. And at that time, you know, when the pandemic kid, I had a seven month old. Man, I have you know, a four and a half year old in a seven and a half month old, what do we do here? And then when things started coming back from the pandemic, we really had the opportunity to say, you know, where are our boundaries? I was always a huge proponent of boundaries. Anyways, this is the time that I work, This is who I am at work, my boundary. Now I'm off to you know, pick up my kids and do that. And so actually, last year, around this time, school year was starting, my daughter was starting kindergarten, and a lot it was in new transition for US public school. What do we do? And I'm a big proponent of writing my self permission. So you'll see, like if you took my notebook, you'd see in many places like I am giving my permission self from to do this. And last year, as a school...

...year started, I took a step back and said, what permission do I need? What do I need this year? And I wrote it down. I could probably find the notebook that I have it in. And I told a lot, I told as many people as would listen to what my permission was. And the permission I gave myself last year was I give myself permission to be a mom first. I love that we all think about that, like, yeah, I'm a parent of first, but like when you write it down, it is so much more powerful. And so like I would be on meetings with Nick our CEO and Nick would ask me a question. For Nick, if I have to choose between a field trip and a business trip, I'm choosing the field trip. I love that. That's incredible. I've been so well supported in that of like, yeah, you you you are a mom first go to And the thing Brandon that I'll share is it when I was clear with those permissions and what I wanted in my career, my career took off. I'm not I'm not even getting I'm like literally tearing up because I've I've watched some similar things happen for my wife, Um, being you're a mother too, she's a mother too. You happens to be similar ages. And I also can recognize how there are times when you don't give yourself permission and how unfair that is, and it's something it's and frankly for me as as a husband and a father, that burden. I don't feel that same burden. Um my wife and I joke, Um, I can be in a different room than our kids and and you know I will not think about them, and she would she literally physically has to not be in the same houses them without that happening. And so like I somehow give my permission to slack myself, permission to slack off and watch a football game, and and and yet that just doesn't work the same way, and and it does. It's not a male female thing. It's just, you know, there are certain instincts, but men, you're just happening in is something...

...that's so powerful to give permission to yourself. I love that. I hope everyone hears that. And just like shouts to you for being such a badass executive at the same time of being a badass mom, Like you can have both, and that's really cool that you priority You're I don't even I don't even want to put words in your out to say you're prioritizing, but you're you're doing both. Guess what, Like that's awesome and it's in. There are times when it's really hard. I was writing an update to my boss the other day because we do weekly updates, and it was a week that my son was my son was sick, my husband was homesick, and I was like, it was hard and be like being able to write it down and be honest about it. I was like, look like, I feel like I'm trying to give a pent to both places. I'm giving and so just like being able to acknowledge like work is going to suffer this week because this is happening, and having creating the people around you and the tribe around you that supports that and say like it's like we know that there's weeks you're in one place and the other weeks you're not. You're gonna be underhearted and that's okay. And I think we like as a culture in technology, I think we're better than in some industries. In some industries, it's your traditional like your teacher or your doctor or your architect, and it's just not as flexible. But I think that we in the technology industry have the ability to set that bar and say this is how we approach this. Yeah, it's it's very cool man, Um super powerful. Thanks, thank you for sharing all that. We're gonna We're gonna blaster the other questions, Um, lane Lane, Where where is luck or privilege really hit your career in a way that you didn't see coming and allowed you to kind of move move faster than than you thought. Yeah. Luck and privileged, man, they are both very important. Um. Luck, you know moving here to gain site, the privilege to move here. How luck ended up was if I would have started here four months later, the leader ship roles that I stepped into wouldn't...

...have existed, like not even four months, you know, even if we said, like two months later, pivotal pivotal moment where we were, you know, moving some teams around and building other teams, and I landed on a team that we were starting to build. And so I was like, at one point, we were all sitting in a room and there might have been ten of us in the room, and we all looked at each other, and the three most senior people in the room had only been there less than five months. And so in that moment, like it was very opportunistic or lucky ish, let's just say opportunistic to land at the time that I did. Areas where like privilege came into play, being able to network, having the privilege of being able to network with certain people because of opportunities within past organizations. Land me, landed me at each of my roles, and I you know, when I left college, I went and it was two thousand eight, I moved across the country to work for a very small university, and then I networked with someone who got me with my job in d C three years later and they're that one of my bosses there had left the company and when I got laid off, she helped me get my next job because she was at w P Engine and then I took Engine. I had built the network with the people like gain site to kind of move along. So each of those like I understand that I'm very privileged to have been able to get even have those opportunities network. Not everyone has that, especially like early on in their career. So I always like, as best as I can, if someone reaches out, I try to say, yeah, let's find thirty minutes, because I could be the person who helps them get their next job. And so many people have helped me do that. I love that you get back. That's round speaking of giving give us a sales and marketing tactic. What what's something that people are not, you know, paying attention to that they should be doing that. Do you think it's part of your secret sauce mm hmm, sale, Marty. I mean if it's a little bit more on that customer marking site BECAU, that's more of my way.

Yeah, yeah, pretre one of the things that I don't you know, it's kind of philosophy on my team. I don't see everyone doing it as much, but the idea of you create once to reuse multiple times so it works smarter, not harder. I create one webinar and can cut it up into smaller videos. I can make case studies out of it. We're working with customers from an advocacy perspective. We kind of think of like the waterfall of advocacy, the one thing like at the very top you have like your presentations, your webinars, but you can take each of those and you can come down into case studies, testimonials, logos, quotes. If you only start at a logo, you have to like work all up your waterfall to get that start at the top and then get the things underneath too. Some were like I see people trying to do that and sometimes they fall back into what I just I just need a logo today, so let me just get this. Yeah, yeah, start with the big things. I love that. Awesome you hiring, You do need anybody any team right now? I have one or two openings, but we did a lot of hiring this year on my team as we're building it out, So I have a like one or two roles but that's about it, and they're the one of them is based in India. But I know that there are some organizations that are still hiring. So if if I have someone in my network that you see, I'm happy to try and introduce you. Love that awesome and give some shout outs. Speaking of your network, anybody that you love kind of following what they put out there and dig dig their content. I would be remiss if I did not say Nick made up. I mean, if you're not following him on LinkedIn and Twitter, he's got content he like. I don't know how he pumps out all of his content all the time. Um. I think there was one other person that came up the other day. I came across her. Someone forwarded her to me, trying to remember her exact name. She's the I think, the director of customer marketing at sandoz so let me find her real quick. I have emails from her. I'm sure...

...now I can't find her. Oh man, I probably have had her on the pod. That's funny enough, but now I'm sorry. Director of customer Marketing Advocacy at sindos so awesome. Got a weekly newsletter that has been on fire lately. I'm like you were speaking to me, and I've been sharing it out with as many people as I can. I love that very cool alright, last, but not least most important to me, although I love what we've got, what we've done today so far. Help me up with a restaurant where should I go eat? You're in Austin, You've got it. You got a good restaurant seeing there. It could be there, it could be elsewhere. Restaurants left and right. If you come to Austin, you gotta go to barbecue, the barbecue capital of the world. It feels like, and Sy, what's your favorite Terry Black barbecue with one of our neighorites of your downtown one out by us Switch has a little bit different player to it. Or someone told us the other day they're like, she get me ruin for her life her friends before? Can they give work? Yeah, that style switching runch on Sunday. But it's when the barbecue slaps It's okay to be charged for it. It's totally fine. It's that there's hours and hours of time and labors of love that goes into that, so willing to show it for good Authentic Texas Barbecue Lane so awesome to have you on. Thank you so much, and uh really looking forward to just keep in touch and and and following your career as you continue to rise like you also you are it's me. It's always fun to be alright, that's our show. Thank you so much for listening. If you love the show, do the stuff just past Thanksgiving, give thanks, do a rating, your review, share with some friends to score the audience here. This episode was brought to you by on the reality platform create an aligned and seamless buying experience for...

...your teams and customers. It's based on reality and not opinions. Check out Gang at go O n G dot io. I had so much fun today. I really hope you did. Now get out and crush those numbers.

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