Host Jeff Plumblee interviews Marian Williams, Program Manager for Product Operations at Anthology, discussing her past work in hospitality and customer success and her current work in product operations. Marian talks about how customer success helped prepare her to work in product operations. Marian suggests how you can decide whether the PMP certification or an MS in project management is a better fit for you. She stresses the importance of communication and connection, especially in asking multiple stakeholders about a question to resolve. Marian shares her best advice: listen!

Key Takeaways:

Anthology and Blackboard, premier education technology companies, are merging. Marian works now on strategic initiatives; she previously worked in client operations with client-facing teams to help them deliver information to their customers and measure client success.
Marian shares methods of measuring customer success, what is essential to a client regarding support cases, and connecting with customers. For program management, leadership support is necessary. Look at high-level operations to see how the organization as a whole is affected, not just customers or teams.
The differences between client and program operations and the need to fill the communication gap between teams. Consider how you impact the organization. Marian learns a new industry by jumping in, asking questions, and connecting with subject-matter experts.
Marian discusses the influence of her PMP certification and MS on her career. She warns about using PM jargon in conversations with others who have different education. Use the cultural language of your organization. Marian recommends the master’s program. She learned much about leadership.
Marian suggests steps to take to add to organizational success. Ask questions and get buy-in from multiple stakeholders. She talks about identifying and focusing on the most critical priorities for success. Marian contrasts the contract scope between agile tech projects and waterful construction projects.

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How to Win Friends and Influence People, by Dale Carnegie

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