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Out of Sight, Not Out of Mind - expanding & managing teams overseas
The document discusses the lessons learned from expanding and managing teams internationally, highlighting the growth from 2 cofounders to over 1800 employees. Key strategies include choosing local leaders carefully, fostering a unified company culture, managing cultural differences, and investing in communication technology. It also emphasizes the importance of frequent management visits and cross-pollination of employees to strengthen global operations.
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Out of Sight, Not Out of Mind - expanding & managing teams overseas
- 1. Out of sight,not out of mind Expanding & managing teams overseas Resources and Guidelines Rachel Delacour - CoFounder BIME by Zendesk
- 2. Lessons learnt from incubating internationally From2 cofounders to +1800 employees
- 3. Lessons learnt from incubating internationally From2 cofounders to +1800 employees From managing to being managed !
- 4. BIME Analytics -Modern Business Intelligence Measure and understand the entire customer experience
- 5.
- 6. Build better customerrelationships Zendesk’s family of products help organizations understand their customers, improve communication, and offer support when & where it’s needed most. “ ”
- 7. Keeping decentralized teams happy (atleast trying to…)
- 8.
- 9. Relationships are complicated ● Highlevel of energy required ● People Product Profit ● Company grows, pain grows
- 10. Managing our first USheadquarters
- 12. It became aglobal business
- 14. We hired internationaltalent for our cloud business Located in Montpellier MONTPELLIER
- 16. We found USbusiness angels Testing our aptitude for transatlantic communication MONTPELLIER
- 17. Our business grew,we started to miss revenue opportunities... MONTPELLIER
- 18.
- 20. What we didwell, thus would do again
- 21. #1 Take timeto choose your local leader & empower him Not a proxy Ownership Culture
- 22. #1 Take timeto choose your local leader & empower him Not a proxy Ownership culture Local expert
- 23. #1 Take timeto choose your local leader & empower them Not a proxy Ownership culture Local expert Office presence
- 24.
- 25. #2 1+1=1 Run one combined company Triggerhealthy competition
- 26. #2 1+1=1 Run one combined company Triggerhealthy competition One workplace experience
- 27. #2 1+1=1 Run one combined company Triggerhealthy competition One workplace experience Benefits everywhere
- 28. #3 Manage culturaldifferences (easy to say, hard to do it well) Sales team motivation
- 30. #3 Manage culturaldifferences (easy to say, hard to do it well) Sales team motivations Over communication
- 31. #3 Manage culturaldifferences (easy to say, hard to do it well) Sales team motivations Over Communication Contribution to your content creation
- 33. #3 Manage culturaldifferences (easy to say, hard to do it well) Sales team motivation Over Communication Contribution to your content creation Only speak english
- 34. #4 Respect yourpeople RESPECT THE TIME ZONES
- 35. #5 Include MTPpersonnel in KC from the start Ramp up your new hires quicker. Proven. Continue to hire internationally to fuel your expansion
- 36. #6 Leverage technologyto bridge the 7,700 km between the two offices Develop closeness Online global HR system
- 37. What we didn’tdo so well, thus would do differently
- 38. #1 Management cannever visit too often
- 39. #2 More cross-pollinationof employees Move employees full time Visa, lawyers, etc.. More product people overseas
- 40. #3 Invest morein AV
- 41. #4 Be moreprepared to brief your teams about salaries overseas There is something called a local market value.
- 42. Now it’s ourturn. How Zendesk just kills it.
- 43. New mothership SAN FRANCISCO SÃOPAULO COPENHAGENDUBLIN LONDON MELBOURNE MANILA SINGAPORE MADISON MONTPELLIER TOKYO BANGALORE BERLIN
- 44. Where Zendesk getsit right Forgiveness culture Workplace Experience 5* Social interactions Financial communication Our CEO communication
- 45.
- 46. Over-communicate. But avoid ameeting frenzy. Technology helps. Be ready to travel. Try to enjoy.
- 47. Over-communicate. But avoid ameeting frenzy. Technology helps. Be ready to travel. Try to enjoy. And Join STATION F
- 48.