Support as a Product and Me as a Product Manager

What is a project? Can a project have an infinite life — does it necessarily have to have an end date?

I’d argue there are a lot more similarities between Product and Support than differences. Many differences are…

What is Support Not?

Odd way of phrasing it, I know. While it’s helpful to know what Support is, it’s also helpful to know what it is not.

This may feel a little dark — but stay with me because I believe it’s worth it. Whatever you do in life, remember that we follow, obey, seek after…

Planning, Preparedness, and Being Totally, Completely, and Utterly Ready for Any and All Possibilities

The god of Efficiency

The god of efficiency. I’ve worshiped at this altar for years. You, likely, have also. Efficiency is good. It is valid and important, but it’s not the end. We can breed horses to be faster, but why not build a car instead?

Learning From Weakness

You don’t learn life lessons from the happiest place on earth, you learn them through the tribulations and pains we all go through.

Today, we drove through Sacramento heading to Fresno (yes, it’s hot) and it’s been about a year since we last did traveled to…

Reflect

Slow down.

Think.

Support Leadership: How to Hire?

At my company, we believe smart people thrive on freedom.

Many companies have lots of great tangible perks, from snacks, equity for full timers, etc. These are all terrific, though we must also ask how much the culture motivates teammates to…

Customer Success: Aligned Goals, Not Altruism

(I’ve written and re-written this one for the past three months. It’s taken me long enough.)

I’m attracted to a good story. I’m a sucker for them, really.

Goldilocks And The Three HR Adages

what follows is a fictional tale in reflecting upon the Hire Fast, Fire Fast and Hire Slow, Fire Fast debate

Once upon a time, Goldilocks found herself managing a SaaS startup creating innovative means to keep thick, well forested areas…