It's been a long time coming (over a year), yet we finally found the perfect time to chat with Andrew Mishalove! From launching his second Jive community, to flying all over the world presenting at conferences, to working from his "office" at 39,000 feet, I was happy to get 45 minutes on the phone with Andrew to learn more about his workstyle and his exciting new gig.
Leigh: Where do you work?
Andrew: I work at CallMiner as Director of Enterprise Social Business.
Leigh: How would you describe your current role?
Andrew: Our initiative is strategic as far as where CallMiner is taking the business. Currently our community is in Phase 1, but we've planned three unique Phases. Phase 1 is about creating a thought leadership industry news and best practices space and a place for peer-to-peer networking of our customers.
My role involves the strategy behind the initial launch and ongoing strategy work in terms of the evolution of the platform so we're always bringing value to our customers and prospects. My role is very strategic and very operational at the same time because I'm once again working with a lean team and limited resources. I'm working with internal stakeholders and execs, aligning with sales, marketing and product teams as well as managing our vendor partnerships. I'm also on-boarding content creators, vendors and partners that will help us put together case studies and whitepapers available to the folks coming to our community. Finally, I'm closely aligning with customer advocates who can help champion the community so other users gain value from the experience.
So I would say there's not an area of the Jive community that I'm not going to touch at a detailed level. I'm living and breathing Jive, all day, every day.
Leigh: So how do you use Jive at CallMiner?
Andrew: On December 7th we launched our external community called EngagementOptimization.com. The initial use case was to create a peer-to-peer user networking community, which is specific to CallMiner customers, focusing on product specific collaboration and sharing best practices.
There's a more open area of the community that holds industry news and best practices. This is more thought leadership content that has everything from videos to webinars, blogs, whitepapers, case studies and infographics. We're leveraging Jive technology to build community around the customer engagement space. It's really to associate CallMiner with thought leadership and to provide folks with a resource in the business, and leverage the best practices section of the site to intrigue prospects into becoming customers.
Leigh: Since this is your second Jive community launch, what did you learn from the last one to make this one more successful? What were you the most happy about with this launch?
- Content planning is absolutely essential. I've been to tons of conferences and I keep hearing 'content is king'. It's absolutely true. Without robust content, you can create a beautiful site, but if there's nothing to draw users there and back, all that technology goes to waste. For my first launch we didn't have a great communication strategy for launch, nor an on-going content development strategy. We eventually got this going and overall the community was highly successful, but it took longer than I had hoped.
- The CallMiner community strategy development was very condensed, but we put a lot of time and effort into the strategy. I started on October 5, I had two international conferences (Berlin & London) in between my first day and the community launch on December 7. We wanted to have a great design. We wanted to provide an easy transition for customers that were on a former platform to the new Jive platform. We wanted to have a great content strategy, so now we're working on a strong editorial calendar.
- Really good launch communications is essential. We have a great marketing team that is supporting us with great content, newsletters, etc.
I'm mostly happy because it was flawlessly executed; not one issue! I've received nothing by accolades and kudos from our users and internal stakeholders. Because of the success of the launch, I'm getting flooded with ideas (internal and external) for the community, and we're getting strong executive sponsorship. Our internal teams feel like it's a good value prop for prospects, and they're excited that the new customer base will have lots more functionality and they can find the intelligence they need much faster to make them more effective.
Leigh: Are you attending JiveWorld16? If so, what are you looking forward to the most?
Andrew: Definitely. I've been to the last 3 JiveWorlds, and I was focused on internal use cases at that time. I'll switch gears and network with external community leaders this time. I'm really excited about it, as it presents a whole new set of challenges. It expands my knowledge base of the Jive products and about building communities in general.
I'm also excited about getting back on stage; I'll be telling my new story about how Jive is helping to change our business. The community is already having a huge impact on the customer engagement space and in particular how CallMiner is able to communicate with customers and reach out to prospects.
Leigh: Are you familiar with the Jive WorkTypes? If so, what was your WorkType?
Andrew: Yes. It was very much on point, but I feel like I fall into a lot of these. The one that stands out above all is the Energizer. I draw my energy from the work I do and from the impact it has on my organization. I then share that passion with others and like to movitate them like Jordy from wolfofwallstreet
Leigh: What's your computer situation... Do you use a Mac or PC (or something else)?
Andrew: PC's don't come near my home. Mac til the end. iPhones. Apple TV. Mac mini. MacBook, MacBook Pro, iMac.
Leigh: Tell us how you use your mobile device?
Andrew: Mainly it enables me to work anywhere anytime: email, calendar, chat, social. I'm able to keep my ear to the ground in my work and personal life or just for fun. It's all about being productive personally and professionally. Apps that are currently open: messages, mail, phone, calendar, Google, Google Maps, NFL fantasy football, Uber, Facebook, Skype, Skype for Business, Jive, Twitter, American Airlines, FlightAware, GoToMeeting.
Leigh: Besides Jive, what apps/software/tools can't you live without?
Andrew: On my phone: Google hangouts. Twitter. LinkedIn. On my computer: Chrome, mail, Excel, Skype, GoToMeeting, BlueJeans, Password Manager, Google Drive.
Leigh: Do you have a favorite non-computer gadget?
Andrew: My cars. I choose to invest some of my money in exotic automobiles; I have two rare exotic cars. Every week I take them out on a drive to keep them running.
I also used to be a DJ - so I have two Technic 1200 Turntables. It's classic DJ equipment. I'm definitely an audiophile; I love my sound equipment.
Leigh: What you surround yourself with is important, what's your work space like?
Andrew: I'm very clean and organized. OCD. There's nothing extraneous on my desk. You can take a ruler and measure the distance between everything uniformly.
For this role I'd say I'm 50% at my home office in Miami, and 50% remote (ie: conferences, in office, on a plane, hotel rooms, coffee shop, at parents).
Leigh: What do you listen to while you work?
Andrew: White Noise. Silence.
Leigh: How do you balance work and life?
Andrew: I don't do this very well . I will take very few breaks throughout the day or week, which may not be the best technique. I do Yoga and meditation to stay grounded. I work late hours during the week to have flexibility on the weekends to do some personal and enjoyable things. It's nice to have the ability to work while I'm out and about. I try to continue working through the day - to accomplish all I can. I'll typically work on Friday night in order to enjoy some downtime on Saturday or Sunday.
My home also brings me a lot of peace and when I'm feeling overwhelmed, I will breathe and look out over my balcony:
Leigh: What's your sleep routine like?
Andrew: I'll take in some TV, around 11pm when I'm starting to unwind. I'll go to bed around 1am, and I'm up around 7am-7:30am. Which doesn't satisfy my sleep need, but I've been living at this pace for the last 4-5 years. My adrenaline is pumping when I'm on work mode which allows me to function. When I'm on vacation I often crash and sleep a lot.
Leigh: Are you more of an introvert or an extrovert?
Andrew: It depends on the topic and activity. If I'm passionate about it I'm an extrovert.
Leigh: What's the best advice you've ever received (and from whom)?
Andrew: There are 3 that come to mind:
1) From a fortune cookie: "Success is getting up just one more time than you fall down." I'm never afraid to take calculated risks and learn along the way as long as the lessons are manageable and are not doing damage to my cause. I'm constantly taking calculated risks and expanding my zone of comfort so I can grow and continue to be successful at the things that I do. I'm allergic to mediocrity.
2) "The only impossible journey is the one you never begin." - Tony Robbins, a motivational speaker, personal finance instructor and self-help author.
3) workingoutloud - John Stepper - "Sharing your knowledge in an observable narrative way so that it may help others. You will also learn from those who are working in the same way, grow your network and build trust among your peers."
Leigh: Any last minute thoughts?
Andrew: It's been an amazing experience working with the Jive technology, and it's opened up a lot of new doors for me. Moving from one Jive client to another means more challenges, and I look forward to continuing to grow and learn about what Jive to can do for everyone, for us internally and for our clients. I'm grateful to have the opportunity to work with Jive, to create bonding professional and personal relationships. It's been a great experience.
Shout out to Kenny Lum, my former Groupon co-worker and now Jiver and friendforlife!
Kenny helped me create Skynet, Groupon's corporate ESB platform. Another shout out to Skynet:
Leigh: Thank you very much, Andrew, for chatting with me about how you work. I really love your fortune cookie advice. It's something I need to remind myself of often.
Does anyone want to pick Andrew's brain about his new external community launch?