Who is Dans Rozentals?

Meet Dans Rozentals, the Customer Success Team Manager at Printful!

About Printful

Printful enables innovators to build brands, fans, and businesses of all sizes with a combination of technology, services, and an on-demand supply chain designed to make ecommerce easy. The company fulfills custom clothing, accessories, and home & living items for online businesses. It helps brands build and scale their merchandise business fast and without inventory risks. Since its founding in 2013, Printful has been trusted to deliver 80M+ items and has built a global network of in-house fulfillment centers and strategic partners.

Dans CX Journey

Dans discovered his passion for customer-focused roles through an unexpected path. "I worked as an export manager for a company selling fertilizers and different things to farmers," he recalls. This early experience with cold outreach taught Dan valuable lessons about his professional interests.

"I learned about myself that the relationships and the focus on the customer is what I deeply care about," Dans explains. "It's been a quick ride. It's been an exciting ride as well."

What Excites Dans About CX 

Dans passion for customer experience is deeply rooted in his fascination with human behavior. "I've always been passionate about human psychology and behavior," he explains.

In his role at Printful, Dans finds fulfillment in supporting both his team and customers. He observes, "You really see the burning desire in their eyes to actually make things happen and build something out of what they're doing." 

This connection to others' aspirations motivates him, as he describes, "Being able to support them with the knowledge, the ideas, our network, the tools that I have at my disposal... you kind of feel like you're part of something bigger than yourself." For Dans, this sense of contribution and impact is what makes his work in customer experience particularly rewarding.

The CX Team at Printful

At Printful, customer experience is integrated into the sales team. Dans has played a pivotal role in expanding and restructuring the customer success department, which has seen significant growth under his leadership.

Dans emphasizes several key qualities he looks for when hiring for the customer success team at Printful. “Integrity, resilience, ownership mindset, trustworthiness, action, coachability." These traits form the foundation for any potential hire.

Specifically for customer success roles, Dans prioritizes proactivity. "That's what sets customer support and customer success apart in a lot of instances," he explains. "You're not waiting for the customer to come to you with challenges. You're looking for opportunities and encouraging them to become better."

Dans emphasizes the importance of understanding customers deeply: "You really need to understand how they think. You need to catch all the subtle clues and all the mood shifts." 

CX Team Success Factors

For general technical issues, customers can use chat functions or email. However, for the SMB and enterprise segments managed by Dans team, the approach is more personalized.

"Every single customer success manager... has a portfolio of roughly 15 accounts," Dans explains. This structure allows for deep, collaborative relationships with each client. The communication method is flexible, adapting to customer preferences: "Some customers like email, some customers want to move discussions to Slack to make it quicker, some to use Discord, WhatsApp, Signal, you name it."

Despite this flexibility, Dans strongly encourages video calls. "What I really press on is actual face-to-face video calls," he states.

 He values these interactions for their ability to convey subtle cues and expedite problem-solving. "Having these face-to-face discussions moves things along so much quicker.” 

Revenue Generation/AI/topics of interest 

Because Printful is a B2B company, they are most successful when their customers are doing well. “We're always trying to figure out how we can help our customers more," Dans states. 

This strategy involves expanding services to meet diverse customer needs. "One of the things could be that the customer needs help with e-mail marketing. So we can either launch a service like that within the Printful platform, or we can find partners that can offer email marketing services externally to deliver that service to our customers," he says. 

“For me, it’s not about pushing products,” Dans explains. “It’s about how I can help customers elevate their experience.”

How Printful Uses AI in CX

Dans embraces AI as a powerful tool for enhancing customer experience and team productivity at Printful. He highlights several applications: "Gong has been a groundbreaking app that has the power to summarize long calls, summarize next steps, even provide access to forecasting tools." This technology streamlines processes, allowing the team to focus on higher-value tasks.

Dans also mentions using AI for idea generation. "We use ChatGPT as one of the things to kind of bounce ideas off of,” he explains.

 However, he maintains a balanced perspective on AI's role: "My core belief is still that there has to be a human behind everything, and you need to focus on that human connection and relationship building, which I don't think AI will be able to take away fully."

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