Assertion certainty 4/5 debate potential 1/5

Scott: 50% of New Relic's 75 CS managers were promoted internally

Roger Scott · "7 Tips and Tricks to having happy customers at Scale" New Relic EVP, Roger Scott · Jul 30, 2019 · at 14:02

This episode carries Roger Scott's own address, with nobody on the show putting questions to them. It still counts as said, and it is kept out of every score on their page.

Roger Scott, EVP and Chief Customer Officer at New Relic, discusses organizational hiring balance and leadership development during New Relic's enterprise scaling phase.

0:00 / 0:09exact quote · 9.1s
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“The 75 managers in my, people who have a management responsibility in my team today, 50% of them got their first management gig in the company.”

quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →

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