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Pulse Europe 2016 - How to train and develop Customer Success Managers in EMEA

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Depending on where you're located in EMEA, the majority of the available workforce may have never even heard of Customer Success. How do you go from there to a fully functional team spread across continents and time zones? How do you hold team members accountable? Hear how successful companies enable and develop global CSMs at scale.

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Pulse Europe 2016 - How to train and develop Customer Success Managers in EMEA

  1. 1. HOW TO TRAIN AND DEVELOP CSMs ACROSS EMEA ‘16 Ruben Rabago Gainsight Emilie Dubau DoubleDutch
  2. 2. WHY IS THIS SESSION IMPORTANT? What do they want?
  3. 3. WHY IS THIS SESSION IMPORTANT? We want to grow!
  4. 4. 6 months & 200 employees 205 hours of training +3500 videos viewed WHY IS THIS SESSION IMPORTANT? What happened when we finally launched our training center?
  5. 5. WHAT IS YOUR MAIN CHALLENGE? What is your main challenge when it comes to training and developing your CSMs in EMEA? A. Lack of 2me & budget B.  Low employee engagement C.  Failure to iden2fy needs D. Missing dedicated training resource E.  Deficient technological infrastructure
  6. 6. HOW TO TRAIN AND DEVELOP CSMs ACROSS EMEA How to train and develop CSMs across EMEA (remote offices) when you have no resource, no budget and liLle 2me
  7. 7. 5 TIPS 1.  Hire diverse profiles 2.  Build a structured but crea2ve onboarding 3.  Harness the power of peer-to-peer training 4.  Curate free stuff 5.  Constant formalised feedback with KPIs
  8. 8. 1. HIRE DIVERSE PROFILES Juniors & Seniors Different skills Same values/culture
  9. 9. 2. BUILD A STRUCTURED BUT CREATIVE ONBOARDING Clear Goals Scavenger Hunt “Build your own app” Quiz
  10. 10. 3. HARNESS THE POWER OF PEER-TO-PEER TRAINING Expert-lead trainings Role-relevant Buddy Program
  11. 11. FOCUS ON THE BUDDY PROGRAM ●  Not my manager ●  Listen to calls ●  Ask ques2ons ●  Give feedback ●  Team Building
  12. 12. 4. CURATE FREE STUFF NewsleLers, meetups, webinars Team Cura2on Knowledge Base
  13. 13. 5. CONSTANT FORMALIZED FEEDBACK Weekly, Quarterly, Annually Defined skills Clear KPIs & job pathing
  14. 14. FOCUS ON OUR CSM SKILLSET Below Meets Exceeds 3 = Meets requirements
  15. 15. FOCUS ON KPIs ●  NPS ●  CSAT & Client Feedback ●  Workload ●  Quizzes ●  Peer-to-Peer Feedback ●  S.M.A.R.T. Goals
  16. 16. RECAP 1.  Hire diverse profiles 2.  Build a structured but crea2ve onboarding 3.  Harness the power of peer-to-peer training 4.  Curate free stuff 5.  Constant formalised feedback with KPIs
  17. 17. Thank you!
  18. 18. Appendix
  19. 19. MY CURATED FREE STUFF NewsleLers / Blogs ●  Glide Consul2ng ●  Gainsight ●  Totango ●  Customer Success Associa2on ●  Amity ●  First Round Review ●  TSIA Books ●  Customer Success (Gainsight) ●  Built to Serve: Your Customer Success Playbook (Glide Consul2ng) Communi2es ●  SuccessHacker ●  LinkedIn group ●  Meetups (Pulse Local) Podcasts ●  SaaStr Official Podcast ●  Strengths in Ac2on ●  The Modern Customer

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