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Customer Success Manager - CS Introduction

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Customer Success Manager - CS Introduction

  1. 1. CUSTOMER SUCCESS MANAGER
  2. 2. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. WHAT IS CUSTOMER SUCCESS MANAGER
  3. 3. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. 2 Being a Customer Success Manager, as the name suggests, means making sure that your customers are finding success using your product or service.
  4. 4. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. HOW CAN YOU MAKE YOUR CUTOMERS SUCCESSFUL ? 3 • Guiding them through the onboarding process or implementation • Showing them features that they aren't fully using or aren't using at all • Coaching them on how they can improve their business even more. • Constantly meeting clients, going over their results, and showing them how to be even more successful using your solution. • Vendor Lock In: make sure your clients are so successful using your product that you create vendor lock in, which is a scary way of saying that they feel they would be losing too much if they ever tried to stop using your solution.
  5. 5. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. TARGETS AND KPIS
  6. 6. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. GOALS & TARGETS 5 Goal The goal is to maintain and grow the customer's satisfaction. This can be measured in your NPS (net promoter score) through 1. Customer satisfaction surveys or 2. Churn rate. Churn rate is just the rate that your customers are leaving. Targets 1. Upsell or cross sell KPI, which means you will sell additional features, services, or upgrades to your clients. 2. Renewal targets: so keeping your customers successful means keeping them relying on your product, which in turn means that they will renew their contract or subscription.
  7. 7. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. NPS 6 Survey to collect promoters and Detractors
  8. 8. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. NPS 7 Follow up with reason to tackle the issues It should be open ended question to let the customer express their issues Close the loop by contacting the 1. Detractors to understand their problems 2. Promoters to thank them and ask them to be referenced
  9. 9. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. SKILLS
  10. 10. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. CUSTOMER SUCCESS MANAGER HAS TWO SIDES 9 • Technical side, which requires Hard skills, Hard Skills your technical skills needed will vary depending on the type of product you are working with. Most companies will offer training on their specific solution after you join, but having a base to build on is always a really good idea. • Clientfacing side, which needs soft skills. Soft Skills because a CSM is a very clientfacing role, you will need to not only be able to read data, but also communicate your findings with your clients to help them understand what is working and what is not working. The best CSM even anticipate the problems that might come up and solve them before they become an issue. Some of the key soft skills you're going to need are o Active listening o Communication o Coaching o Presentation skills
  11. 11. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. CAREER PATH
  12. 12. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. CUSTOMER SUCCESS PATH 11 1. Customer Success Director 2. Head of Customer Success 3. Chief Customer Officer Moving towards Other paths To move towards the technical side of things and become a 1. Solutions architect or solutions engineer 2. Technical Account Manager or something similar that takes customer needs and productise with them. To move towards the soft skills side you can also move towards a more sales heavy role, that is, growthfocused, using your soft skills to build a business and your understanding of the technical side to better illustrate the benefits of a product. Alternative Titles Customer success can have different titles depending on the company. These include 1. Account manager 2. Client services manager 3. Client solutions manager or solutions consultant just to name a few.
  13. 13. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. FAQ
  14. 14. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. WHAT IS THE DIFFERENCE BETWEEN CUSTOMER SUCCESS AND CUSTOMER SERVICE? 13 I like to think of the difference as being proactive versus being reactive. As a Customer Success Manager, you will need to be engaging with your customers on a daily basis to make sure they're reaping the full benefits of your solution and solving problems before they even happen. Customer service, on the other hand, is more about responding to the issues that your customers are already experiencing and taking care of any complaints that they may have.
  15. 15. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. WHAT IS THE DIFFERENCE BETWEEN A CSM AND AN ACCOUNT MANAGER ? 14 The main difference is the technical aspect of the role. As a Customer Success Manager, you will be more involved in the implementation of the product and there's an expectation that you have the ability to dive deeper into the solutions that the product offers, whereas an account manager will also handle the reporting, but it will generally be through available dashboards. Another difference is that the account manager can be a sales role with sales targets based on sales results. The customer success will usually not have a commission structure or a bonus.
  16. 16. © 2020 Mobileum, Inc. All rights reserved. Contains Confidential and Proprietary Information of Mobileum, Inc. THANK YOU Qais Ammari Director - Customer Success Middle East and North Africa qais.ammari@mobileum.com

Notas del editor

  • What is the plan for the remaining controls ?
  • send the official delivery plan for the migration.
  • work on a revised plan on the database.
  • work on a revised plan on the database.
  • work on a revised plan on the database.

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