When you are good at managing your customers, your company sales increase along with the customer base. The progress of your firm relies on the satisfaction of your client’s. You must fulfil their requirements while meeting the company’s goals. The relationship of your customer with your business is of great value. Your employees carefully create it. Also, it determines the growth of your company in future and the profits it will be making in the time to come.
Role of customer success manager
The majority of firms are assigning the responsibility of maintaining professional ties with the customers to the Customer Success Manager. The CSM or Customer Success Manager plays an essential role in increasing the number of your customers. Since they must be by the side of clients and give them valuable feedback when they decide to purchase the products or services, they closely stay in touch with the client from the moment they discover your company until they make a purchase.
This association doesn’t end here, and they keep on guiding the customers after the sales process by staying in touch with them and informing them about how the product or service can improve their life. Moreover, they guide clients about any new products launched by the company that can benefit them.
Before we describe some of the key responsibilities of the Customer Success Manager, let us give you a brief overview of their role.
Who is a CSM or Customer Support Manager?
The company’s top management assigns the responsibility of managing the customers when they have made the deal to the Customer Success Manager.They start by helping the clients learn about the products, so they become experts at using them. They fill the gap between the support and sales departments.
Their duty doesn’t revolve around providing technical assistance or making sales. Instead, it ensures that the client is satisfied with the product and owns everything that comes as a necessary part of the package.
What are the Qualities of a Good Customer Success Manager?
CSM should have great managerial, interpersonal, coordinating, planning and communication skills. Customer success managers can learn them over time. But the actual effectiveness of CSM relies on their soft skills.
In CSM, a tendency for building rapid relationships is in high demand. The clients like to trust that your services are of the best quality and you have expert market knowledge. They also want to take comfort in the fact that you know what they require. Moreover, they further want to trust that your suggestions will serve them the best. So the job of CSM does not involve making only superficial customer ties. They must enjoy creating and continuing relationships. A professional CSM may not pretend because the customers will find it out, and that won’t inspire them into repeating business with you again.
Empathy is one of the skills that an effective customer success manager must have. They must be competent enough to connect with the customers when they are doing well or having a difficult time. A CSM creates a bond that lasts over a long time. Here are eleven key responsibilities that should be in a capable CSM.
- Enhance Customer Satisfaction by Creating Valuable Ties.
- Improve Customer Training.
- Assess and Examine Customer Requirements.
- Create Trust and Clarity in Dealings with Clients.
- Maintain a Relationship with New Clients.
- Work as a Customer Assistant.
- Motivates Clients to Upgrade their Companies Products and Services.
- Improve Customer Loyalty.
- Maintain a strategic view of the complete support process.
- Brand and product marketing
- Actively find solutions to client’s issues
Top 11 Qualities of a Good Customer Success Manager
-
Enhance Customer Satisfaction By Creating Valuable Ties:
-
Improve Customer Training:
-
Assess and Examine Customer Requirements:
-
Creates Trust and Clarity in Dealings with Clients:
-
Maintains A Relationship With New Clients:
-
Works As A Customer Assistant:
-
Motivates Clients To Upgrade Their Companies Products And Services:
-
Improve Customer Loyalty:
-
Maintain A Strategic View Of The Complete Support Process:
-
Brand and Product Marketing:
-
Actively Find Solutions To Client’s Issues
Top 3 Traits of a Competent Customer Success Manager
Project Management Capabilities: It will be correct to say that the CSM has to spend his time serving two teams, namely sales and client support. They must understand how to coordinate the projects between the two departments and deliver specific tasks to the appropriate employees in the company.
Proactive Attitude: A CSM must work with a proactive attitude. For example, the CSMs should create a feedback system for the support team when they find out that the number of client complaints increases for a particular product. If the company postpones resolving the issues, the customers will start looking elsewhere for the services.
Emotional Intelligence: The CSMs must have this attribute in them. Since they have to work with individuals, they must be empathetic to the clients. Being a manager, they must understand the point of view of the company’s employees and clients. A friendly manager can engage more customers and also make long relationships with them.
Conclusion
The customer success manager’s role is crucial to the business’s success because they can strengthen its relationship with the clients. So, as a rule, any company wanting to stay ahead of the competition must hire a CSM who has the appropriate skills. The customer success manager assists the company in finding new clients, keeping the existing ones, and improving sales. As a result, the sales and increase in company’s profits rely on the CSM effectiveness in doing their job.
