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What does CUSTOMER SUCCESS do?!
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- čas přidán 13. 01. 2021
- Customer success is a strategic role that is CRITICAL in B2B SaaS companies (I explain what this is in the video). If you are interested in working in tech, I highly recommend you look into the customer success career path - especially if you are analytical, organized, personable and strategic with a high EQ!!
Sample Interview questions:
- How do you build trust with a customer?
- How would you go about delivering bad news to customers?
- How would you de-escalate a frustrated customer?
- How would you collaborate with the product and sales?
- How would you explain our product to a customer?
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#customersuccess #jobsintech #customersuccessmanager
Let me know what you think about customer success! Also - are there any other careers you want me to cover? Please let me know!!
God Bless You and provide you Happiness in your life, You gave us the Nutshell on the topic, i swear your Channel needs to be more shown to the world. Bless you
Just landed a job as a customer success associate after working in customer service for 7 years. I feel so lucky and excited to have this opportunity! Customer experience is a huge passion of mine
So glad to hear! Thank you for sharing :)
Good one for you.. Congratulations.
Do you have a degree ?
@@brittanyjackson6782 I do not! I’m actually still working on it
@@fluffysox6072 Wow can you explain how you got the job 😊 that’s amazing !
I'm a Customer Success Manager (CSM) myself. Thank you for raising awareness of our career. I agree with most of what you share, especially with the qualities which would make candidates a successful CSM. You're deeply experienced and knowledgeable. 💥
What I disagree with is generalizing that the CSM role as the sum of Customer Support + Sales. This depends on the organization's individual definition of the CSM role and CSM KPIs and the organization's maturity stage.
In start-ups with limited ressources, CSMs are more likely to have cross-functional responsibilities than in multinational corporations which tend to have dedicated expert teams for each area of expertise.
I for instance, work for one the world's leading software companies as a CSM. As such, I'm in charge of strategic consulting alone. I don't have any sales-related KPIs because leadership wants us CSMs to focus on customer's perceived added value instead of one's commission. Also, answering to support tickets and troubleshooting are done entirely by a separate Customer Support department, not by CSMs. Therefore us CSMs can focus on the larger, strategic and long-term scenario avoiding losing ourselves in fixing bugs and errors.
This clear differentiation helps CSMs focus more on our goals of making or customers successful in the long run. Sales and Customer Support agents are measured by other KPIs performance-wise. So it would just make sense to position the CSM job as one of its own, one that does collaborate with Sales and Customer Support a lot - but it is not the sum of both. This comparison is misleading and might make it different for the CSM career to be positionned as one in its own right.
I’ve been in two CSM roles at a huge tech and fairly large CyberSec company. I’ve never heard of any CSM roles being involved in strategic consulting…unless you’re saying you’re some type of “strategic consultant”. Professional services handles consultant. You’re right, it’s not the sun of sales and support but you’re basically the backup QB for both if they’re not available. I’m at a company where the CSM’s are basically messengers for all the groups that work for the customer and if support isn’t working fast enough the csm will hear about it. My current company thinks CSM’s have some impact on renewal but I couldn’t disagree more.
Let’s be honest. If the role is involved in any “selling” they’re a sales consultant. This always cracks me up cause it seems somewhat hard for these mid level mid career hiring managers who can’t just be honest and say “we want you to sell your soul to sell our products to make us look good.”
The career is sometimes vague because a ton of companies and hiring managers have started at what they told a new hire and then just thrown a ton of crap at them.
I wouldn’t do it for more than 5 years or you’ll be pigeon holed.
I agree sales and support should not be involved into this role.
@@kRuSHakRuSHa I was doing a CSM job at Splunk. It was 99% sales, 1% admin. Told us to do whatever we had to to get sales and renewal. Suffice it to say, many in mgmt were let go due to re-org.
This is such a well-rounded video! Taught me a lot. I have experience in customer service and recently applied for a customer success role thinking it was the same, just different wording. I got a call for an interview so I started looking up. This video taught me all the basics I probably need to know. Thank you.
Fantastic! Glad it was helpful and best of luck in your interview!
This video was what I needed. Very well presented for someone that has no clue of the role. Thank you so much!😊
You're so welcome! Thank you for watching!
Very straight to the point, great video. Thank you! I'm trying to move from almost 10 years of sales/marketing experience to CS - it fits my intrinsic values much more naturally. Wish me luck!
Best of luck!! :)
Great video! I'm actually interviewing for a CSM role in an hour. Had a pretty decent understanding, but this laid it out wonderfully!
Glad it was helpful!
The most crucial role in the company. Great video!
That and UX of course! Thank you, Brian!!
@@AlisaHaman UX is super important!
thanks so much hitting my interview tommoro
Fantastic video! I've watched a few on this role and you shared tips I hadn't heard anywhere else. Thanks so much!
You're so welcome!
I'm impressed with this information, thankyou and expecting more video from you😀
Thank you, Kishan! I'll keep the videos coming :)
This is one of the best videos on this topic. Easy to understand!
Happy to hear that!
I wanted to say thank you for the video.
And also I cannot avoid mentioning that I couldn't take my eyes off of your eyes. You look very pretty and the make up and hair were so on point!
New too customer success. Love your content. Keep it up
Thank you! Will do!
Thank you for this video! Everything was articulated well and it was smooth and easy going.
You're welcome! Thank you 😊
Awesome Video😍 Watching you while speaking and explaining things in detail is really refreshing. This is the first time that I heard about a Customer Success Manager or Associate, all I know before is just "customer support" 😂😂. Thank you so much for this wonderful content 🥰
My pleasure 😊
Thank you so much for this video, Alisa!
You got it! Thank you for watching :)
This was so good and helpful! The salary I believe it is much higher depending on the industry and state.
Thanks so much! 🙂
I just landed a job in customer service today! I can’t wait to get started
Best of luck and congratulations!!
Thank you! Very helpful and informative!
Very helpful video. Thanks Alisa!
You got it!! :)
Thanks for the info, great content.
I have an interview in a couple of hours. Your video was very useful. Thank you. 👋
Awesome!! I hope the interview went well!!! ☺️
Good video. There’s so much to learn, my friend
Thank you, I’m happy you liked it!
Love your video.
Not too long, but I was able to get all the information and knowledge of the role 👏🏾👏🏾👏🏾
Glad it was helpful! Thank you for watching!
What would be possible career paths beyond Senior Customer Success Manager? Just wondering about longevity as a career how much growth there is.
I believe you could also pursue strategic accounts. This is an IC path where you handle the most executive accounts and can make biiiig bucks ($150-$250k)
In the long run, you can grow to become the Director of Customer service in your organization.
This is a really organized and valuable video
Thank you so much!! :)
This video just discourged me from going that route
Hi Alissa, great video. Just about the salary information - yes, that is the base, but don't most CSMs get some sort of commission when clients are retained?
Thanks...Well Explained!
Glad it was helpful!
Just found your videos and found it real informative. Thank you. I am currently going through career change after 22 plus years of Customer Service Manager for a manufacturing company in Montebello CA and have been out of a job for a year. The role of Customer Success Manager is very familiar to what I did in my role as CS Mgr. What type of industry is Customer Success fit for? Is it only for tech companies or or any industry? I would like to get learn more about this role. Thank you once again for your very informative videos. Hope to year feedback.👍
This is really helpful thank you!!!!!
You're so welcome!
Thank you!
Really most helpful love you 🥰 many thanks
My pleasure 😊
Great Video 🙏
Is there a difference between Customer Success Consultant vs CS MANAGER?
Great video! Do you have any examples on how to best answer the interview questions?
excellent
Helpful video. Jus like other product MGMT ones. Do you happen to know the topics for the presentation as part of the interview. Certainly I ll Google.. but curious if u know any first hand..from your experience.. thanks
There is a $300 online course to get into customer success specialist. Are these courses a good idea or could a person get into this on their own? I would be transferring from teaching to this.
how to switch field from Sales to Business Analyst?
Virtual interview Thursday
This is so informative thank you 🙏🏻
Ps: you look like an indian twin singers Prakriti and surkriti Kakkar
What is a customer success analyst role? Similar to manager?
Great question! The Customer Success Analyst role would be a the entry level position for Customer Success. It is also sometimes called Customer Success Specialist.
I’ve worked in retail primarily selling coffee for almost ten years. It’s a small mom and pop shop that sells different coffees from different regions. Will applying for customer success associate role be a good next step?
Did u aaply
Do you have to be a tech wizard to get into CSM
Can this be strictly a remote job?
Hi Alisa
🦾🔥 Awesome
This is what business development managers do , not sure why they invented CSM for !
wow those salaries are LOW!
ViaSuccess
I did not like the video. Thanks.
If you don't think you'll be able to finish a task by the deadline set by your team leader, which of the
following would be the best approach?
•
Continue to work on it and ask for a deadline extension
•
Submit what you've got by the deadline, even if it's incomplete
•
Make an excuse and blame your poor working conditions for preventing you from completing
the task on time
•
Reach out to your team leader and everyone who's involved in your task to find a solution
You are put in charge of an important project and find that some team members refuse to give their
cooperation. How do you deal with the situation?
(YOU CAN SELECT MORE THAN 1 ANSWER)
•
Immediately lodge a formal complaint with HR to get the problem resolved
•
Try to find creative solutions to get them excited about participating in the project
•
Speak to your supervisor and ask them to assist you in dealing with the matter
•
Ignore the disruptive team members and only work with those who want to cooperate
Your colleague is leaving on maternity leave in a couple of weeks and asks you to take on some of
their work while they are away. What do you do?
Agree to complete any tasks as necessary
•
Decline, saying you’re too busy to take on any more work
•
Suggest that someone else on the team take on the extra tasks
•
Discuss the issue with your supervisor to determine how much extra work you can take on,
and then respond
Hey Alisa, Can you share your Linkdin Id??
Here you go! www.linkedin.com/in/alisa-haman-94a64176/
Thank you for sharing
ViaSuccess