When it comes to business, you want success. This is especially true in the business industries that have a focus on customers. You know, shops, stores, and service-oriented places are always filled with customers with various needs. Customers can be tricky sometimes. And not every employee can figure out what a particular customer wants. Surprisingly this can be a difficult chore for some employees to handle. However, there is a solution to this problem. When you need someone who knows how to understand the customer base, you need a customer success manager or a CSM.
This article will tell you all about what a customer success manager is and how they can impact your business. Let’s get started!
What is a Customer Success Manager?
A customer success manager is not a customer support agent. Rather, the manager forms a more direct and personal relationship with a customer. They assist the customer in the sales process as well as provide them with suitable value proposals. This allows the customer to grow with the company and increase positivity in the business
In a way, the customer success manager is like a teacher for the customer. They explain the entire sales process while also making sure that the process is running smoothly, even after the transaction.
The priority task that a customer success manager has is to build rapport with the customers. This task can also be involved with the customer success team. The CSM also ensures that the customer has all of the resources they need at their disposal. This can include:
- Advisement on purchases
- Onboarding
- and More!
Responsibilities of the Customer Service Manager
You Are a Cheerleader
While you don’t need pompoms to get the point across, a CSM does need to be the cheerleader of the company. The manager works a lot with customers, especially one on one. This allows the CSM to promote the business by explaining that they have all the wants and needs that the customer requires. Having that cheery and well-meaning fame of the company will assure the customer that you mean business.
All Aboard!
Another task for the customer service manager is that they need to onboard customers. If you don’t know, onboarding is the process of getting a customer to understand the business’s product or service. The manager explains to the customer the ins and outs of whatever they are selling.
Reuse, Reduce, Renewal
The customer service manager wants to ensure that the customer returns. A one-time customer is nice, but having them come back because they enjoy the business is great! A CSM needs to make sure that customers are coming back to the business. In order to do this, a manager can do a follow-up with the customer. Or, the manager can see if the customer wants to renew their contracts. This allows for customer retention which every business wants.
You are the Middleman
As the CSM, you want to ensure that the customer has all of their needs fulfilled. But, you also need to make sure that your support team knows what is going on. Like anything, there will be problems. When it comes to the product or service you have, the CSM needs to be that middleman between the support team and the customer to solve problems and strengthen the relationships.
Skills of the Customer Success Manager
There are many skills that the customer success manager needs to succeed. In order to drive a support team and help customers at the same time, a good CSM needs:
- Active Listening
- Empathy
- Communication
- Problem-Solving
- Teaching
- Time Management
- Data Integration
- Social Skills
- and More!
A customer service manager has a lot on their plate. However, if they can balance everything out, then it will be smooth sailing from there.
Conclusion
A customer service manager is important to a business because of how they can impact it. They work as the in-between for the support team and for the customer. The CSM must ensure that the customer’s needs are met out and that the support team can assist in any way.
At the same time, the manager has to make sure that everything is running smoothing and that any problems are solved quickly.
The job is a lot of work with the salary being anywhere between $50,000-$96,000 a year depending on the business and experience.
So, if you are someone who just gets customers and can lead a team, then this job is perfect for you!
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