What comes to mind when you hear the phrase customer service? These words can elicit two emotions: love or hate. In fact, every business depends on customer satisfaction to thrive in the business world. But when it comes to success, it takes far more than a than the average customer service rep to increase your customer base.
What Is A Customer Success Manager?
A CSM is someone who helps consumers make their way through the sales process. Some might think of success managers as just another customer service representative. However, instead of simply going through the motions, CSMs develop relationships with the consumers. One can think of these managers as a mentor, of sorts, for customers.
Their job is finding ways to educate consumers on how the sales process works. Should any issues occur or the customers have questions, the CSM will assist them until it’s resolved.
What Roles Do Customer Success Managers Have?
CSM’s have a lot more responsibility than your average sales representative. For example, instead of dealing with large groups of customers, customer success managers also have one-on-one interactions with the sole intention of creating a positive experience with customers.
Here are a few other roles that CSMs have to fulfill:
Convert Leads to Customers
One of the most important factors in regards to being a CSM is converting leads to customers and onboarding customers. Customer onboarding is when a business educates and familiarizes clients on how to use their products. This creates a feeling of community and builds brand loyalty. Customers want to feel like more than just a number, and the customer success manager can make that happen with customer success software.
Company Advocates
In addition to onboarding customers, success managers are also advocates for your brand. Think of them as a cheerleader who builds up the audience at a pep rally. They have the ability to pique interest, even if potential leads are at the beginning of their customer journey. They make people want to know more and are there to provide that information when it’s requested.
Relationship Builder
Being able to effectively foster relationships between customers and other team members takes skill. This mode of communication then becomes part of the company’s style guide. Hit or miss customer service is the best way to lower the face value of a brand. Successful CSMs understand that it takes a team effort to keep customers happy and uses that knowledge to keep every member of a company on the same page. Regardless of division, every team member needs to approach current customers and prospects the same way.
The Takeaway
Deciding to bring on a successful manager can make or break your business. CSMs need to focus on the “now” and the “how.” Their role is to increase engagement and create a feeling of community. Take the time to find the right candidate who will represent your company and boost your ROI and create the ultimate shopping experience
