In many organizations, the main goal of a Customer Success Manager, or CSM, is to support all customers as they transition through the sales process into the support phase. Rather than functioning as a customer support agent, CSMs form a direct relationship with customers and provide them with timely value propositions, helping customers grow and achieve their unique goals.
At Aqueduct Technologies, we offer CSMs for all our Managed Services customers, to guide them through the entire lifecycle of their engagement and ensure they get full value from their solutions.
To help you better understand the role of CSMs, and their commitment to customer success, we’ve compiled 7 key facts that you may not know:
- They build out customized reporting
At Aqueduct, customer success managers build customized historical reporting and dashboards to work with customers on understanding the current business flow. These reports provide a day-to-day snapshot of the current state of a customer’s environment and identify any future business objectives the CSM can assist with.
- They bridge gaps between products and services
Customer success managers are much like an aqueduct, bridging gaps to help direct the flow where and when it is needed. When customers feel they need assistance with a vendor, the CSM steps in, giving customers time and energy back in their day to focus on larger initiatives and increased business outcomes.
- They act proactively, not reactively
CSMs aim to make customers successful from an overall services standpoint, offering sales support, product support, third party vendor support, and operational support. This means that CSMs take a more proactive approach to anticipating the needs of their customers, making sure to provide resources and answers before there are any issues.
- They’re an extension of your team
CSMs are often seen as key advisors and allies for an organization, mainly because they act as an outside extension of a customer’s organization working towards the same end goals. CSMs listen to customer concerns, look for ways to help improve business and daily operational performance, and offer options around process and implementation improvements.
- They help with internal team morale
While CSMs are continuously listening for any issues a customer may be experiencing, they are also looking for ways to make the customers’ end users feel more valued internally. CSMs will do this by looking for process improvements, creating ease of use technology, and taking on the day-to-day noises, enabling the customer, employees, and end users to focus on larger corporate strategies for the business.
- They’re your advocates in all levels of business
CSMs are there to ensure customers are getting the highest level of support, collaborating with other departments and teams to ensure everything is handled with the customers’ best interests at heart.
- They stand by Aqueduct “customer for life” motto
Our CSMs thrive by making personable, meaningful, and true working relationships with all customers and end users. They always focus on building loyal and close long-term customer relationships, resulting in a “customer for life” mentality.
At Aqueduct, the success of our CSMs is based on developing a positive customer experience and encouraging healthy working relationships, bridging any gaps that exist between our Service and our Sales team.
To learn more about our Managed Services offerings, or to reach out to one of our sales reps, click here.