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WORKING- Client Success Manager- 90 Day Plan
Transcript of WORKING- Client Success Manager- 90 Day Plan
Conduct initial (internal) customer assessment to prioritize client success initiatives, and develop long term roadmap.
Develop multi-level prioritization process for escalations, customer touch points, service/project delivery, and renewal activities
Consistently document and demonstrate value through developing KPI's, executive briefings, QBR's, Customer Journey Mapping, CXA/CXE, etc.
Client Relationship Strategy
General review of solution offering, products, industry/competitors, case studies, and core capabilities/competencies
Introduction to business structure & personnel
Initial product training
Understand business process from new sales initiation to closure, account management, renewal, support, and product management
Develop vision, value, and mission statement for success
Work with Director of Client Success to:
Review expectations for the first 90 days
Prioritize goals, objectives within assigned accounts
Review ARR and expansion revenue goals to develop key milestones
Map out strategic account plans and key milestones
Acquire existing account knowledge and agree on key focus areas from a macro level impacting client success
Build cross-functional network within sales, solutions consulting, support, professional services, operations, training, partners legal, and product management to serve as VOC across teams.
Customer Shadowing & Client Deep Dives
Shadowing with other CSMs, ASM's, SC's to understand roles & responsibilites
Identify what path(s) make customers successful and compile data and define clear lines for solving customer issues
Knowledge transfer from previous CSMs
Coordinate initial client interviews across multiple levels
Set bold aspirations—a clear vision—for the
development of the relationship
Develop KPI and ROI measures to justify investment and success
Build strong relationships across teams
Gain deep understanding of customers, product, and company
Understand what makes most customers successful
Ensure people, process, product are in place to ensure success
Develop strategic relationships (internal/external). Trusted Partner/Advisor
Earn a seat at the table!
30/60/90 Day Plan
Mark T. Stolte
Client Success Manage
Prioritize client short term needs and long term investment activities
Create regularly scheduled touch points and milestones and document results
Consistently forecast, deliver, and communicate value to client and reset expectations when necessary
Develop a core client team and ensure team is accountable for project deliverables, has a role business development initiatives, and provides value with their unique perspectives
Build trust and delegate when necessary
Develop a client relationship strategy
that defines which issues to focus on, which opportunities to pursue,
and which individuals to invest in
Consistently demonstrate best practices to key stakeholders through customer success stories
Earn trust by demonstrating integrity and professional competence
Insulate account from outside threats, internal client politics, and influence potential deterrents
Influence client’s perspectives, views, and decision-making process
Earn a set at the table!