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WORKING- Client Success Manager- 90 Day Plan

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Mark Stolte

on 10 August 2017

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Transcript of WORKING- Client Success Manager- 90 Day Plan

Develop Client Success Roadmap

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.

Working Smart
Client Relationship Strategy
Preliminary Activities
& Training
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

Setting Expectations
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

Days 1-30
Days 31-90
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!
Full transcript