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Customer Success Manager
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Who we are?
Your Customer Success Manager at EMS Consulting
Agenda
Engagement Manager Role
Success Criteria / Strategic Goals
Engagement Manager
Provide RoadMap for the Future
How we Engage?
How do we Measure?
Time honored values at EMS Consulting
Constant Care
Humbleness & Loyalty
Trust & Transparency
Our Customers
Our Brand
Title
The virtuous cycle of Engagement
- Direction
- Communication
- Collaboration
- Measurement
Result-oriented, prioritize work activities, plans in order to meet commitments
Engagement Manager Role:
- Be the voice of the customer
- Build key relationships (Vendors)
- Thought leadership
- Advocate for our customers
Enhance the Customer Experience
Engage with Executives and PMO
Title
Engagement Manager Involvement
Engagement Management Objectives:
Execution
Post Go-Live
Planning
Initiation/Pre-sales
- Scoping and Solutioning
- Business Process Recommendations
- Primary escalation point for any issues
- Provide a white glove service
- Continuous help with Salesforce rollout
- Review & plan for next phase on the roadmap
Salesforce roadmap for the next 12 -18 months
- Act as the primary escalation point for any problems
- Create an action plan for implementation improvement
- Participate in Customer Success Planning
- Manage the service delivery of third-party vendors
- SF adoption strategies & change management
Monitor and Control
1:1 talks
Check-in with individuals
- Are you clear with what is expected with the project?
- How are things going since the last time we met?
Team meetings
Keep engagement on agenda
- Project updates
- Refer to key results in decisions
- Ask how people are feeling?
Not just a program –
get engagement into the project
Role model
Required Behaviors/values
- Strategic Initiatives
- Reporting structure and feedback to EMS EM?
Measure
Goals and Targets
- Use survey results to set goals and measure
- Adoption & Training
Engagement is measured with Surveys
EMS Customer Experience Goals
- Survey ratings: 10 out of 10 Excellent. (9 out of 10 is fail)
- EM is the GO-TO Person for overall relationship!
- Build Incredible References for EMS
- Enhance Customer Communications
- Best Practices and thought leadership
- Develop Salesforce Roadmap for the Future
Title
Contacts
Erica Jensen, Sr. Manager, PMO
612-281-1227
ejensen@consultems.com
Masha Power, Engagement Manager
mpower@consultems.com
Matt Peoples, Engagement Manager
706-604-4031
mpeoples@consultems.com