What has been your approach or best practice for assigning and managing an account that has 2 CSM’s assigned. The scenario can be a primary customer CSM that works in the geography of the customer corporate offices with the decision makers and a secondary CSM working in another country or geography with the system owners in that area. Both CSM’s would have activities to track, but believe only a single CSM can be assigned to an account record, correct? How have you solved for this?
Question
Assigning 2 CSM's to a single Account record - Best Practice?
UKG - Customers for Life!
We created a custom field in Salesforce (and subsequently on the Company record) for Client Success Manager 2. In our case, it’s used during Onboarding but we are able to trigger notifications off it just the same.
+13We use a second CSM field for backups and to indicate a “New CSM” when transitioning accounts for whatever reason.
End Proctoring-
Gunjan
+1
+11We did something similar to
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