Hello All,
I am a fairly new manager (18 months) to a small team (3) of Customer Success Specialists. I am looking for any resources that seasoned managers would recommend for someone new to the management world in general, and in relation to managing a customer success team specifically. Any and all recommendations welcomed!
-Books
-Courses (online, in the classroom, Udemy, General Assembly, etc.)
-Blogs
-Articles
-Your own findings and tips and tricks
Thanks!
Question
New manager of small customer success team looking for resources
We've found the Trusted Advisor Fieldbook helpful to use as a resource for our team:
http://www.amazon.com/The-Trusted-Advisor-Fieldbook-Comprehensive/dp/1118085647
http://www.amazon.com/The-Trusted-Advisor-Fieldbook-Comprehensive/dp/1118085647
1 person likes this
+4Melissa I am not a manager myself, but I think it's very important to stay abreast to the challenges your CSMs are facing. Pull up and use GS dashboards during your regularly scheduled Team Calls AND 1-on-1 sessions you have with each of your associates.
We have created reports on our manager dashboards to show:
We have created reports on our manager dashboards to show:
- Closed Risk CTAs over the last X days by CSM - gives the manager a chance to ask the CSM about the particular situation to gain more insights. Can serve as a great opportunity to review and assess your CSMs to identify areas where can help coach them.
- CTAs flagged as "Mark as Important" in the cockpit - this enables the CSM to flag a CTA to put on your radar where perhaps they are facing particular challenges or could use some coaching.
- Implement a "Subjective" score and use a dashboard to show any accounts the CSM has put into the red. if you have a Code Red process this is highly valuable, but also at the individual CSM level you can use this again as an opportunity to open discussions that could help you hone the skills of your CSMs.
Reply
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.