It’s easy to recognize the value of a Customer Success Manager (CSM); someone totally dedicated to fast, smooth delivery. And to the full utilization of the product’s performance over time. As CSM at Phyron Software, Denice Heurlin works with the company’s customers in the Nordic countries and the UK.
Hi Denice. First, what’s the difference between CSM and traditional customer support?
Every business is unique, but customer support is often a sensitive balancing act between that and upselling. As a CSM, my first obligation is to maximize the value of what they already bought. To do that I work with everybody involved on the customer side, from Marketing and Sales to IT. Should our dialogue lead to discussions about further product development, our technical CSM takes over that discussion.
Why is the idea of CSM so hot right now?
Maybe because it works so well with fast-growing tech startups like ours, especially SaaS companies and cloud-based services. But it’s not all technical. In any fast-moving business it is important to build on human values and a never-ending customer dialogue. We must always keep a keen ear to the ground, ready to listen to the customers’ questions, worries or own ideas. Not least in our case, as the product itself is highly automated.
So, where in the process do you step in?
The Account Executive stays fully in charge until the contract is signed, specifying exactly what needs to be done. Then the CSM takes the lead through the onboarding process and onwards. After the launch, we continuously monitor the performance, provide detailed periodical reports, and make necessary changes if results are not up to our and their expectations.
What are the main challenges, from your point of view?
Both sides are of course keen to get the best possible end results. Any problems that may occur along the way are immediately dealt with and are often turned into ideas for further improvements. It’s all about customer loyalty and, more than anything, mutual benefits.
One critical issue is that everybody, also on the client side, must stick to the agreed time schedule. If everybody on both sides met all deadlines, we could easily carry out the entire production in a week or ten days.
Whether you work with huge productions or a smart automated solution you always strive for a smooth production process and the best possible results within the given time and budget frames. And it’s always about teamwork making the most dedicated and creative talents sharing the same objectives and working smoothly together.