Question

New manager of small customer success team looking for resources

  • 26 February 2016
  • 2 replies
  • 35 views
melissa
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! 

2 replies

corey_pudhorodsky
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
darkknight
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Melissa 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:


  • 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.
These might be obvious....but just my 2c.
Jeff Kirkpatrick

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