There are thousands of open roles on LinkedIn and other job sites for Customer Success and Account Management professionals. So many that it's hard to understand which skills are needed. We spend hours reading through each job description and here are the top skills you need know!
Job Roles:
➡️ Customer Success Operations & Gainsight Expert
➡️ Customer Success Operations Analyst
➡️ CS Operations Manager
➡️ Director, Customer Success & Experience
➡️Customer Success Operations Analyst
➡️ Customer Success Operations Manager
➡️Customer Success Manager, Strategic Accounts
➡️ Customer Success Digital Engagement Manager
➡️ Customer Success Operations Leader
➡️ Customer Success Operations Director
➡️ Customer Success Manager
➡️ Customer Success Operations Manager - Gainsight Admin
➡️ Analyst, Customer Success Operations
➡️ Head of Customer Operations
➡️ Senior Customer Success Operations Specialist
➡️ Salesforce Administrator, CX
➡️ Customer Onboarding Consultant International & UK markets
➡️ Customer Success Manager International
➡️ Team Lead Onboarding
Skills:
1. Drive customer retention though tracking leading indicators of renewals and upsells, and analyze them to provide actionable insights to CS leadership.
2. Use data to identify at-risk accounts and create playbooks for CSMs to address Analyze strategic accounts for upsell and assist in defining playbooks and processes to target growth.
3. Empower the customer success organization by developing key dashboards for use by the CS and CS leadership team.
4. Define scalable processes for 1: Many communications, and work with cross-functional teams to develop tech-touch model to synchronize with CSM touchpoints to facilitate digital enablement.
5. Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers’ needs.
6. Develop key dashboards for use by the executive team for reflecting the activities and metrics within customer success.
7. Implement and manage software that facilitates CSM Ops activities.
8. Determine the timing and content of touch points for CSMs along the customer journey to drive optimal adoption and net promoter score.
9. Assist the Onboarding team in continuous improvements and modifications based on product enhancements and customer needs.
10. Proactively researches capabilities and develops platform enhancements.
11. Ensures a high level of data integrity throughout Customer Operations.
12. Continuously offer recommendations to improve efficiencies through development and adoption of best practices and standardized procedures.
13. Works with enablement to train end users on new Gainsight processes, features, and functionality.
14. Maintains platform functionality, troubleshoots, and responds to end user issues in a timely manner through email, phone and chat.
15. Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers' needs.
16. Support customer success team in presenting solutions to meet stakeholder requirements.
17. Create Gainsight flows to automate business processes and improve data quality within the Gainsight environment.
18. Drive customer retention though tracking leading indicators of renewals and upsells, and analyze them to provide actionable insights to CS leadership.
19. Use data to identify at-risk accounts and create playbooks for CSMs to address Analyze strategic accounts for upsell and assist in defining playbooks and processes to target growth
20. Provide day-to-day administrative support for Salesforce Classic and Lightning versions and related applications like EchoSign, GlobalData, ZoomInfo, Tableau, etc.
21. Triage and resolve issues reported by users in the Salesforce and related applications.
22. Provision new users, manage workflows, manage system configuration, and general end-user assistance.
23. Keep up to date with Salesforce releases, features, Security patches, and best practices.
24. Own Customer Success Digital road map, integration and maintenance for all Customer Success Managers to leverage.
25. Create, analyze and optimize digital customer success journey map with automated processes to improve customer efficiencies, cross-functional collaboration and campaign execution with CS leadership and marketing.
26. Create plans for customer digital engagements - starting from contract signature, driving adoption through the customer lifecycle.
27. Monitor feedback from the marketing teams to improve process and promote efficiency.
28. Work with Digital CSM role to deliver campaign results analysis, best practices recommendations from adoption rates and customer feedback, with an eye towards documenting, training, and scaling Operations & Analysis.
29. Develop and enrich contact database for accuracy and completeness, and ensure Customer Success Managers and maintaining proper contract management.
30. Leverage metrics and research where appropriate to define and track performance against goals mapped to client objectives and targets, adjusting as new data comes in Identify, improve and communicate efficiencies across the Customer Success process.
31. Manage Account-Based-Marketing (ABM) program execution from marketing technologies, ABM campaign execution and process definitions perspectives.
32. Develop account intelligence, monitor customer risk signal activity, and engage with Customer Success teams for input on campaigns and program effectiveness.
33. Work with Customer Success Operations team to define and implement processes for reporting and analytics Organize a regular cadence of cross-functional meetings and business reviews to achieve key results and update stakeholders on these.
34. Own and ensure data compliance, including what and how to collect data and use of data, act as privacy council lead for Marketing (GDPR, CCPA, CASL).
35. Roll your sleeves up and be an active leader, building and managing a team of customer success managers whilst also working directly with our customers as the single point of contact/orchestrator.
36. Manage and grow the accounts of our VIP customers, identify opportunities to drive growth and retention across all customer segments by building and executing success plans and associated measurable outcomes.
37. Proactive adoption management; data led identification and execution alongside proactive customer conversations ensuring the customer is able to achieve their desired goals.
38. Lead the NPS, VoC and Customer 360 programs.
39. Work with the relevant teams including Product, Engineering, Sales and Marketing to share CX feedback.
40. Manage customer experience/CI projects driving towards our north star KPI targets.
41. Train and enable your team on the latest customer programs and processes.
