Restrictions and regulations are changing quicker than you can imagine. Covid Pandemic has caused severe implications for humans in general. And in this attack, businesses are under mayhem as to how should they place their next move. In such a case, the customer success niche too is gearing up. This is where the picture of a remote customer success manager comes into play.
A CSM’s job implies rendering the clients with the much-needed vessel of reassurance. It is they who should teach the clients to be proactive and ways to augment adaptability. So how to succeed as a remote customer success manager in the Covid era? This is your first clue to get you thinking:
- Render Value
- Define a protocol for Communications
- Reassure your clients
- Set your targets
- Train and Groom
Understandably, budgets and priorities have shifted during this global pandemic. And so has the CSM’S roles and duties. Let’s see what he can do to achieve success during the pandemic.
1. Render Value
As a CSM who works remotely, providing clients with insightful feedback gives you the ticket to success. Knowing what to do in this uncertain time is more valuable than anything else we could offer. Therefore, try to look at the client holistically, and not just from the monetary facet.
Strive to provide peace of mind, a sense of stability, and data-driven recommendations and feedback. Because at the end of the day, it will all simmer down to the quotient of customer stickiness. The ones who stay with you despite the pandemic pangs are here to stay. Hence, serve them value.
2. Define a protocol for Communications
As remote customer success teams are delving deeper into a ‘work from home’ culture, this means it is time to define boundaries. Simply put, you might have to turn off all the notifications for a certain time. You can also mute all of your other engagement platforms, say, while you are on a call.
It tends to become a lot easier when the whole team unites. This later prevents any unnecessary burnout and ensures that you all are on the same page, maintaining a healthy work-life balance. All of which means you will have to just communicate better.
Asana is a useful tool that comes to rescue. It not only supports you to plan your assignments, add ownership, and communicate in context. And if it is meeting-o-clock, you can always go on to Zoom for a longer-timed interaction with your team members.
3. Reassure your clients
It’s a given that our customers are panicked and everything is high urgency. They are coming to us for direction and leaning on us to be a good, consultative partner through this uncertain time. And in such a case, almost every client wants to pause and halt everything.
While stopping everything could end up being a hasty decision, it’s better to strategize. Note that it is not the time to pump the breaks, but to push through. Ensure that the customers stay informed. Route the client interactions early and often. And pivot their communication style to stay relevant.
4. Set your targets
Chalk out a plan on how to proceed remotely. Times when all of your employees are scattered, perhaps the best tip you can curtail is to bind them with a united customer success key metrics. Some of these include putting a laser-beam emphasis on the current customer engagement strategies that are affecting the revenue generation.
Further, you can take a sneak peek into some of the adoption metrics such as feature adoption data, frequency of the product usage, and test it by using the net promoting score, NPS. This will also let you know what improvements can be made to maximize their value.
That is not all, you will always need to have data on the outcome metrics with you. This might include renewal risks and rates and can tell you the amount of value your customers are getting from your product. It can help you plan out and make changes to whatever you need.
5. Train and Groom
The first step towards making a remote CSM into a top performer is providing thorough training as a part of their onboarding. Note that they aren’t going to have the advantage of sitting next to people who are doing the job, hence, it is training that needs to be comprehensive.
You can begin by regularly training them on a couple of features. This could include product updates, new initiatives, and process changes. Hold remote team members accountable for their time by reviewing their activities, goals, and progress in weekly one-on-one meetings.
Also, keep your boat intact if met with a storm. Simply put, when difficult coaching situations arise, make sure you tackle them quickly, directly, and if they are serious, in person. Get on the right foot with effective training and see the significant changes happening.
To truly succeed as a remote customer success manager, your focus should be two-fold. One is making the leaders feel home and the other ensuring they are aware of their jobs. One of the best ways to make them feel connected is to use video conferencing tools for all of your meetings, including one-on-ones.
Make the best use of digital platforms, and remain connected and in-sync with your team. This should be very much embedded in your company’s mission and vision statements. As we all are quite uncertain about the pangs of Covid, its best to convert our part of our lives into the remote ‘work from home’ culture for a while.
As we are on the verge of dipping our toes into the wave of the future, it is best if we are prepared with a remote customer success team. Come what may, religiously following these tried-and-tested ideas for remote customer success can truly bulge out a positive impact on your team’s efficacy.