Totango

OCTOBER 20, 2022

Customer success managers are critical at SaaS companies, where they help deliver results that promote subscription renewals and upsells. They should be comfortable performing sales functions such as encouraging subscription renewals, upselling, and cross-selling. Coaching and training. Coaching and Training.

Management 91

Management Upselling Coaching Best practices 91

Voxjar

MAY 22, 2018

Ask to speak with the correct person/account holder (outbound). Account verification. Did your rep: Request account verification before offering account details. Use all required information to verify account (SSN, phone number, name, password, etc.). Follow correct procedure if account could not be verified.

Coaching 45

Coaching Scripts Calibration Telemarketing 45

TechSee

JUNE 16, 2022

If you want to stay ahead of the game, follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events – their enormous impact is bound to become a catalyst for change in the space. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

JULY 28, 2021

Suggesting upsells. While the conventional approach has been to assign one customer success manager per customer account, digital customer success platforms now make it possible for teams to administer success at scale by leveraging automation to deliver one-to-many success management. Conducting meetings with multiple team members.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

SharpenCX

FEBRUARY 24, 2023

Meet your customers where they are. How to Hyperpersonalize Customer Experiences Use data to understand your customers Make use of technology Support your agents Meet customers where they are Let’s take each of these a step further. For example: Use your highest performing agents to “buddy up” and coach their peers.

Banking 76

Banking Personalization Customer Experience Chatbots 76

SharpenCX

APRIL 28, 2021

Your agent’s purpose should transcend the target of answering interactions and meeting KPIs. Coaching your team leads to better business results. But Stevie used what she learned from him to coach up and acquire funding to expand the Rosebud Motel across the nation. And, the best managers spend 75% of their time coaching.

Management 67

Management Coaching Construction Contact Center 67

Call Experts

OCTOBER 5, 2023

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. By clarifying your business needs upfront, you can better align your choices with the contact center solutions that meet those needs.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

JustCall

AUGUST 7, 2023

Such a customer-focused relationship-building strategy fosters trust and credibility, which improves the probability of meeting sales objectives. This means that it takes into account customer preferences, purchase history, browsing patterns, etc., to recommend products and services.

Chatbots 52

Chatbots Sales Surveys Upselling 52

JustCall

DECEMBER 7, 2022

Annual revenue per user or account (ARPU/ARPA). It is the mean revenue from customer/account/product/service/geography over a specified period. Annual revenue per user = (Total revenue in a given period) /( Number of accounts/customers/ products for that period). Sales per rep or Quota attainment. Pipeline Coverage.

Analytics 52

Analytics Sales CRM Metrics 52

Call Experts

APRIL 8, 2024

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. By clarifying your business needs upfront, you can better align your choices with the contact center solutions that meet those needs.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

CustomerSuccessBox

FEBRUARY 28, 2022

This is the step in which you assist the customer who has recently purchased your technology in successfully implementing it to meet their business objectives. Some key points to consider at this stage in the LAER model are: Continue to educate customers about new product features and coach them on how to use the product more effectively.

Upselling 52

Upselling Customer advocacy SaaS Education 52

Global Response

JANUARY 31, 2024

The Health Insurance Portability and Accountability Act (HIPAA): HIPAA applies to call centers handling healthcare information , and ensures that patient’s data is protected. What’s more, it allows them to strategically upsell and cross-sell while fully remaining in line with U.S. After training, consistently monitor calls.

Call Center 62

Call Center Telemarketing Government Healthcare 62

CustomerSuccessBox

FEBRUARY 23, 2022

A customer success plan is a road map that your customer success team will follow to meet specific objectives. It’s all about coaching people to do things differently in customer success. Optimize your Account Expansion strategy. A customer account expansion strategy must be carefully organized in order to succeed.

Journey mapping 52

Journey mapping SaaS Upselling Accountability 52

CustomerSuccessBox

MARCH 11, 2022

The only thing that matters is the upsell or renewal of a customer—all it’s about is the money. Instead of bombarding the CSM or manager with demanding questions, leaders should adopt a coaching mindset. Growth Potential: The forecast for the CSM’s account growth or churn. What prompted your reaction?

Accountability 52

Accountability Benchmark Upselling SaaS 52

JustCall

MARCH 10, 2023

This includes offering one-on-one coaching, troubleshooting assistance, or access to a support team. Example: Here’s a possible customer onboarding workflow for a software-as-a-service (SaaS) product: Step 1: Sign-up – The customer discovers the product, visits the website, and signs up for an account.

Customer Support 40

Customer Support Feedback Upselling Accountability 40

SmartKarrot

OCTOBER 3, 2022

Recruit, hire, mentor and coach Customer Success team members. Mentoring and coaching cover both Customer Success practices and processes as well as industry and solution expertise. Work with Account Director on potential target client list and sales strategies. Grow usage of BrightEdge within each account.

Upselling 19

Upselling Coaching Best practices Consulting 19

SmartKarrot

AUGUST 30, 2022

Role: Director of Customer Success Location: Chicago, IL, US (Hybrid) Organization: Grubhub As a Director of Customer Success, you will manage the stellar Corporate Accounts Client Success team, overseeing all new client implementation, client retention, satisfaction, and client up-sells for the Grubhub’s corporate accounts team.

Upselling 19

Upselling Coaching Accountability Engineering 19

Mindtouch

SEPTEMBER 27, 2018

Keri joined MindTouch as a Strategic Customer Success Manager (CSM) and quickly adapted to meeting customers’ needs and handling a portfolio with some of MindTouch’s most high-touch customers. After spending the past 14 years in account management and customer success , Keri sought to work in software, leading her to MindTouch.

Management 80

Management Best practices Upselling Coaching 80

SmartKarrot

NOVEMBER 30, 2022

Role: Customer Success Director Location: Edmonton, AB, Canada (Hybrid) Organization: Drivewyze As a Customer Success Director, you will lead, coach, and mentor a high-performing team accountable to manage the deployment of software for the customer fleet organizations. Apply here: [link]. Assist in onboarding new customers.

Coaching 19

Coaching Accountability Upselling Metrics 19

SmartKarrot

APRIL 6, 2023

Own important team KPIs, including as renewal forecast, activity management, upsells, adoption, and churn Rate the effectiveness of adoption strategies to accelerate value realisation and shorten time-to-value for our products. Manage a high-performing team in DACH and Western Europe by recruiting, coaching, and inspiring them.

Coaching 19

Coaching Upselling Accountability Engineering 19

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). Hence, a CSM should coach the customers to use the sticky features as it will lead to the customers achieving their goals faster and also increase product adoption. Create upsell opportunities.

Management 67

Management Upselling SaaS Sales 67

SmartKarrot

NOVEMBER 8, 2022

Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Proactively guide the performance of each team member against pre-defined KPIs and mitigate risks through skills coaching as required. Recruit, hire, mentor and coach Customer Success team members.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

Global Response

JULY 23, 2023

Our world-class employees receive the best-in-class training and coaching so they can eat, sleep, and breathe your brand. Sky-High Costs The Problem: Adding on a call center creates yet another line item that must be budgeted and accounted for—and in today’s economy, that’s a difficult problem to get around.

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

SmartKarrot

DECEMBER 6, 2022

Role: Director, Customer Success Location: Open Hall, NL, Canada Organization: Security Compass As a Director, Customer Success, you will hire, coach, and develop a high-performing CS team to drive adoption, health, and retention. Nurture relationships with key contracts in critical accounts. Apply here: [link].

Coaching 19

Coaching Education Government Upselling 19

JustCall

MAY 4, 2023

Meetings scheduled How many meetings did each rep schedule with prospects? Foster a culture of accountability, transparency, and meritocracy within the team. Evaluate and enhance your offerings to meet evolving customer needs. Devise a strategy for upselling and cross-selling. Take prompt steps to address concerns.

Sales 52

Sales Metrics Analytics CRM 52

JustCall

MAY 4, 2023

Meetings scheduled How many meetings did each rep schedule with prospects? Foster a culture of accountability, transparency, and meritocracy within the team. Evaluate and enhance your offerings to meet evolving customer needs. Devise a strategy for upselling and cross-selling. Take prompt steps to address concerns.

Sales 52

Sales Metrics Analytics CRM 52

SmartKarrot

SEPTEMBER 19, 2022

Coaches crew to strategically navigate organizations, internally and externally, with strong commercial orientation; deeply understands clients’ needs, types of buyers, and how to identify and drive growth opportunities. Manage a portfolio of accounts with a focus on renewals and upsells conversations.

Upselling 19

Upselling Technical Support Accountability Coaching 19

SmartKarrot

MAY 6, 2022

Maintain the CSM Playbook which covers all necessary tactical and strategic team initiatives, e.g., account hand-off and kick-off, success plans, engagement levels, strategic business reviews, etc. Drive and manage the weekly red account escalation process for clients through to resolution.

Journey mapping 19

Journey mapping Coaching Government Upselling 19

SmartKarrot

AUGUST 29, 2022

Role: Senior Customer Success Manager Location: Boston, MA, US Organization: LeanIX As a Senior Customer Success Manager, you will be responsible for the retention of customer accounts by ensuring continuous communication and relentless support and guidance. Ensure a successful and robust onboarding experience for all new customers.

Best practices 19

Best practices Call Center Benchmark Government 19

SmartKarrot

JANUARY 13, 2023

Proactively work with the sales team on upsells and expansion opportunities while mitigating potential churn risks. You’ll participate in webinars and the creation of case studies, present at company meetings, and write blogs and articles. Think strategically to establish, maintain, and plan on how to maximize platform satisfaction.

Upselling 19

Upselling Best practices Engineering Coaching 19

SmartKarrot

APRIL 1, 2022

Role: Customer Success Director, WordPress VIP Location: Remote, United States Organization: Automattic As a Customer Success Director, you will be responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.

Upselling 19

Upselling Engineering Accountability SaaS 19

CSM Practice

MARCH 18, 2019

CSM main goal is to improve client retention and upsell of services. Customer success can be defined as a proactive , real-time sales approach consisting of building relationships with existing customers, in-depth understanding of their company and product goals, and helping the customer meet those goals through regular contact.

Management 49

Management Upselling Coaching Accountability 49

SmartKarrot

MARCH 15, 2023

Role: Director, Customer Success Location: Houston, TX, United States (Remote) Organization: Innovapptive Inc As a Director of Customer Success, you’ll ensure great client happiness, adoption improvements, retention, and expansion, you should lead and manage the customer success team of strategic accounts.

Upselling 19

Upselling Engineering B2B Accountability 19

SmartKarrot

DECEMBER 17, 2021

Provide feedback and input to the product teams to help guide the development to meet current customer needs. Create account plans for your portfolio of customers, with the aim to create genuine value and maximize revenue potential. Identify opportunities for account growth within your managed accounts.

Upselling 19

Upselling Revenue potential Accountability Coaching 19

SmartKarrot

JANUARY 27, 2022

Role: Head of Customer Success Location: San Francisco, CA, US Organization: Fathom As a Head of Customer Success, you will manage and monitor the client-side of the implementation process, delivering best-in-class client service and meeting every milestone. Provide reporting on account progress and forecasts.

Upselling 19

Upselling Enterprise Accountability Feedback 19

SmartKarrot

APRIL 6, 2023

Own important team KPIs, including as renewal forecast, activity management, upsells, adoption, and churn Rate the effectiveness of adoption strategies to accelerate value realisation and shorten time-to-value for our products. Manage a high-performing team in DACH and Western Europe by recruiting, coaching, and inspiring them.

Coaching 15

Coaching Upselling Accountability Engineering 15

SmartKarrot

DECEMBER 2, 2022

Role: Customer Success Manager Location: Sydney, New South Wales, Australia (Hybrid) Organization: Jenkin Beattie As a Customer Success Manager, you will develop and manage key accounts achieving mutual goals whilst seeking growth within each account. Retain and grow client base through identifying cross/upsell opportunities.

Customer advocacy 19

Customer advocacy Upselling Accountability Coaching 19