CONTEXT / SCOPE
This SOP is meant for new CSMs, as it will guide them through all Customer Success processes. Please note that anything about job descriptions and expectations can be viewed in the CSM plans, and should be discussed with your direct TL (Team Lead)
IMPACTED TEAMS
Core CSM Teams
Strategic CSM Team
CS Operations
GLOSSARY
CRED SOFT - Self-Managed Credentialing Software (Credentialing Software)
CRED SERV / FMC - Fully Managed Credentialing Service (Credentialing Service)
CSM – Customer Success Manager
LMS- Learning Management System
Opp - Opportunity (where RSM registers the process of sales and information about the purchased product.)
SF - Salesforce
TL - Team Lead
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RESOURCES CSM Plans |
TABLE OF CONTENTS
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We will divide the CS Account Management lifecycle in the following categories:
Onboarding
This is the starting point for all new accounts. CSMs get accounts assigned to them depending on their role, and it is their duty to provide the customers with the correct expectations, information and experience. A great start sets off to a strong foundation for our relationship with customers. Onboarding consists of the following stages:
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MT-CS-003-03: Credentialing Software Training
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Adoption and Relationship Improvement
This stage is what follows Onboarding in the account management lifecycle. We check in on how our relationship with our customers is so we can:
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Recommendation of any business comes through contacts and connections. This SOP applies to all employees within the Sales and Customer Success Operations department who are responsible for managing customer references. Lastly, it covers the process from the initial request for references to the final delivery of reference information to the Sales teams.
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Account Tasks
Outside of general account management, questions, and support tickets, there are other tasks to perform as a CSM:
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MT-CS-018: SSO Services and HRIS Integrations
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Other Types of Accounts
Outside of our regular Learning, Compliance and/or Credentialing accounts.
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Hand-offs
This section has to do with anything involving reassignments, your absence during days off, and what to do when a customer will leave MedTrainer completely.
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MT-CS-016: Out of Office Hand-off
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CS Compliance
This means compliance within the department, to make sure that your role is performed to the best of your ability. Also, you have full freedom to reach out to CS Operations in case something is not working, or if something can be improve.
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Tracking improvement
Account management and organization
Having communication proof
Avoid any communication or information gaps
Higher chances on successful SOP compliance
MT-CS-014: Communication TrackingOutreach Setup & Management
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Role-Specific SOPs
Our Customer Success Managers have been segmented into three major groups:
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