Day in the Life: Customer Success Manager

Why is a Customer Success Manager necessary for B2B?

The work of a Customer Success Manager at CIENCE

  • Analysis of the buyer persona, customer’s product or service;
  • Planning the campaign, laying down the strategy;
  • Communication both with our clients and our employees involved in the project;
  • Collecting the reports from the project team and sending them to the client;
  • Making suggestions on the new campaigns for the client;
  • The organization of the working process;
  • Solving some general problems that might occur during the implementation of the project;
  • Reviewing the results of the current campaign and suggesting changes;
  • Reporting and analysis.

CSM’s project management at CIENCE:

  • Client’s company
  • Product or service we’ll be promoting
  • Individual requirements for the research and/or outbound prospecting
  • Expectations and goals
  • Brand awareness
  • Preparation for events (e.g., conferences)
  • Appointments
  • Contact list — as a rule, we ask our clients to order the research of leads from us. It’s the only way to secure quality leads and low bounce rates.
  • Email send outs organized in waves.
  • Calls to the leads who opened our letters or reacted out to them in any other way.
  • Follow-up emails.
  • Meeting set-ups.
  • Troubleshooting
  • Collecting feedback, ideas, and concerns from SDRs, researchers and clients
  • The weekly meeting calls with clients and SDRs
  • The monitoring of the campaign statistics and results — at least once a week
  • Planning and introducing changes if necessary*

The essential skills of an efficient Custom Success Manager

  • Excellent analytical skills
  • Strategic thinking
  • Good planning skills
  • Powerful communication and diplomacy
  • Gentle persistence and assertiveness
  • Ability to present their work
  • Management skills
  • Leadership
  • Stress resistance
  • Multitasking
  • Time management
  • Proactive

The Day in Life of a Customer Success Manager

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CIENCE

CIENCE

CIENCE offers managed services for lead generation. Our trained teams generate targeted leads and qualified appointments for your business. http://cience.com/