Talk to us about the 3rd option. Option 1. Divide responsibilities amongst your existing at capacity team. Option 2. Start recruiting if you can make a business case, find the budget and justify the additional ongoing capex overhead. Option 3. Our Customer Success as a Service lets you on board once (1-4 weeks) then pay-as-you-go.
Founder + Chief Experience Architect @ Tavalé | Designing experiences that matter to employees and customers | Ex-Microsoft
🚨 What Happens When Your CSM Takes Extended Leave? 🚨 Customer Success Manager's (CSM) are vital to your maintaining client relationships, so do you have a plan for how things will run smoothly when they take extended leave, whether it's Parental Leave, Sabbatical, Long-term Medical Leave, Caregiving Leave, or Military Service. 🤔 Here's our recommended game plan to ensure seamless service and continued client success during these transitions: 1. Proactive Planning: Start with early communication and clear timelines to ensure clients are aware of the upcoming change and who will step in during the absense. 2. Transitioning Accounts: A designated backup or an interim CSM will be assigned to handle accounts. They will be briefed and prepared to take over, ensuring no disruption in service. 3. Knowledge Transfer: Thorough knowledge transfer, where the outgoing CSM shares all pertinent client details, current project statuses, and potential challenges with the interim CSM. 4. Regular Check-Ins: During the leave period, interium CSM conducts regular check-ins to monitor client satisfaction, address any concerns, and provide additional support as needed. 5. Continuous Communication: Clients will be kept in the loop throughout the entire process. Transparency is key to maintaining trust and confidence. 6. Welcome Back: Upon the CSM’s return, another smooth transition will occur to reintegrate them back into their role, including a comprehensive update on all client accounts. Taking care of team members during significant life events is as important as taking care of clients. With this plan, you ensure that both are in excellent hands. 💼💪 #CustomerSuccess #Teamwork #Leadership #ClientSatisfaction #EmployeeWellbeing #ParentalLeave #MilitaryService #Sabbatical #CaregivingLeave