In a perfect world, everything would work exactly like it’s supposed to. Unfortunately, we do not live in a perfect world and therefore we face problems daily. Thankfully there are certain groups of elite tasks force that work behind the season to ensure that these problems are turned into solutions, keeping the brand of their company respected and trusted by their customers.
What is this elite force you may ask? The answer is Customer Success.
This past week I had the privilege of interviewing a member of this task force to learn exactly what goes on in this role. Zach Martin is a Digital Marketing Specialist at Click Up Project Management, with experience and success in the role of Customer Success.
What made you choose to pursue this role?
“It’s a really great way to get your foot in the door, especially if you are looking into moving to a different role.”
This is an ideal potion for one to show their ability to accomplish that which they have committed to.
Zach started his career working in customer success and is now in a digital and content marketing role. Starting in Customer Success allowed Zach to get a foot up in his business career.
What skills and training are required to fill this role?
“The most important skills are being empathetic and having great communication.”
This is a role that requires one to effectively communicate and present their points to the customer in a concise manner, to help them with the problem they face. Being able to understand the customer’s position will help you help them.
One’s ability to communicate via email is a must-have skill since the majority of your customer interaction will be in this form. With that said, face-to-face communication is equally significant since this is how you will be working with you team members daily.
What is the greatest challenge?
“Being able to put yourself in the customer’s shoes.”
Looking at each customer interaction with the mindset of seeking out and solving any problem that they face is how one should face every situation in this role. Just as a detective both discovers and delivers the solution to their client, so a customer success agent has to determine exactly what is the problem and how it can be fixed.
What is the greatest gain?
“The ability to effectively communicate.”
Though this is a skill one must have at least a bit of experience in, as we described in question 2, it is also the skill which one profits the most form improving. Learning how to communicate with people from different backgrounds and cultures in a way that allows you to help them reach their desired goal is the daily reward of customer success.
What does your day to day tasks look like?
“Be very open to the customer and willing to help.”
Since this is a role that requires one to do different tasks and wear multiple hats, such as answering emailing, calls, or chats, one’s day to day routine will depend on their company and their specific responsibilities. With that said, regardless of whether you are answering a call or responding to an email, your main agenda is to help your customer and be open to understanding their situation.
“As soon as you stop caring about the customer, you won’t be successful.”
What is the significance of Customer Success as a whole?
“Customer success is probably one of the most important, and most overlooked roles in a company.”
Almost every time a customer contacts a company they will be working with a customer success agent. This interaction will determine how that customer views the company as a whole. This role holds the responsibility of preserving the image of a company. A customer that feels successful in their experience with a product is what makes a successful company.
What does it take to succeed in this role?
“A combination of communication skills and a desire to improve how the customer sees the product.”
If you do not believe in the ability or the mission of your product then you will be unable to show your customer the significants of those abilities and that mission. You must first be a believer before you can convince someone else to believe, especially if that person is facing difficulties. Therefore, a customer success agent must have a strong belief in the product while also having the ability to communicate that belief effectively to the customer to help them reach a solution.
If you could give one piece of advice to a young person considering this role, what would it be?
“Go in there and kick A**”
This role can open doors for many different roles and opportunities. Often this will be one of the only roles available at a company, making it ideal for getting one’s foot in the door. Once inside the company, one can then give their all and become noticed by their advisors.
Call them ninjas, spies, or secret forces. These are the people whose main mission is to keep chaos in check and ensure that their customers reach complete satisfaction with their product. These are Customer Success Agents.