First things first: what is a Customer Success Manager? Also known as a “Customer Service Manager” or a “Customer Advocate”, CSM is a function that originated in the United States and is growing in Europe. A CSM’s role is to help customers reach their objectives through the solution they are offered, and to support them throughout the process by helping them develop their strategy around mobile messaging. A CSM’s goal is to optimize performance and in particular, to adapt the mobile channel to the existing marketing strategy. But what exactly is a CSM’s role at a start-up such as myElefant?
One objective: customer satisfaction
Here at myElefant, our CSMs day to day role is to make sure that customers are satisfied with our SaaS software and to keep up to date with their needs, requests, budgetary and time constraints and decision-makers. They also analyze all interactions between the customer and the business to continuously improve the software.
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The aim of this analysis is to bring new features to the software that increase the customer’s profitability. This approach commits the customer to a service relationship in which they participate in the improvement of the products they’ve bought. It also makes the relationship as sustainable as possible. For example, a CSM has regular meetings to present campaign feedback, focusing on areas for improvement and recommendations for optimizing future campaigns. Following this, he will set up test strategies with the customer and help them establish personalized, automatic scenarios.
He also presents the myElefant team with the market’s latest news, as well as product innovations. He’ll cover how best to use these innovations in our customers’ sectors and create value propositions. This involves conducting research and development in order to answer customers’ needs (whether it’s an advertiser or the end customer).
An important role for internal teams
It’s the CSM who makes sure that advertisers’ needs are known and understood in order to evolve the platform in the right direction. The CSM must also mobilize customer’s teams, making sure that they are trained and making full use of the platform. Internally, the CSM’s role is to bring together the teams around the customer strategy. Taking customer satisfaction to the next level involves instilling a positive culture and dynamic.
A brand ambassador and a trainer, one of the most important elements of this post is to be Agile and at ease with a wide variety of contacts. It’s all about understanding customers’ problems, adapting to them internally and delivering continuous improvement. At myElefant, customer satisfaction is at the heart of all we do. Get in touch to find out what our team can do for you.