"Alone we can do so little; together we can do so much." – Helen Keller
Customer Success teams understand the constant pressure to deliver a positive customer experience and drive growth. But with a never-ending to-do list and limited resources, it can be challenging to keep up.
This is where Customer Success Operations (CS Ops) comes in.
This article is an introduction to how you can leverage the power of CS Ops to help scale and maximize the impact of your CS team.
In a nutshell, Customer Success Operations help optimize the Customer Success function, working behind the scenes to ensure that existing customers are retained and new customers get maximum value from the product. While CS Management focuses on the execution of the customer journey, CS Ops plans and ensures that the execution is intelligent (data & technology) and optimized (systems and processes).
CS Ops can be seen as an assistant role, helping Customer Success deliver a seamless experience, and a managerial position, overseeing the operational activities that keep everything running smoothly and optimized.
Ultimately, CS Ops is critical in helping Customer Success deliver the best customer experience.
Everything related to the customer experience falls under the purview of the CS Ops team. Below are some of the typical responsibilities of CS Ops.
CSMs have a lot on their plate. Customers need quick resolutions to their problems, excellent technical support, constant information about the data that matters to them, and weekly or monthly conversations to better understand next steps. The CSM is the first person the customer reaches out to. Every customer expects solo attention from the CSM. At the same time, the organization expects the CSMs to increase their revenue by reselling, upselling, and strategic planning.
Uff!! So much work for a single role.
The CSM needs a CSM to help them out. The CS Ops team plays this role. Your CSMs are the face of your brand and the key point person for existing customers. They're what everyone sees first. Your customers may not even know CS Ops exists, but without them, your CSMs would have a significantly harder time achieving their goals.
The hiring of the CS Ops team depends on many factors.
Here are some typical signals that it may be time to invest in CS Ops.
CS Ops can have various roles like any other department depending on your experience, skills, education, and expertise. The structure also depends upon the industry, business revenue, number of customers, and customer needs.
Several key roles can be involved in ensuring CS Ops functions effectively.
Based on the industry and experience, various CS Ops roles have different salary ranges. The reporting of the roles also depends on the internal hierarchy followed by the organization.
The specific roles and responsibilities of the CS Operations lead always depend on the maturity and function of the business.
The following are crucial skills, knowledge, and attributes that help you excel in CS Operations.
If you're transitioning to an operational management role, the skills you can showcase will boost your chances of success. Here are various ways to showcase your skills while applying for the CS Ops role:
Make sure to highlight your skills within a professional summary. Go through the job description and include your operational skills relevant to the requirement. This shows that you are fit for the role. The employer needs to see how your qualifications and skills match the requirement.
In the cover letter, write about how you will contribute using the examples from your current role and position. The employer should be able to make out that you have the capacity to fulfill the desired position and make an impact.
You must highlight the operations management skills from your experience and role. Talk about what issue you faced and how you solved it using your skills. Use the storytelling technique to get the interviewer's attention and engagement.
Do not hesitate to share your achievements and recognitions. You can relate the achievements with your skills and experience. Also, mention the way you learned and developed that skill. This shows that you are forever ready to learn.
Remote working comes with many challenges like lack of motivation, technical tools giving problems due to lack of centralized infrastructure, lack of team spirit, and missing support from team and colleagues. In the role of CS, tech touch has increased the expectations of customers. The CSMs are still working on all their defined responsibilities and delivering digital experiences.
Onboarding, collecting data, Customer reviews, everything is to be managed digitally. This is where the CS Ops role comes into the picture.
Strategic CS Ops teams can be called the foundation of a proactive Customer Success function. The CS Operations role makes the CS function more efficient and productive by taking up routine tasks and helping the CSM to focus on proactive measures. It is essential to introduce CS Ops at the appropriate time in your organization to achieve the desired results.
Without CS Ops, the CSMs would not have the bandwidth required to measure the success of each account. If the CS Ops team does not share the data-based insights, decision-making can become a nightmare for the CSM. CS Ops provide the CS function with the right information at the right time, which helps to make decisions with much clarity.
Explore the transformative power of storytelling in customer success. Discover how narratives can elevate your business strategies and create deeper connections with your audience.
Tracing the path to CS leadership, uncovering essential skills and strategies, and exploring the day-to-day of a CCO – delve into these key insights in this edition of Dear Insider.