{"id":2440,"date":"2021-10-30T16:47:28","date_gmt":"2021-10-30T05:47:28","guid":{"rendered":"https:\/\/greatpeopleinside.com\/australia\/?p=2440"},"modified":"2021-10-30T16:47:28","modified_gmt":"2021-10-30T05:47:28","slug":"retention-revenue-and-return-why-its-important-to-identify-and-hire-top-customer-success-talent","status":"publish","type":"post","link":"https:\/\/greatpeopleinside.com\/australia\/retention-revenue-and-return-why-its-important-to-identify-and-hire-top-customer-success-talent\/","title":{"rendered":"Retention, revenue and return: Why it\u2019s important to identify and hire top Customer Success talent"},"content":{"rendered":"<p>Over the last ten years or so, cultural trends and customer expectations have combined, resulting in more and more businesses prioritising customer success.<\/p>\n<p><span data-preserver-spaces=\"true\">Recent <a href=\"https:\/\/successcoaching.co\/blog\/jobs-report-june-2021\">research<\/a>\u00a0reports that there has been an increase in the total number of open Customer Success jobs for the first time since February. In June, there were 6,515 available Customer Success jobs posted. This number was nearly 500 more than in May.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Regardless of the organisation\u2019s size, gone are the days of Sales and Marketing departments only delivering the business goals. Today it\u2019s critical to have the customer success department straddling sales and marketing to achieve your deliverables.<\/span><\/p>\n<p><strong>Customer Success versus Customer Service<\/strong><\/p>\n<p><span data-preserver-spaces=\"true\">Most customer support roles tend to be reactive as they respond to inbound customer requests, complaints and issues. The opposite tends to be the case when it comes to Customer Success roles.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">These roles are focused on working proactively in partnership with customers post-sale to ensure maximisation of the product or service value delivered to the client and head off any issues before they fester. It\u2019s key that Customer Success delivers a positive customer experience and creates a close professional relationship.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">If done correctly, Customer Success\u2019s broader and essential role leads to business success. It\u2019s also a vital contributor to customer loyalty. When you help your customers succeed, they become promoters and advocates of your business. Customer Success is connected to your bottom line as it: <\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">minimises customer churn rates, <\/span><\/li>\n<li><span data-preserver-spaces=\"true\">improves renewal and satisfaction, <\/span><\/li>\n<li><span data-preserver-spaces=\"true\">and in turn, boosts revenue.<\/span><\/li>\n<\/ul>\n<h4><strong>Murphy\u2019s law<\/strong><\/h4>\n<p>&nbsp;<\/p>\n<blockquote><p><span data-preserver-spaces=\"true\">Edward Murphy Jr. was an American aerospace engineer who worked on safety-critical systems and was born in 1918 in the Panama Canal Zone. He is best known for his namesake Murphy\u2019s law, stating, \u201cAnything that can go wrong will go wrong\u201d.<\/span><\/p><\/blockquote>\n<p>&nbsp;<\/p>\n<p><span data-preserver-spaces=\"true\">While Customer Success done well offers a significant commercial advantage to a business, if done poorly and with Murphy\u2019s law at times coming in to play significantly affects business factors.\u00a0\u00a0<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">But what can possibly go wrong with Customer Success?<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">For starters, to maximise productivity, organisations may allocate too many client accounts to one team or representative to look after. Or weight incentives are heavily towards revenue generation. Or worse still, wrong people are assigned to the role.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">Spend any time with a sales organisation, and you are likely to hear a similar story\u2014a story about a consistently top-performing sales rep who failed to make the transition to sales manager.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">And the reason? The skills and attributes required as a successful salesperson are vastly different to those needed to be a top manager. The same is true applies to Customer Success Managers.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">The abilities and traits required to be a successful Customer Success Manager are many and varied, and selecting the right people for this role certainly presents risk elements.<\/span><\/p>\n<h4><strong><span data-preserver-spaces=\"true\">What makes a great Customer Service Manager (CSM)?<\/span><\/strong><\/h4>\n<p><span data-preserver-spaces=\"true\">Firstly, there is no one size fits all. Industry type and service or product offering contribute to answering this question. CSM\u2019s usually possess broad business experience. It\u2019s not uncommon for people with backgrounds in sales, support, presales, project management, and even marketing roles to have made successful CSMs.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">When we ask managers what makes a great CSM, they usually tell us their best people are proactive and tend to have similar traits such as:<\/span><\/p>\n<ul>\n<li><span data-preserver-spaces=\"true\">Great at managing stress<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Resilient<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Empathetic<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Customer-focused<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Sincere<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Keeps promises<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Positive attitude<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Calm in a crisis<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Self-assured<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Socially relaxed<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Strong reasoning and analytical ability<\/span><\/li>\n<li><span data-preserver-spaces=\"true\">Great communicators<\/span><\/li>\n<\/ul>\n<p><span data-preserver-spaces=\"true\">It\u2019s quite the laundry list. The complex nature of backgrounds combined with the challenge of pinpointing the varied attributes that align with your business and service offering is where many organisations fail.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">In fact,\u00a0<a href=\"http:\/\/www.sciepub.com\/reference\/14918\">studies<\/a>\u00a0tell us that failing to get the right person that fits your organisation will result in a decrease in productivity, higher levels of staff turnover and high levels of job-related stress.<\/span><\/p>\n<h4><strong>Determine the requirements and spot the people<\/strong><\/h4>\n<p><span data-preserver-spaces=\"true\">The challenge for organisations today, especially in the current tight market, is identifying the best potential CSM\u2019s. Typically, in our work, we observe many organisations that rely on the job description, resumes and reference checks when making hiring or redeployment decisions. And this then results in a high level of three out of four recruits who just aren\u2019t the right fit.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\"><em><strong>It\u2019s a case of \u2018rubbish in = rubbish out\u201d. If we don\u2019t have the right information,<\/strong><\/em><\/p>\n<p style=\"text-align: center;\"><em><strong>how can we possibly make the right decision?<\/strong><\/em><\/p>\n<p>&nbsp;<\/p>\n<p><span data-preserver-spaces=\"true\">We have worked with many clients using our next-gen tools and helped them profile the critical success attributes that establish fit for a role. Using our 4-step robust process, our clients in the main enjoy a 3-fold increase in pinpointing top people that excel, 47% reduction in team turnover and a significant increase in productivity.<\/span><\/p>\n<p><span data-preserver-spaces=\"true\">The war for talent is in play right now in Australia. You owe it to you and your business to remove the higher risk of getting it wrong.<\/span><\/p>\n<p>Contact <a href=\"https:\/\/greatpeopleinside.com\/australia\/contact-us\/\">Great People Inside<\/a> if we can help recruit your next CSM or top performers for other important roles to benefit your organisation.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Over the last ten years or so, cultural trends and customer expectations have combined, resulting in more and more businesses prioritising customer success. Recent research\u00a0reports that there has been an increase in the total number of open Customer Success jobs for the first time since February. In June, there were 6,515 available Customer Success jobs [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":2449,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[67,14],"tags":[108,82,66,89],"class_list":["post-2440","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-leadership","category-news","tag-customer-success","tag-gr8pi","tag-great-people-inside-platform","tag-recruitment"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Retention, revenue and return: Why it\u2019s important to identify and hire top Customer Success talent - Great People Inside Australia<\/title>\n<meta name=\"description\" content=\"The role of a Customer Success Manager is connected to your organisation&#039;s bottom line and through several factors can lead to business 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