Pulse Europe 2016 - How to train and develop Customer Success Managers in EMEA
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HOW TO TRAIN AND DEVELOP CSMs ACROSS EMEA ‘16 Ruben Rabago Gainsight Emilie Dubau DoubleDutch
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Transcript of Pulse Europe 2016 - How to train and develop Customer Success Managers in EMEA
HOW TO TRAIN AND DEVELOP CSMs ACROSS EMEA
‘16
Ruben Rabago Gainsight
Emilie Dubau DoubleDutch
WHY IS THIS SESSION IMPORTANT?
What do they want?
WHY IS THIS SESSION IMPORTANT?
Wewanttogrow!
6months&200employees
205hoursoftraining
+3500videosviewed
WHY IS THIS SESSION IMPORTANT?
What happened when we finally launched our training center?
WHAT IS YOUR MAIN CHALLENGE?
What is your main challenge when it comes to training and developing your CSMs in EMEA?
A. Lackof2me&budgetB. LowemployeeengagementC. Failuretoiden2fyneedsD. MissingdedicatedtrainingresourceE. Deficienttechnologicalinfrastructure
HOW TO TRAIN AND DEVELOP CSMs ACROSS EMEA
HowtotrainanddevelopCSMsacrossEMEA(remoteoffices)whenyouhavenoresource,nobudgetandliLle2me
5 TIPS
1. Hirediverseprofiles
2. Buildastructuredbutcrea2veonboarding
3. Harnessthepowerofpeer-to-peertraining
4. Curatefreestuff
5. ConstantformalisedfeedbackwithKPIs
1. HIRE DIVERSE PROFILES
Juniors&SeniorsDifferentskillsSamevalues/culture
2. BUILD A STRUCTURED BUT CREATIVE ONBOARDING
ClearGoals
ScavengerHunt
“Buildyourownapp”
Quiz
3. HARNESS THE POWER OF PEER-TO-PEER TRAINING
Expert-leadtrainingsRole-relevantBuddyProgram
FOCUS ON THE BUDDY PROGRAM
● Notmymanager● Listentocalls● Askques2ons● Givefeedback● TeamBuilding
4. CURATE FREE STUFF
NewsleLers,meetups,webinars
TeamCura2on
KnowledgeBase
5. CONSTANT FORMALIZED FEEDBACK
Weekly,Quarterly,AnnuallyDefinedskillsClearKPIs&jobpathing
FOCUS ON OUR CSM SKILLSET Below Meets Exceeds
3 = Meets requirements
FOCUS ON KPIs
● NPS
● CSAT&ClientFeedback
● Workload
● Quizzes
● Peer-to-PeerFeedback
● S.M.A.R.T.Goals
RECAP
1. Hirediverseprofiles
2. Buildastructuredbutcrea2veonboarding
3. Harnessthepowerofpeer-to-peertraining
4. Curatefreestuff
5. ConstantformalisedfeedbackwithKPIs
Thankyou!
Appendix
MY CURATED FREE STUFF
NewsleLers/Blogs● GlideConsul2ng● Gainsight● Totango● CustomerSuccessAssocia2on● Amity● FirstRoundReview
● TSIA
Books● CustomerSuccess(Gainsight)● BuilttoServe:YourCustomerSuccessPlaybook
(GlideConsul2ng)
Communi2es● SuccessHacker● LinkedIngroup● Meetups(PulseLocal)
Podcasts● SaaStrOfficialPodcast● StrengthsinAc2on● TheModernCustomer
