Inside The Mind Of A Customer Success Rep

After researching the expectations and responsibilities of the average customer success representative. I believe there are a few things that are needed to perform well in this role. Customer success is a vital part of any business and without the right people doing the job, your company can fall apart. Here are five traits I believe to be imperative to the success of anyone in this role.

1 - Relatability 

A good customer success rep must be relatable. Taking the time to listen and discern what the true needs and wants are of the customer.  It is necessary to be able to think ahead of the sale or the process and know the right questions to ask and attempt to find common ground with the customer. Can you put yourself in the situation/shoes of the client?  If you were in need or desire of what your company had to offer, how would you want the process to go, and to what depth of the conversation would you need or be comfortable with in order to make the decision. These are questions you must be able to answer by putting yourself inside the mind of your clientele in order to provide the best experience possible

2 - Integrity

Truth in the representation of the product/service is very important, It is imperative that you’re not bashing the competition, especially on false pretenses. Instead focus on what is superior about your product/service. A representation based on half-truths or misrepresentations will reap long term disaster in the future.  The tentacles of such will far outreach the expediency of the sale or the quick buck that your company made. 

3 - Value creation

In order to do well in this role you need a willingness to provide a value-added service to your product. Can you provide the customer with more than they expected? Will the customer feel that they received more than they paid for, even if it is in the form of a non-tangible item. This requires more time, more consideration, more helpful advice, and  added use of product via demonstration/ information. All around it requires more effort put into your job.

4 - Consideration

 A good working habit to possess is to understand the value of time. Your time, and the customer's time.  Punctuality, keeping appointments and valuing resources will show through to the client. Understanding the value of your own time will give you the wisdom to know where your best efforts should be spent.  It’s very important to be considerate of your client’s schedule while still making yours open for them when they need you. By valuing the customer's time you will often outperform their expectations and set the stage for a good working relationship.

5 - Teamwork

In the business world, the role of sales is often seen as the most valuable to a company, but it isn't in and of itself the most important role, even if it is the profit generator. Customer success is the backbone that keeps things held together. Your clientele are the life force of your business, and without your customer success team, things can fall apart very rapidly. There are many steps to get to your role, many people contributed and much effort was put in place to help you be successful.  Working in conjunction with all staff, being considerate of their contribution, and remembering that you represent all of them to the end-user. A sales position is a customer service position and a client retention position, but most importantly, you are the outside face representing your company as a whole. That’s why it’s important to work together with your team to create a positive image for your business.

These 5 character traits are extremely important not only to your success in this role, but also to your companies success. Without them, your client base is liable to disappear.

-Braden Schmidt 10/14/2019