Technical Skills, Emotional Intelligence, Understanding Customer Data, Being a Team Player, Project Management, Communication and Product Understanding. These are the 7 key skills that Industry experts have suggested as the Top 7 Skills that every CSM(Customer Success manager) should know/have.
On the Panel, we have Shankar Sahai, Prashanth Singh & Vinod Varma who’ll further discuss these 7 skills to help us understand how each skill will help you become a better CSM!
Here is a small excerpt from the video:
Technical Skills: “There is an ongoing debate whether technical acumen is good to have skill or a must-have skill. Certainly, a must-have skill for most if not all SaaS products”
Emotional Intelligence: “encompasses Self-awareness, Social skills- Being friendly but asking tough questions, empathy for the customer but having a desire to push internal teams”
Understanding of customer data and analytics in the context of crisis & opportunities.”Smartly picking & using tools for the job that empower them and increase their productivity”
Team player: “must know how to work as a team. Very underrated. But can be the difference between success and failure”
Project management skills: “includes managing your own time but also being able to keep others on track including customers”
Communication: “Not everything is handed in a customer-facing manner, CSM must be able to work with any sort of documentation and make it useful for a customer”
Desire to learn the product- “be willing to work at it to the point where you are considered a ninja at it”