Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?
Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?
A Customer Success Manager collaborates with a Customer Success Specialist (CSS) when encountering a technical solution adoption barrier. The CSS has a highly focused role with deep insights into the products the customer has purchased. They leverage available data and share critical technical insights to help ensure that customers can overcome any adoption barriers they encounter.
Customer Success Specialist?
I agree I think it's A
How about D? From DTCSM describes " CSMs can identify where customers are getting stuck and how product managers can improve the product to adapt to the needs of their customers. "
The Customer Success Specialist (CSS) role is a highly critical, strategic advisor and technical specialist that engages with customers to accelerate their adoption of Cisco products & solutions that transform their business and drive business outcomes.
A - CSS. According to the Cisco Blackbelt training: CSS is a highly focused role with deep insight into the products the customer has purchased. The CSS shares insights with the customer while leveraging available data to help ensure that the customer can overcome any barriers they may have encountered.
Foundations of Customer Success - eBook: Customer Success Specialists (CSSs) Will be responsible for removing technical adoption barriers identified by the CSM.
A is correct answer
Sorry, I mean A, the Customer Success Specialist (CSS). The CCS role is a highly critical, strategic advisor and technical specialist that engages with customers to accelerate their adoption of Cisco products & solutions that transform their business and drive business outcomes. Objective here is adoption of the solution.
A customer success specialist develops and maintains long-term business relationships by serving as an internal advocate and client liaison. Typically a “people person,” by nature, they have a hybrid of soft and hard skills required to master technology and manage customer relationships. These professionals are driven to uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations. The best customer success specialists demonstrate superb communication, organization, and time management skills, and are able to effectively handle a number of diverse and complex problems at the same time.
From DTCSM: At the technical level, you are dealing with solution capabilities. You engage tech support and services with the customer solution manager and IT resources to resolve these issues.
Sorry I mean B technical engineer
B is the correct answer. The issue here is a technical one that is causing the adoption barrier so it would be technical specialist that would need to be engaged to help resolve this. The CSS could certainly be involved but when that person realised that the barrier was purely technical they should be engaging the technical specialist to resolve it.
You are right: At the technical level, you are dealing with solution capabilities. You engage tech support and services with the customer solution manager and IT resources to resolve these issues Source: dtcsm course
OK, but the question is Who does a Customer Success Manager work with ... I think this is primarily CSS. CSS is a technical role. If the problem is tough, CSS may involve engineers.
That person should be from customer side. He has to be a technical person too. So the answer is B.
I do not think that the person should be from the customer side.
I would say CSS
B) Technical Engineers are responsible for providing technical expertise and support to customers, and they are typically the primary point of contact for addressing technical issues or barriers to adoption. While a Customer Success Specialist (option A), Sales Engineer (option C), and Solutions Product Manager (option D) may also be involved in the customer success process, they are not the primary point of contact for addressing technical issues or barriers to adoption. The Customer Success Specialist is focused on managing the overall relationship with the customer, while the Sales Engineer is focused on selling the product or service and the Solutions Product Manager is focused on product development.
When a technical solution adoption barrier is encountered by a customer, a Technical Engineer is the expert who can provide the necessary technical assistance, troubleshoot issues, and help overcome any technical challenges. Customer Success Managers collaborate with Technical Engineers to ensure that customers can successfully adopt and use the solution, addressing any technical hurdles that may arise. The other roles mentioned (A, C, and D) might also be involved in various stages, but a Technical Engineer is most directly associated with addressing technical adoption barriers.
A. Customer Success Specialist
BB training indicates that the CSS has a good technical background and are responsible for removing technical adoption barriers.