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15

Customer Success Manager

Service Account Manager

Overview

This two-day class is designed for Customer Success professionals who are responsible for helping clients maximise the value returned on their technology investments. This interactive course provides the knowledge and skills that enable Customer Success Managers to successfully interact with their clients, and to manage, retain and grow their strategic accounts.
By combining an established customer success framework with best practice methodologies, this course demonstrates how companies can provide extra benefits to their clients at every stage of the customer life cycle; beginning with defined pre-sales activities and ending with a renewing/growing customer or valuable lessons learned from effective churn analysis. Students will also discover how Customer Success Managers have the scope and potential to deliver significant, positive results to internal and external stakeholders.

Some of the training objectives…

  • Learn Customer Success methodologies and frameworks that help improve your clients’ return on investments throughout their life cycle.
  • Understand how to calculate the most important metrics for measuring Customer Success.
  • Create plans that get your customers off to a ‘fast-start’ and ensure that they get early value.
  • Understand the root causes of all customer churn.
  • Establish trust to build strong client relationships.
  • Convert unengaged customers into active users.
  • Capitalise on the role of the Customer Success Manager in working across critical internal business units.
  • Create a strategy for nurturing and growing the account.

Who Should Attend

  • Customer Success Managers
  • Technical Account Managers.
  • Pre-sales Managers.
  • Sales executives.

More information

To request a course brochure, please complete our Contact Us form.

29 Comments

  1. Callum Macintyre says:
    July 26, 2019 at 12:48 pm

    The mix of interesting and relevant materials, topics and practical methods along with Adams engaging delivery style made this course extremely interesting and enjoyable.

    Reply
  2. Daryl Hunt says:
    July 26, 2019 at 12:56 pm

    Very informative course, well presented and full of good advice.

    Reply
  3. David Ringel says:
    July 26, 2019 at 1:00 pm

    Practical, to the point, useful checklists, excellent detailed course material.

    Reply
  4. Mona McKay says:
    July 26, 2019 at 1:05 pm

    This was a great course – one of the best training courses I’ve attended. Great content, all relevant and well detailed and backed up by strong examples and scenarios. Adam has an engaging and energetic way of delivering. Great food and snacks too!

    Reply
  5. Sarah Bringold says:
    July 26, 2019 at 1:08 pm

    Great course, very professional insight into CS. Brilliant instructor!

    Reply
  6. Sean McCluskey says:
    July 26, 2019 at 1:15 pm

    I thought the course was highly effective at outlining to me the course framework for the role of a CSM. It has given myself and the team massive amounts to think about and a lot of practical content to implement for our launch at the the […]

    Reply
  7. Sharon Murphy says:
    December 12, 2019 at 4:10 pm

    Excellent instructor – have attended many SGSA courses. Relevant industry examples. Whilst its not 100% applicable to my job I certainly have learnt what customer success is

    Reply
  8. Jamie Coleman says:
    December 12, 2019 at 4:13 pm

    Would possibly tailor the training differently for companies transitioning to C.S not actually doing it.

    Reply
  9. Eibhlis Thornton says:
    December 12, 2019 at 4:16 pm

    Thoroughly enjoyed the course. Plenty of food for thought. Very enthusiastic to get going on this subject. Thanks.

    Reply
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