3 Reasons Why a Customer Success Specialist should be your next hire.
Easily confused with the customer service role, customer success is a whole different kettle of fish.
Customer service roles are primarily reactive, they revolve around dealing with complaints and reacting to client’s challenges. The role of a customer success specialist is to work proactively within your business and with your clients to achieve a holistic solution for all involved.
- Customer Success Specialists invest time in their clients — not just because they want more business.
Customer success is a huge step towards ensuring the company understands a client’s needs. The customer success specialist spends time with the client, understanding exactly what it is that their company needs to get out of the transaction — not what is going to be the quickest and most profitable sale.
Great business is built upon great relationships. Customer success roles exist to foster those relationships, and avoid letting them devolve into a one-way transaction.
2. They are great communicators — that are refreshingly honest.
Customer success specialists by their very nature have fantastic communication skills.
They are the integral point of communication in your business, the conduit between your business and your clients, relying on plain English, honesty, and accuracy of information.They act as the internal client representative ensuring that your company hits the mark for your clients time and time again.
3. Their focus is the client’s success! — Without clients, we don’t have business!
The sole purpose of a company having a customer success person is to ensure clients are as successful as possible with your unique offering. The Customer Success role is not there to try and sell every service a company provides but simply to understand the customer’s business needs and to work with them to reach their desired outcome.
When a company has a team that specialises in spending more effective time with a customer, they are better at communicating their needs and focus on their success. This means they have the client’s best interests at heart — and that’s good business!
