Every Customer Success Manager(CSM) would like to know how their peers or competitors perform their everyday hassles, etc. We, at CustomerSuccessBox, thought of bringing you an excerpt on CSM’s challenges, likes, and dislikes. This debut edition of SuccessBound features Antony Lipman, Head of CS and Training at PractiTest. We asked him what he enjoys the most and the least as a CSM. Read on to know!
Antony Lipman is a Customer Success Manager at PractiTest and helps customers realize the value of its software. He leads the CS and training at the company. He’s a valued customer of CustomerSuccessBox.
What do you like about your role?
Like to help people reach that lightbulb moment where everything makes sense.
What are the biggest challenges that you face in your role?
Trying to make the first contact with people who may feel that we are trying to sell them something or tell them the information they already know.
Tell us about a major win you had in the last 12 months.
Onboarding a new company with over a hundred users. Our champion told us that after their first project with us that she couldn’t have managed without our software.
What do you dislike about the role?
Hearing about people who are canceling accounts because their companies have been taken over and they are uncertain if they will still have a job in the near future.
What does your CS day look like?
First checking support chats and emails overnight, responding to emails, checking metrics, and working out who needs to be contacted to arrange meetings with them…then a drink and a short break…after, sending emails, having customer meetings, discussing situations with CS colleagues and support. Through the rest of the day, attending training meetings, getting involved with support calls, and assisting other teams where I can.
What is a great “stress-buster” activity which you enjoy doing?
Working on my model railway.
Do you love reading books? If yes, which one would you recommend to our readers?
Enjoy reading books – Novels, travel books, etc…Favorite author, Fredrick Forsyth
Which is your favorite city that you have visited or you’d like to visit?
I would like to visit Vancouver.
P.S. – The main image has been taken from pexels.com