Christina: Understanding what a normal day and work flow looks like for CSM is paramount for organizational success.
By observing and understanding the problem, not just the process – CSMs set themselves up for success. I believe becoming an expert on the problem slowly exposes them to what they are going to be doing.
Vincent: What are the key characteristics (or aptitudes) that you look for when hiring new CSMs?
Christina: Grit, which I consider to be four critical personality traits:
- Perceives failure as growth and progress.
Vincent: What could be the biggest impediments for achieving customer satisfaction?
Christina: Engagement – We do our best to get every single one of our customers on the phone to talk about the app. People really like an authentic, real conversation and genuine people, so we do our best to interact with customers, since we can’t automate and set our relationships to “grow.”