Advancing Your Career Out of the Customer Service Representative Level The road from a customer service representative to other higher level roles is wide open — particularly when it comes to positions in customer success. For those of you just starting out, here is an overview of where your career could go in different spaces and what skills are required for the next level.
Career Pathways
As CSM: Once the caller gets experience in customer interaction they are then moved to CSM which works for customer satisfaction and help customers to get the value from their product / service our of your solution. From here, you will frequently progress up to a managerial level.
From Customer Success Manager: The natural progression for these individuals is into a management role within the CSM or broader organization as a manager of customer success. Managing a team of CSMs, driving customer engagement strategy, and enhancing service delivery
Director of Customer Success — For those in leadership positions, the director role has more overarching responsibilities such as setting policies and strategies that help set company direction while improving customer satisfaction.customer success manager (ad)
Chief Customer Officer (CCO) — at the top of success roles, this position is concerned with driving the overarching customer experience strategy from above.
Skills for Advancement
Leadership — Moving to manager roles means they need to lead and motive a group of people tremendously well.
Strategic with a Capital S: Ensure customer success is in tandem with strategic corporate goals.
Communication – must have good verbal and written communication skills, for leading teams and liaising with other departments.
Conclusion
Converting the rest of my calls to hire que is a constant process that allows me to keep traveling from a Customer Service Representative up through management positions. The world of customer success is changing fast, but you can still advance your career in it by developing those key leadership skills: How to develop strategy How to communicate By taking skill development as a leader and work on these vital leadership, strategic & communication skills that will help you successfully navigate your way through the changes above.
