Pulse Europe 2016 - How to train and develop Customer Success Managers in EMEA

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This document provides tips for training and developing customer success managers (CSMs) across Europe, the Middle East, and Africa (EMEA) when resources are limited. It recommends hiring a diverse team of junior and senior CSMs, providing a structured yet creative onboarding process, leveraging peer-to-peer training with a buddy program, curating free training materials, and providing constant feedback through defined key performance indicators. The tips are supported by examples of specific onboarding activities, roles for expert-led training, sources for free curated materials, and how to gather and apply feedback.

Direction et management

HOW TO TRAIN AND DEVELOP
CSMs ACROSS EMEA
‘16
Ruben Rabago
Gainsight
Emilie Dubau
DoubleDutch

WHY IS THIS SESSION IMPORTANT?
What
do they
want?

WHY IS THIS SESSION IMPORTANT?
We want to grow!

6 months & 200 employees

205 hours of training

+3500 videos viewed
WHY IS THIS SESSION IMPORTANT?
What happened when we finally launched our training center?

WHAT IS YOUR MAIN CHALLENGE?
What is your main challenge when it comes to training and developing your CSMs in EMEA?
A. Lack of 2me & budget
B.  Low employee engagement
C.  Failure to iden2fy needs
D. Missing dedicated training resource
E.  Deﬁcient technological infrastructure

HOW TO TRAIN AND DEVELOP CSMs ACROSS EMEA
How to train and develop CSMs across
EMEA (remote oﬃces) when you have
no resource, no budget and liLle 2me

5 TIPS
1.  Hire diverse proﬁles

2.  Build a structured but crea2ve onboarding

3.  Harness the power of peer-to-peer training

4.  Curate free stuﬀ

5.  Constant formalised feedback with KPIs

1. HIRE DIVERSE PROFILES
Juniors & Seniors

Diﬀerent skills

Same values/culture

2. BUILD A STRUCTURED BUT CREATIVE ONBOARDING
Clear Goals

Scavenger Hunt

“Build your own app”

Quiz

3. HARNESS THE POWER OF PEER-TO-PEER TRAINING
Expert-lead trainings

Role-relevant

Buddy Program

FOCUS ON THE BUDDY PROGRAM
●  Not my manager

●  Listen to calls

●  Ask ques2ons

●  Give feedback

●  Team Building

4. CURATE FREE STUFF
NewsleLers, meetups,
webinars

Team Cura2on

Knowledge Base

5. CONSTANT FORMALIZED FEEDBACK
Weekly, Quarterly,
Annually

Deﬁned skills

Clear KPIs & job pathing

FOCUS ON OUR CSM SKILLSET
Below
Meets
Exceeds
3 = Meets
requirements

FOCUS ON KPIs
●  NPS

●  CSAT & Client Feedback

●  Workload

●  Quizzes

●  Peer-to-Peer Feedback

●  S.M.A.R.T. Goals

RECAP
1.  Hire diverse proﬁles

2.  Build a structured but crea2ve onboarding

3.  Harness the power of peer-to-peer training

4.  Curate free stuﬀ

5.  Constant formalised feedback with KPIs

MY CURATED FREE STUFF
NewsleLers / Blogs
●  Glide Consul2ng
●  Gainsight
●  Totango
●  Customer Success Associa2on
●  Amity
●  First Round Review
●  TSIA

Books
●  Customer Success (Gainsight)
●  Built to Serve: Your Customer Success Playbook
(Glide Consul2ng)
Communi2es
●  SuccessHacker
●  LinkedIn group
●  Meetups (Pulse Local)

Podcasts
●  SaaStr Oﬃcial Podcast
●  Strengths in Ac2on
●  The Modern Customer

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Pulse Europe 2016 - How to train and develop Customer Success Managers in EMEA

1. HOW TO TRAIN AND DEVELOP CSMs ACROSS EMEA ‘16 Ruben Rabago Gainsight Emilie Dubau DoubleDutch

2. WHY IS THIS SESSION IMPORTANT? What do they want?

3. WHY IS THIS SESSION IMPORTANT? We want to grow!

4. 6 months & 200 employees 205 hours of training +3500 videos viewed WHY IS THIS SESSION IMPORTANT? What happened when we finally launched our training center?

5. WHAT IS YOUR MAIN CHALLENGE? What is your main challenge when it comes to training and developing your CSMs in EMEA? A. Lack of 2me & budget B.  Low employee engagement C.  Failure to iden2fy needs D. Missing dedicated training resource E.  Deﬁcient technological infrastructure

6. HOW TO TRAIN AND DEVELOP CSMs ACROSS EMEA How to train and develop CSMs across EMEA (remote oﬃces) when you have no resource, no budget and liLle 2me

7. 5 TIPS 1.  Hire diverse proﬁles 2.  Build a structured but crea2ve onboarding 3.  Harness the power of peer-to-peer training 4.  Curate free stuﬀ 5.  Constant formalised feedback with KPIs

8. 1. HIRE DIVERSE PROFILES Juniors & Seniors Diﬀerent skills Same values/culture

9. 2. BUILD A STRUCTURED BUT CREATIVE ONBOARDING Clear Goals Scavenger Hunt “Build your own app” Quiz

10. 3. HARNESS THE POWER OF PEER-TO-PEER TRAINING Expert-lead trainings Role-relevant Buddy Program

11. FOCUS ON THE BUDDY PROGRAM ●  Not my manager ●  Listen to calls ●  Ask ques2ons ●  Give feedback ●  Team Building

12. 4. CURATE FREE STUFF NewsleLers, meetups, webinars Team Cura2on Knowledge Base

13. 5. CONSTANT FORMALIZED FEEDBACK Weekly, Quarterly, Annually Deﬁned skills Clear KPIs & job pathing

14. FOCUS ON OUR CSM SKILLSET Below Meets Exceeds 3 = Meets requirements

15. FOCUS ON KPIs ●  NPS ●  CSAT & Client Feedback ●  Workload ●  Quizzes ●  Peer-to-Peer Feedback ●  S.M.A.R.T. Goals

16. RECAP 1.  Hire diverse proﬁles 2.  Build a structured but crea2ve onboarding 3.  Harness the power of peer-to-peer training 4.  Curate free stuﬀ 5.  Constant formalised feedback with KPIs

17. Thank you!

18. Appendix

19. MY CURATED FREE STUFF NewsleLers / Blogs ●  Glide Consul2ng ●  Gainsight ●  Totango ●  Customer Success Associa2on ●  Amity ●  First Round Review ●  TSIA Books ●  Customer Success (Gainsight) ●  Built to Serve: Your Customer Success Playbook (Glide Consul2ng) Communi2es ●  SuccessHacker ●  LinkedIn group ●  Meetups (Pulse Local) Podcasts ●  SaaStr Oﬃcial Podcast ●  Strengths in Ac2on ●  The Modern Customer

Pulse Europe 2016 - How to train and develop Customer Success Managers in EMEA

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