JoJo Kalita - Vice President of Customer Success 4th Down Solutions
- Lead with EQ – One of the most important traits of a successful leader is operating with emotional intelligence. In order to establish trust and garner buy-in, you’ll need to invest time into developing a relationship with your team. Understanding not only their strengths and weaknesses but also what motivates them, which leadership style they respond to most, and what they truly want out of their role. Help your team see the deeper meaning behind their work, make expectations clear and give them the tools needed to be successful.
- Anticipate then accelerate on client needs – Understanding the client’s goals and approaching the relationship as a true partnership will allow you to anticipate issues the client might not foresee. Resolving a problem before it becomes a roadblock, ensures a smooth experience and further solidifies the CSM’s role as the trusted advisor.
- Easy Onboarding – the onboarding process is critical to establishing a client advocate and increases the chances of adoption. Complicated and time-consuming onboarding diminishes your client’s excitement so audit your processes for optimizations and opportunities to ensure the client sees immediate value. And remember, every client interaction is an opportunity to please and leave a lasting impression!