Pratique du Shadowing: Customer Success Manager career path, skills, and responsibilities - Apprendre l'anglais à l'oral avec la vidéo
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1
Want to know what a customer success manager is?
Vous voulez savoir ce qu'est un responsable de la réussite client ?
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I'm Brian Rios from Wall & Case, and in this video, you will learn everything you need to know about being a customer success manager in SaaS and IT.
Je suis Brian Rios de Wall & Case, et dans cette vidéo, vous apprendrez tout ce que vous devez savoir sur le métier de responsable de la réussite client dans le secteur du SaaS et de l'informatique.
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What it is, what they do, and the skills you need to land a job as a CSM.
Ce qu'est ce métier, ce que font les CSM et les compétences dont vous avez besoin pour décrocher un poste de CSM.
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As a bonus, I'm gonna answer some frequently asked questions that we get about customer success.
En bonus, je vais répondre à certaines des questions fréquemment posées que nous recevons sur le succès client.
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So what is a customer success manager?
Alors, qu'est-ce qu'un responsable de la réussite client ?
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Being a customer success manager, as the name suggests, means making sure that your customers are finding success using your product or service.
Être responsable de la réussite client, comme son nom l'indique, signifie s'assurer que vos clients obtiennent des résultats positifs en utilisant votre produit ou votre service.
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This could be guiding them through the onboarding process or implementation, showing them features that they aren't fully using or aren't using at all,
Cela pourrait consister à les guider tout au long du processus d'intégration ou de mise en œuvre, à leur présenter les fonctionnalités qu'ils n'utilisent pas pleinement ou pas du tout.
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and coaching them on how they can improve their business even more by using your product.
et en les guidant sur la manière dont ils peuvent améliorer encore davantage leur activité en utilisant votre produit.
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You'll constantly be meeting your clients, going over their results, and showing them how to be even more successful using your solution.
Vous rencontrerez constamment vos clients, passerez en revue leurs résultats et leur montrerez comment être encore plus performants grâce à votre solution.
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Vendor lock -in.
Verrouillage propriétaire.
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This is one of the key parts of being a customer success manager.
C'est l'un des aspects clés du métier de responsable de la réussite client.
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You want to make sure your clients are so successful using your product that you create vendor lock -in, which is a scary way of saying
Vous voulez vous assurer que vos clients obtiennent de tels résultats avec votre produit que vous créez un effet de verrouillage fournisseur, ce qui est une façon effrayante de dire
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that they feel they would be losing too much if they ever tried to stop using your solution.
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So what are a CSM's targets and KPI?
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Your goal as a customer success manager will be to maintain and grow the customer's satisfaction.
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This can be measured in your NPS, Net Promoter Score, through customer satisfaction surveys or churn rate.
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Churn is the term for customers leaving your product or service instead of renewing.
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So your churn rate is just the rate that your customers are leaving.
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Sales targets.
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Most CSMs don't have direct sales targets, but they do have upsell or cross -sell KPI, which means you will sell additional features, services, or upgrades to your clients.
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You'll also have renewal targets, so keeping your customers successful means keeping them relying on your product, which in turn means that they will renew their contract or subscription.
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So what skills do you need to be a CSM?
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A customer success manager has two sides.
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A technical side, which requires hard skills, and a client -facing side, which needs soft skills.
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Hard skills.
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Your technical skills needed will vary depending on the type of product you are working with.
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Most companies will offer training on their specific solution after you join, but having a base to build on is always a really good idea.
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Soft skills.
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Because a CSM is a very client -facing role, you will need to not only be able to read data,
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but also communicate your findings with your clients to help them understand what is working and what is not working.
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The best CSMs even anticipate the problems that might come up and solve them before they become an issue.
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Some of the key soft skills you're going to need are active listening, communication, coaching, and presentation skills.
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Does this sound exciting to you?
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Message us using the link in the description to learn what customer success positions are open right now.
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Career progression.
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Being a customer success manager gives you skills on both the technical side and the client -facing side.
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So there are a few directions you can go.
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The first and most straightforward is to become a leader of a customer success team.
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This would be titles like customer success director, head of customer success, or the more recent executive position of chief customer officer.
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Another option would be to move towards the technical side of things
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and become a solutions architect or solutions engineer or something similar that takes customer needs and productizes them.
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Productize means creating custom solutions based on your client requests.
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You could also move towards a more sales heavy role that is growth focused, using your soft skills to build a business
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and your understanding of the technical side to better illustrate the benefits of a product.
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Alternative titles.
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Customer success can have different titles depending on the company.
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These include technical account manager, client services manager, client success manager, client solutions manager, or a solutions consultant, just to name a few.
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Frequently asked questions.
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What is the difference between customer success and customer service?
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I like to think of the difference as being proactive versus being reactive.
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As a customer success manager, you will need to be engaging with your customers on a
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daily basis to make sure they're reaping the full benefits of your solution and solving problems before they even happen.
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Customer service, on the other hand, is more about responding to the issues that your customers are already experiencing
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and taking care of any complaints that they may have.
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So what is the difference between a CSM and an account manager?
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Here, the main difference is the technical aspects of the role.
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As a customer success manager, you'll be more involved in the implementation of the product
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and there's an expectation that you have the ability to dive deeper into the solutions that the product offers.
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Whereas an account manager will also handle the reporting, but it will generally be through available dashboards.
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Another difference is that the account manager can be a sales role with sales targets based on sales results, but customer success will usually not have a commission structure or a bonus.
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Check out our account manager video to learn even more about being an account manager in SaaS and IT.
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Vocabulaire et conseils d’expression pour cette leçon
Cette vidéo contient 61 phrases et 924 mots à répéter en shadowing. La partie parlée dure 4:49. Le locuteur parle vite, environ 192 mots par minute : attendez-vous à des liaisons et à des sons réduits. 87 % des mots font partie des 3 000 mots les plus courants en anglais, le vocabulaire est donc facile à suivre.
Vocabulaire clé de cette vidéo
15 mots de la vidéo à retenir, avec leur prononciation et leur sens :
| Mot | Prononciation | Sens |
|---|---|---|
| skill nom | /skɪl/ | habileté, compétence |
| bonus nom | /ˈbəʊ.nəs/ | bonus |
| solve verbe | /sɒlv/ | résoudre, régler |
| implementation nom | /ˌɪmplɪmənˈteɪʃən/ | mise en œuvre |
| depend verbe | /dɪˈpɛnd/ | dépendre |
| satisfaction nom | /sætɪsˈfækʃən/ | satisfaction |
| vendor nom | /ˈvɛn.dɚ/ | vendeur, vendeuse |
| renew verbe | /ɹɪˈnjuː/ | renouveler |
| custom nom | /ˈkʌstəm/ | coutume |
| aspect nom | /ˈæspɛkt/ | aspect |
| whereas | /(h)wɛɹˈæz/ | tandis que, alors que |
| scary adjectif | /ˈskɛə.ɹi/ | sinistre, terrifiant |
| engage verbe | /ɪnˈɡeɪd͡ʒ/ | attirer l'attention |
| complaint nom | /kəmˈpleɪnt/ | plainte, réclamation |
| versus | /ˈvɝsəs/ | contre, face à |
Les verbes à particule que vous entendrez
| Mot | Sens |
|---|---|
| check out verbe | mater, regarder |
| come up verbe | se montrer, sortir du bois |
Prononciation à surveiller
Le locuteur utilise 11 contractions et formes réduites, comme you'll, aren't, I'm. Prononcez-les sous leur forme courte, telles que vous les entendez.
- Les sons « sh » et « zh »: implementation /ˌɪmplɪmənˈteɪʃən/, satisfaction /sætɪsˈfækʃən/, presentation /ˌpɹɛzn̩ˈteɪʃn̩/, subscription /səbˈskɹɪpʃən/, expectation /ˌɛk.spɛkˈteɪ.ʃən/
- Mots longs — placez bien l’accent: implementation /ˌɪmplɪmənˈteɪʃən/, satisfaction /sætɪsˈfækʃən/, communicate /kəˈmjuːnɪkeɪt/, expectation /ˌɛk.spɛkˈteɪ.ʃən/, anticipate /ænˈtɪs.ɪ.peɪt/
Comment s’entraîner avec cette vidéo
- Écoutez la vidéo en entier une fois sans parler et notez les mots que vous ne connaissez pas.
- Commencez à la vitesse 0,75×, répétez phrase par phrase, puis revenez à la vitesse normale quand cela devient facile.
- Enregistrez-vous et comparez avec l’original, en faisant attention à des mots comme skill, bonus, solve.
Qu'est-ce que la technique du Shadowing ?
Le Shadowing est une technique d'apprentissage des langues fondée sur la science, développée à l'origine pour la formation des interprètes professionnels. Le principe est simple mais puissant : vous écoutez de l'anglais natif et le répétez immédiatement à voix haute — comme une ombre suivant le locuteur avec un décalage de 1 à 2 secondes. Les recherches montrent une amélioration significative de la précision de la prononciation, de l'intonation, du rythme, des liaisons, de la compréhension orale et de la fluidité.