Практика Shadowing: Customer Success Manager career path, skills, and responsibilities - Изучайте разговорный английский по видео
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Want to know what a customer success manager is?
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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.
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What it is, what they do, and the skills you need to land a job as a CSM.
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As a bonus, I'm gonna answer some frequently asked questions that we get about customer success.
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So what is a customer success manager?
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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.
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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,
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and coaching them on how they can improve their business even more by using your product.
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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.
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Vendor lock -in.
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This is one of the key parts of being a customer success manager.
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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
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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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Лексика и советы по произношению к этому уроку
В этом видео 61 предложений и 924 слов для шедоуинга. Речь длится 4:49. Говорящий говорит быстро, около 192 слов в минуту, поэтому звуки часто сливаются и сокращаются. 87% слов входят в 3000 самых частых слов английского языка, поэтому лексика простая.
Ключевая лексика этого видео
15 слов из видео, которые стоит выучить, с произношением и значением:
| Слово | Произношение | Значение |
|---|---|---|
| skill существительное | /skɪl/ | уме́ние, на́вык |
| bonus существительное | /ˈbəʊ.nəs/ | пре́мия, бо́нус |
| solve глагол | /sɒlv/ | реша́ть, реши́ть |
| implementation существительное | /ˌɪmplɪmənˈteɪʃən/ | воплоще́ние в реа́льность, реализа́ция |
| depend глагол | /dɪˈpɛnd/ | зави́сеть |
| satisfaction существительное | /sætɪsˈfækʃən/ | удовлетворе́ние |
| vendor существительное | /ˈvɛn.dɚ/ | продаве́ц, продавщи́ца |
| renew глагол | /ɹɪˈnjuː/ | обновля́ть, обнови́ть |
| custom существительное | /ˈkʌstəm/ | обы́чай, привы́чка |
| aspect существительное | /ˈæspɛkt/ | аспе́кт, вид |
| whereas | /(h)wɛɹˈæz/ | тогда́ как, в то вре́мя как |
| scary прилагательное | /ˈskɛə.ɹi/ | стра́шный, ужа́сный |
| complaint существительное | /kəmˈpleɪnt/ | жа́лоба, недово́льство |
| versus | /ˈvɝsəs/ | про́тив |
| presentation существительное | /ˌpɹɛzn̩ˈteɪʃn̩/ | представле́ние, презента́ция |
Фразовые глаголы, которые вы услышите
| Слово | Значение |
|---|---|
| check out глагол | проверя́ть, прове́рить |
| come up глагол | поднима́ться, подня́ться |
Произношение, на которое стоит обратить внимание
Говорящий использует 11 сокращённых и редуцированных форм, например you'll, aren't, I'm. Произносите их коротко, так, как слышите.
- Звуки «sh» и «zh»: implementation /ˌɪmplɪmənˈteɪʃən/, satisfaction /sætɪsˈfækʃən/, presentation /ˌpɹɛzn̩ˈteɪʃn̩/, subscription /səbˈskɹɪpʃən/, expectation /ˌɛk.spɛkˈteɪ.ʃən/
- Длинные слова — следите за ударением: implementation /ˌɪmplɪmənˈteɪʃən/, satisfaction /sætɪsˈfækʃən/, communicate /kəˈmjuːnɪkeɪt/, expectation /ˌɛk.spɛkˈteɪ.ʃən/, anticipate /ænˈtɪs.ɪ.peɪt/
Как заниматься с этим видео
- Прослушайте всё видео один раз молча и выпишите незнакомые слова.
- Начните со скорости 0,75×, повторяйте предложение за предложением и вернитесь к обычной скорости, когда станет легко.
- Запишите себя и сравните с оригиналом, обращая внимание на такие слова, как skill, bonus, solve.
Что такое техника Shadowing?
Shadowing — это научно обоснованная техника изучения языка, изначально разработанная для подготовки профессиональных переводчиков и популяризированная полиглотом доктором Александром Аргуэльесом. Метод прост, но эффективен: вы слушаете аудио на английском от носителей языка и немедленно повторяете вслух — как тень, следующая за говорящим с задержкой в 1–2 секунды. В отличие от пассивного прослушивания или грамматических упражнений, Shadowing заставляет мозг и мышцы рта одновременно обрабатывать и воспроизводить реальные речевые паттерны. Исследования показывают, что это значительно улучшает точность произношения, интонацию, ритм, связную речь, понимание на слух и беглость речи — что делает его одним из самых эффективных методов для подготовки к IELTS Speaking и реального общения на английском.