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Important Customer Success Manager (CSM) Onboarding Best Practices

by ManagerPlus on March 19, 2019
 
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Our Customer Success Managers (CSM) wanted to share industry tips for making sure any onboarding experience you have goes smoothly.  This is the first step in making sure you retain use as well as get the best ROI.

Efficient customer success manager checklist

The first step to successful onboarding is simple: know what you are getting into. At ManagerPlus we have a proven system for proper CSM onboarding. Your onboarding experience will include the following:

  • Discovery call with CSM
  • Software education
  • Data prep, review and report
  • Go live

Discovery call with CSM

In this call, you’ll get introduced to your Customer Success Manager (CSM) who will be your Onboarding Specialist. Until you are ready to go live your CSM will be your go-to connection for all things related to ManagerPlus.

Software education

Depending on the length of your onboarding package, you will have a number of education sessions with your CSM where they help you learn how to best use ManagerPlus.

Data prep, review and report

Your assets and other data will be imported into ManagerPlus so you can begin to transform your asset management and maintenance practices.

Go live

After education and data import, you’ll be ready to go live with ManagerPlus in your organization. At this point, you will be assigned an Account Manager who will be your main point of contact going forward.

This process is one we use because it works. We call it our Proven Plan because we know it works. It’s the result of our 25 years of experience with many different organizations.

Improve software retention with comprehensive onboarding

Data software can be powerful, but it is powerful because it enhances the people who work in your organization. The highest retention rate comes from companies that have a comprehensive onboarding experience.

Experienced Customer Success Managers has the client commit themselves to learning and teaching their new software. This person needs to make sure they make time to be present with your CSM during your onboarding sessions. If you’re looking for someone to champion a new software in your organization, look for someone who fits the following criteria:

  • They should have full administrative access to said software
  • They should ideally already be in a position of leadership within your organization.
  • They should be in a position where they can help answer ManagerPlus questions for new members of your organization.

As a general rule of thumb, you should have an expert in each different department to ensure those departments are working in harmony. The leader's job during onboarding is to make sure that they are experts in the software. It is their job to take responsibility for implementation and help the organization get the most out of their investment.

Understand your software investment

Your organization has made an investment. It is important to realize that this is an investment in money, time, and effort. While your organization has likely put forward the money, the time and effort are still necessary for you to get the highest ROI possible. The whole reason you have an onboarding process is because it takes work to incorporate new systems into your organization.

Onboarding is not an overnight success, and that’s great for you. It means that leadership needs the time they need to become experts. You should be educated in best practices using a step-by-step plan to get you up and running.

Part of this investment will be in the time you take to organize your data so that it can be imported. Part will be willing to sit down and commit the time necessary for the training sessions you have purchased.  As you work with your CSM, remember that the time you put into learning  will be worth it in the long term. 

Trust your Customer Success Manager

This might sound obvious, but it is crucial that you work with and trust your CSM. They are your partner in success.  They know that the education they give you will be relevant today and ten years down the road. They look at your organization in the long term and want to help you achieve your goals.

Your CSM has a vested interest in you. They are working to teach you the best practices to maximize your investment.

CSM onboarding best practices summary

Perhaps the best thing you can do with your CSM is honest and open communication. If you have questions or problems during your onboarding, ask. This is the time for you to get educated, and chances are we’ve heard it before. We’re here to make sure you can succeed.

ManagerPlus
About the author

ManagerPlus

ManagerPlus is the preferred solution across the most asset-intensive industries, including Fortune 500 companies, to improve reliability and minimize downtime.

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