June 2019
5
How did you break into the CSM org?
I started as an SD here at LinkedIn, on Tati's team! I enjoyed the consultative part of sales, so for next play options, I really took that into consideration. I shadowed some folks in the CSM org and it seemed to really hone in on that piece of sales. I networked with some of the individuals I shadowed, and that helped me get my foot in the door. Generally speaking, a sales background is helpful when breaking into CS.
What does the day-to-day look like as a CSM?
A large portion of the role is interacting with clients, whether that be instructing them how to properly use our platform or helping them with issues they are facing. A lot of strategic planning is involved as well. This includes providing consulting workshops for clients, periodic check-ins, and being able to properly navigate org structures in the event of change management. Additionally, CSMs are the heart of the sales org-so alot of cross functional interaction with AEs, RMs and Product.
What are some of the skills required to be a successful CSM?
Having prior client interaction in a role is huge. A large majority of the role is knowing how to communicate effectively with clients. Also the ability to interact with different internal stakeholders, whether in Sales or Engineering. Being organized is key as well-you are juggling alot of different clients and each have their own set of challenges.
What are the parts you enjoy about the job?
I really enjoy the fact that you work so many different types of individuals on a regular basis. You can be working with the product team to learn how to communicate the product better, marketing to hone in on the value we're delivering, and end-users to ensure they are receiving that value. I also like the fact that every account is different and provides its own set of challenges. In alot of ways, it makes the job a lot less regimented than sales.
How have you been able to personally add value to role?
Being a CSM, I work with the Product Team occasionally. I really enjoyed working with Product, so I've made a point to work closer with the team. This has allowed to have a better technical understanding of LSS, and become more of a technical CSM. Ultimately, I feel that my clients have benefited from my deep product knowledge.