Technical Curiosity and the CSM
This week, Josh Levin walks us through the case for being technically curious. In his blog, he discusses the potential game-changer it can be to have and pursue a curiosity for the technical aspects of your tool as well as the analytics for customer usage.
Having this technical capability for your product helps prevent a CSM from being relegated "into the role of a pure account manager, responsible for just the financial relationship and high-level business discussion", preventing the possibility of CS led expansion.
Josh shares three "flavors of technical work":
- In-depth product expertise (for tools with deep levels of technical configuration)
- Underlying infrastructure, such as the software architecture the tool is built upon
- Data analytics, for understanding your customer base
He then takes a bit of a deep dive into what each of these actually mean.
When you have had a chance to read his post, we would love to hear your thoughts on these questions:
- Is technical knowledge a part of your encouraged skillset? Why or why not?
- What other areas of knowledge (that may currently be less visible) can have large impacts on the work a CSM does?
Be sure to register to join Josh next week (July 12th) as he takes a deeper dive into the process of becoming more technically knowledgeable!