1 person CS or nothing?
I just joined this beautiful community, thank you for existing!
I am very obsessed and in love with Customer Success, but my organization did not know or hear about it as a department until I started bringing it up and socializing the idea with senior management.
I am currently a "jack of all trades" guy doing analytics, presentations, sales support, market research, proposals, RFX, etc and I was hoping to grow with the company into a dedicated role but don't see that happening much since I keep getting pulled into random "special projects" and don't have the academic background similar to these old school guys that will get me a "proper role".
This is a telematics company that sells to dealerships, there are definitely reasons to worry about the post-sale process - especially considering that our software ends up with end-consumers.
I've talked with my CEO about the importance of having metrics for post-sales and how certain tools that are tailored for CS could help us map and automate customer processes, he sounds convinced enough to the point that I wouldn't shy away from presenting a plan. The only problem is, I'd be the only one doing this and would not be able to hire a team.
Would you do it? I feel like this is my chance at getting a foot in the customer success door.
I want to automate as much as possible and am aware that I'd have to involve devs in the process for data integration but even if I could automate customer communications and have actual visibility for the post-sale process would be a small win. Would I destroy myself doing it?
Please let me know your thoughts :)
I've been testing Totango, and will look into churn zero and others in the next few days.
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