Outsourcing Customer Success/Account Management
Hi Everyone - Curious if anyone has any interesting stories (1st or 2nd hand) or opinions trying to outsource Account Management/Customer Success roles.
My CEO has recently tasked me with this since she's aware our account coverage leaves much to be desired but doesn't have the budget for additional headcount. We're looking at adding 6 resources.
I adopted the Account Management team early this year and transitioned them from solely chasing overages for contract upsell to focusing on engagement that drives usage and deployment. This is having a huge impact and has proven the need/value for better account coverage - so here we are.
I plan to have the existing team focus on strategic/valuable accounts, and any outsourced help service smaller accounts. I also plan to have the additional resources focus their time and energy on more technical aspects (implementing use-cases, training, and deployment on areas they are not using etc...) and less on relationship building.
I certainly have mixed feelings on the project - but instead of just working on a project plan myself figured I'd open it to the group for any brainstorming.
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