Hello GGR Community!
I would love to learn from the group if anyone has best practices or suggestions for me. In our CS Department we are finally ready to tackle moving our CSMs from being in a generalist role, to being more specialized. It's an exciting milestone for us - as we are still a small team. Right now the CSM is responsible from the sales handover, to onboarding, adoption, expansion all the way to renewal! So being able to segment, and allow team members to own one area of the customer journey will be a huge step forward for us.
But theory is a little bit different than putting it into practice. I'm nervous to change the team org and structure, without first considering all my options and making sure I'm setting our CSMs up for success.
Would love to know if anyone has been through this before, what pitfalls I should be considering and just any advice in general. This change will include hiring for open positions, so there are a lot of moving parts and pieces.
Thanks in advance!
Deirdre