This is still a work in progress and will evolve over the next few weeks and months significantly.
We have began specializing our team. So we used to just have CSMs who did onboarding, customer service, training, etc.Then we added onboarding specialists so CSMs could focus on customer service, training, and value.Now we have four different roles:Onboarding Specialist - responsible for helping client populate system (we are inventory management, so takes time)Trainers - show the client how to use the platformCustomer Service Agents - reactive support via chat, email, and phoneCSMs - focus on showing the client value Check out the workflow here - https://lucid.app/lucidchart/e0c485a6-694d-4f34-b3b3-703a8f641f0e/viewWould love thoughts, insights, and questions!