CSM to a CS Ops Mgr role - how to best get started

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Jennifer Frances
Jennifer Frances Member Posts: 8 Contributor
Photogenic
Hello Everyone,

I have been with my company for 8 1/2 years now in 2 different but semi-related positions: (5 years as a Sr. Provisioning Specialist and 3 1/2 years as a CSM/Sales Renewal Manager for SMBs ($8 million ARR)).

 

I have made a substantial impact for both teams with my work (which is mostly why they chose me for this new role) and my current position entails a lot of what this new CS Ops Mgr position will have but there is a lot more to learn and do, to which I am looking forward to.

In all honesty though, I have never had the actual title before and this is the first time our company is creating this position and it will be for our larger enterprise customers ($60 mil ARR), so I want to make sure I go about this in the right way and start off with a good footing.

I haven't officially started yet but it is likely to start before year-end once I receive the official offer and I just want to be prepared.

Any suggestions you have on how to best get started (i.e 90-day plan or roadmap)?

Thank you in advance,
Jennifer
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  • Mickey Powell
    Mickey Powell Member Posts: 1 Navigator
    First Anniversary
    edited November 2021
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    @Jennifer Frances - Congrats on your upcoming adventure. It's an exciting time to be getting into CS ops. I've made that leap and have helped a few others along the way. Happy to chat and offer you some guidance so that you feel ready to add incredible value on Day 1. 


    Shoot me a message or find me on Linkedin and we'll setup a time. Talk soon!

  • Jennifer Frances
    Jennifer Frances Member Posts: 8 Contributor
    Photogenic
    edited December 2021
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    Thank you Mickey. And thank you for your offer to help with advice, that's great. I will reach out to you via LinkedIn message. :)
  • Jennifer Frances
    Jennifer Frances Member Posts: 8 Contributor
    Photogenic
    edited December 2021
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    Hi Katie,

    Yes! I'm attending that Gainsight event now and it's really great and very well organized. I'm already learning and it's good to see others who are in the same position as I am with transitioning and can relate.

    Thank you!
    Jennifer