Hi Everyone!
We've had some CSM attrition lately and are struggling to keep the wheels on the cart with CSM account coverage. Posting here because I'm curious how other teams are handling this challenge. What creative solutions have you come up with when you're short staffed but customers keep coming? As interim steps while we continue hiring, we're hesitant to assign a full CSM, knowing that person will change once we've found a new CSM.
One thing we're considering for this phase is a pod model where the CSM Manager is the name given to the customer but the responses to inbound queries come from a group of possible CSMs. Similarly we're also considering creating an email account for a super CSM (aka fake CSM) to send emails to and then have them answered by others. I'm not excited about any of these ideas and we really don't want our customers to have a bad experience "waiting" for a new CSM.
How do you manage interim account transitions in such circumstances?
Thanks,
Tanya