I've spent almost two decades in state/local government and 7 months into a role with a SaaS company - actually we have two divisions: hardware and software. The hardware side has been around since 1980 with software being fairly new (last few years).
Our organizational structure for software is just starting to grow and job titles/functions are being mentioned that are a bit confusing. I was hired as a Public Safety Manager with the understanding I'd be handling customer success. Well what does that mean?
The reality is I find myself handling: onboarding of new clients, account management of established clients, coming up with a customer engagement plan, and sometimes even being asked to help in a pre-sales role. Don't get me wrong - I am really enjoying what I do but as we grow I want to see us line up the correct positions in the right areas.
Currently we have a GM over SaaS and under him there are: Sales, Product, Customer Success and Engineering.
So what are the distinctions for these and where should they fit in an org:
- Onboarding/Implementation (are these same/diff?)
- User Enablement (is this training?)
- Engagement (should this be its own role?)
- CSM vs Account Manager vs TAM
- are there other roles I should know?
Thanks
Tammi