Do You Map Competencies or Skills for All the Roles in Your CS Org?
I'm really curious to hear from folks whether they map out the competencies or skills for all the roles in their orgs. I know this is a common practice in Sales but I've seen it less frequently in Customer Success.
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GGR has been kind enough to publish my approach to building out CS competencies on their blog for anyone interested. Check it out. @slav419 @Sujit Janardanan
Ditto 😁
Would love to learn more on how you do this. Will be great if we could connect. Thank you, Sujit
I've found mapping to core competencies helps with a few things: 1) CSM career development - together you can identify their native genius; what comes naturally to them vs. areas they can work on. Competencies can also change as you process in career levels as a CSM. I've found this helps it from turning into a "check list" of things to do to get to the next role vs. them actually developing skills that progress them to the next level. 2) keeps the busy work away. I think it's an easy pitfall to get into doing a bunch of side-projects so you can say you did them, but if you can't map them to a competency that they've either identified fills their cup or is a competency they are working on then it can be an easy way to have people be comfortable saying no and/or being able to tie their extracurriculars back to something meaningful, especially as we all know not every project wraps neatly with a bow.
I've found the Korn Ferry principles easy ones to start with that apply to relatively every business and role. You can tweak them in ways that make sense for your business, and you don't have to make it as complex as they are but it is a great established framework.
The current competencies we have are: Optimizes Work Processes, Drives Results, Strategic Mindset, Collaboration & teamwork, and Manage Ambiguity.
Happy to share our 'scorecard' & how we measure and track this!
Curious if anyone is willing to share their approach to this? Although we haven't completed this body of work yet (just getting started at the moment), pre-COVID I did with my leadership team at the time and I think we may have overcomplicated the end result so looking to learn from that misstep and also learn from any of you willing to share their framework or output for this kind of an effort.
Totally, I've just been finding that it's also uncommon at medium and even later stage SaaS companies and I'm curious if others are seeing the same.
Exactly, It depends and many times it is judged on the basis of customers they are communicating with and handling.
It depends on the stage. At an early stage its all about the "jobs to be done"