Handle time - How long it takes to resolve the issue. Time to first response - How quickly a customer is engaged after submitting an issue. Net Promoter Score (NPS) - How likely a customer is to recommend a product to someone else.Ĭustomer satisfaction (CSAT) - How satisfied a customer is with the support interaction. Traditional metrics by which a CSM is judged can include: They may also be expected to organize call center and agent schedules. Help lead the support organization - When CSMs are also customer service team leads, they are expected to provide support to agents, pay attention to overall team metrics, and synthesize customer issues and feedback for internal teams. They need to problem solve with empathy, in order to understand where customers are coming from and might be frustrated by.Īccount management - A customer success manager may also act as a de facto account manager as well, being the first to learn about intent to churn or return a product, and then working to provide incentives to help keep the customer. A CSM will have to be knowledgeable enough to help brand new customers, while also working on the more complex issues that existing customers may have. Technical support and problem solving - Providing technical support is core to both SaaS and consumer CSM roles. Whether in SaaS, where a CSM may be working with a specific customer repeatedly for an extended period of time, or a customer service rep who focuses on one-off inbound requests from consumers, the end goal is always to offer the maximum possible value, while demonstrating empathy and expertise. While there is no set job description, a customer support manager will normally have many of these responsibilities: Customer support responsibilities:Ĭustomer care - Any customer service manager’s main priority is to take care of customers and to provide them with the best possible experience.
What are the main customer support manager responsibilities and metrics?
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