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Halfway Through my Journey as a Customer Success Placement

By Maddie Finlay on Thu 03 February 2022 in Placement Blog

Have a read of Maddie's experience during the first half of her Customer Success Placement!

As a Customer Success Assistant, my role is heavily based around building strong relationships with customers as I’m their first port of call for whatever they need. From setting up their CRM account to answering their queries – I'm on hand! As a member of the Onboarding team, my role is primarily to familiarise customers with all aspects of Prospect CRM and configure their accounts. This involves several stages, from the welcome call to configuration, training, ensuring adoption and then eventually getting the customer onboarded successfully. The aim of the Onboarding process is to get customers to the ‘success’ stage as quickly and effectively as possible so they can then confidently navigate their way around the CRM and get value immediately. 
Customers in the Onboarding process inevitably have lots of questions, as the main purpose of the is getting them up and running with the software. My role requires me to be confident, clear and professional when speaking to customers, whether that’s via email or over the phone. This is something I’ve found to be a really enjoyable aspect of the role, as every single day I get the opportunity to converse with customers who operate in a range of different industries and build strong rapport with them. As a result of this exposure and experience, I’ve significantly strengthened my communication skills and look forward to continuing doing so. 

Since starting my placement, I’ve also learnt a range of new computer skills on programmes such as Excel and Word. Excel is a necessity for carrying out consultancy work, such as for bulk data updates or importing customer data. These things were daunting at first, but as I’ve gained more experience doing this, I’m happy to say that I can competently complete this independently and help to overcome problems that may occur along the way. Word is another commonly used programme within the Onboarding team, where we configure things like quote document templates and email templates for customers.  

Article writing has also played a big part in my placement so far. With an update to the software every 3 weeks, new features and functionality is constantly being added, so our documentation must be in line and up to date with any changes. This documentation is referenced on our website and within the app itself, so it’s crucial that it's professional and easy to follow. Writing these how-to articles really helps me with my own product knowledge, as I’m able to understand and better articulate the benefits to customers. 

Within the next few months of my placement, I’m really looking forward to having the opportunity to begin running my own Welcome and Configuration Calls for new customers. As a result, I’ll be their main Account Manager from the beginning of the Onboarding process, so can establish a strong relationship and offer a highly personalised service. I really feel that the progression from answering the odd customer query to conducting an hour-long training call will significantly boost my confidence as I’m being given a real sense of responsibility within the business.   

Already, it’s clear that my use of initiative and confidence has naturally improved over the past several months. Looking forward, I’m excited to continue my journey as a Customer Success placement at ProspectSoft and continue to grow my knowledge and skillset within this role!  
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