Most Important Skills For A Customer Success Manager At A Health Tech Social Services Platform
Avery, a Customer Success Manager, highlights two crucial skills: mastering "deescalation," drawing on experience from previous roles to handle upset clients and translate their concerns into actionable steps, and possessing strong data analysis skills to transform complex data into easily understandable client reports, leveraging a teaching background to effectively communicate this information.
Communication, Data Analysis, Problem-Solving, Customer Service, De-escalation
Advizer Information
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Job Title
Company
Undergrad
Grad Programs
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Avery Tinsley
Customer Success Manager
Health Tech Social Services Platform
University of California, Los Angeles 2020
Johns Hopkins MSEd
Biology & Related Sciences
Technology
Sales and Client Management
Took Out Loans, Worked 20+ Hours in School
Video Highlights
1. Excellent communication and de-escalation skills are crucial for handling upset clients and resolving their issues effectively.
2. Strong data analysis skills are needed to interpret large datasets, understand client performance, and communicate insights clearly.
3. A teaching background or the ability to explain complex information in simple terms is valuable for conveying data-driven insights to non-technical clients effectively
Transcript
What skills are most important for a job like yours?
People skills are essential, especially knowing how to deescalate when people get upset. I think there's a level of classic customer service skills that come into play here.
I recall my time working at the bookstore, dealing with students complaining and getting angry. Similarly, at the psychiatric clinic, I learned to deescalate patients when things weren't going as expected. It's a lot of deescalation.
It's not uncommon for a customer to call in really upset and unhappy with how something is working. When you work in tech, things break and bugs happen. On the startup side, the company is still growing, so there are growing pains.
You have to deal with hearing customers, understand their concerns, and translate them into actionable items. It's important not to let their anger and frustration make you nervous or anxious. They just want someone to listen and feel like people are working on their behalf to make things better. So, that's number one.
Skill number two is data skills. You have to be able to look at large quantities of data in many different ways and paint a story that tells the client how they're performing and tracking towards their goals.
In many tech companies, we have so much data available, and it can be confusing. Being able to digest it and tell a story back to a client in a way they understand is crucial, as most clients aren't data experts.
This involves an educational component along with data analysis, turning complex information into digestible insights the client can understand. My teaching background comes into play here. Working with sixth graders taught me how to take complex information and explain it in layman's terms they can understand.