A CS Ops Specialist is a customer success role. Their duties include coaching or training customer service representatives to provide excellent customer support or improve customer experience. Other responsibilities include tracking customer satisfaction metrics and compiling reports to help your company determine what practices and strategies are most effective. Qualifications for becoming a CS Ops Specialist include a bachelor’s degree in business administration, human resources, or any related field. However, some employers may hire applicants with experience with human resources management systems, project management experience, and customer support skills. 

What Is the Job of a CS Ops Specialist?

Jay Nathan notes that it “… isn’t technical support. It’s about ensuring each customer gets a business result they can see and feel, and having a strong connection to the market.” 

CS Operations Specialists work closely with the customer success operations team, which is a business-critical team. They work closely with the Chief Customer Officer to execute solutions that predict and prescribe solutions across the customer success function to reduce customer churn rate, drive new accounting rate of return (ARR) methods, and improve overall efficiency. A CS Ops Specialist also works cross-departmentally and with stakeholders within the customer success team to collect requirements, define solutions, and implement new strategies to mitigate bottlenecks and improve the company’s efficiency and visibility.

Other duties of a CS Ops Specialist include:

How Can a CS Ops Specialist Help My Business?

A recent article by Gainsight called “The Who, What and When for CS Operations Success” shows that CS Ops govern six crucial components in most businesses, including:

CS Ops Specialists add so much value to your business by managing your systems, processes, and infrastructure. Essentially, they offer you an unabated opportunity to scale your business and generate more revenue. 

How Can I Elevate My Approach to CS?

A solid CS strategy can help any brand reduce customer churn rates and increase recurring revenue. Companies can create solid CS strategies that deliver better customer experiences, boost product adoption, and improve internal communications by offering in-app onboarding. Your customers probably want to use your service or product immediately, which means you can enhance their experience and chance of succeeding by guiding them to get set up and engaged right away. This can increase perceived value and the likelihood of current customers becoming repeat customers. 

You can also elevate your customer success approach by providing better customer support. As customers use your products or services, most probably, they’ll have questions. Your customer support team must be readily available to answer those questions and help clients get “unstuck.” You should leverage proactive support, such as chatbots, reactive customer support, such as email tickets, and self-service support, such as knowledge base articles. To scale your customer success approach, you must strive to offer a mix of all three customer support types to ensure your customers get their questions answered swiftly.

Typically, businesses can mitigate 67% of customer churn if their customer support teams resolve or fulfill customer needs during the first interaction. Customer success is about delivering great customer experiences and helping customers derive value from your product or service as soon as possible. Often, your customers will need some type of customer support along the customer journey.

Further, personalization is the foundation of any solid customer success approach. Today’s customers look for businesses that they feel listen, understand, and pay attention to their specific goals and needs. A 2018 survey by Accenture reports that 91% of customers are more likely to buy from businesses that recognize, remember, and offer them relevant recommendations and offers. Therefore, the first step in delivering a personalized experience is understanding the customer’s needs and goals. 

What do your customers need to achieve to derive value from what you’re offering? Whether in the onboarding or upsell stage, every client interaction must focus on your customers’ desired end goal.

Also, you can elevate your CS approach by tracking customer engagement. The customer journey doesn’t end after signing a contract or purchasing a product. So you need to track customer engagement metrics regularly. Monitor customer support tickets, onboarding steps completed, the number of logins, and other activities to ensure your customers are still engaging with your service or product. After all, customers who aren’t engaged with your product or service will see no value from it.

Leverage CloudApp to Elevate Your Customer Success Approach

CloudApp is a revolutionary customer support tool that can help you deliver a better customer experience and improve customer satisfaction. For instance, Gainsight saves $10,000 annually by leveraging CloudApp to offer better customer experiences. Gainsight’s customer support team uses annotated screenshots and videos to respond to customer questions. By leveraging CloudApp, the team takes 2 to 3 typed customer interactions and combines them into one video or GIF. This eliminates the need for customer support agents to type out lengthy responses. By leveraging CloudApp, Gainsight also saves over 40 hours per month, allowing their customer support team to focus on more critical tasks.

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