Curious - what is the consensus on the Customer Success Specialist roles within CX? Are these positions to avoid? Are they high risk for LR? How is overall job satisfaction?
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Now that the company is focused on the everything as a service model, customer adoption of all software solutions is key. CSS is front and center of that. A lot of investment and hiring going on with that role
It’s a rebranded NCE - jobs that have been on the chopping block since 2005-ish.
Any customer-facing role without a direct quota is at risk.
Take it you want to get into CX. But keep in mind that a. CX has had the most LRs in the last few years as they've tried to define the role and b. I don't think the CX roles here are the same as what other companies in the industry defines CX as.
CX as a set of roles has a lot of potential but needs to be resourced and skilled prpoerly. Providing best practice advice for customers is sorely needed and I think welcomed, but is of course a scarce skill for the new solution sets.
Company seems to be betting on CX replacement for sales tech, without understanding the existing knowledge base and relationships.
Customer trust needs to be gained over time.. I beleive that will take time and investment in Sales and CX teams working together, not just individuals - get rid of the silos...
we'll soon see what committment there to do this properly.
CX only cares about cost-cutting. It's a deadend-job from Day 1. The EVP of CX makes $20 million a year, but always claims budget issues when it's time for promotions.
There are budget issues because your CX leadership team makes all the money.
It's a fancy title for an AS architect. Please don't get trapped into the marketing re-name of an NCE or CX architect title, they will LR as and when they want. One of my friend CSS just got LRd who has been on the same account for a number of years and the customer knows him better than the sales account team but still, he got whacked.