Nashville, TN – Today, you often hear about customer service provided by companies to those who buy or continuously use their products or services. However, you may not have heard of a customer success manager, a growing occupation in the business world. When you look at these two roles, you may be wondering what the difference is. The following is a list of how a customer success manager differs from those who work in customer service:
- Helping customers transition from sales prospects to users of your product
- Focusing on customer loyalty
- Building close and lasting relationships with clients
- Being proactive instead of reactive
Tim Glover joined the Stacked Sports team in November 2020 as the customer success manager. Glover comes to Stacked Sports with over five years of experience in the field of athletic manufacturing sales, and also experience as a Division I track and field athlete. As the customer success manager, Glover’s ultimate goal is to ensure that customers are as happy as possible with RecruitSuite and other Stacked Sports products. He takes great pride in being proactive when it comes to customer success. “There is a difference between customer success and customer service,” Glover said. “Somebody to me in customer success speaks out about the long-term goals of our customers. We are making sure they are benefiting from the product as much as possible, not only responding to questions, comments, and concerns, but also giving them new product information”.
While other companies act in reaction to customer problems, the goal of our customer success managers at Stacked Sports is to be proactive in finding solutions for customers before they even need them. Having the customer success manager role at Stacked Sports not only allows for proactive success, but also company sales growth. Andy Wang, the recruiting assistant for the University of Colorado football says the following: “Having a customer success division is a great benefit of Recruit Suite. It allows us to have a day-to-day contact within the company who is able to answer questions and assist with functionalities at a moment’s notice”. Ultimately, at Stacked Sports, we want to make sure everyone finds value in what our product is and what it does for them. Having this customer success role is a good asset to build relationships, trust, and retention with clients.
When asked about the role of customer success at Stacked Sports, Taylor Searels, the on- campus recruiting coordinator for Vanderbilt football said, “Having full time customer success has been instrumental for Recruit Suite being successful at Vanderbilt. Because of this, we are able to reach out any day/ any time to get immediate help to make sure our prospects are being reached exactly when they need too. Football doesn’t work in ‘business hours’ and it is so nice to have real life people help you out when needed! They also work with us to tailor certain aspects of recruit suite to our specific needs. They save me so many hours.”
Are you interested in recruiting at a higher level and ensuring proactive customer success? Request a demo today to begin working with our team!