Tasks:

Main tasks:

• Supporting current clients;
• Consulting clients on company services;
• Monitoring competitors in the market for unique trading advantages;
• Preparing documents (contracts, additional agreements, invoices);
• Monitoring the provision of services to clients in a timely and qualitative manner;
• Monitoring timely payment of invoices from clients;
• Selling additional services;
• Reducing and controlling customer churn;
• Resolving disputes with clients, avoiding conflicts;
• Generating ideas and insights, both independently and from clients.

Metrics:

Retention

• Customer Base Segmentation:
  • Low: from $0 to $158.26 (approximately 26.19% of clients)
  • Middle: from $158.26 to $249.00 (approximately 69.05% of clients)
  • High: from $249.00 to maximum (approximately 4.76% of clients)
• Prioritize the base by dividing it into portfolios for CSMs, adding a Country criterion:
  • Canada/United States of America
  • Europe + United Kingdom
  • India
• Introduce Achievement Criteria for each CSM:
  • Retention Revenue: Retaining revenue should be 85% of the assigned client portfolio at the beginning of the reporting period. The reporting period is considered the 1st day of each quarter.
  • Retention Customer: Each CSM must meet the condition of retaining 3% of the total number of all Business tariffs in their portfolio.

<aside> 💡 Conclusion: Prioritization is distributed as follows. CSMs primarily focus on high-value clients (meaning Business tariff). By fulfilling this rule, they delve into added value and focus their attention on revenue retention, which should be above 85% for them (to achieve this, they apply upselling skills from Free to paid tariff or from Essential to Business tariff/cross-selling (Rally product)).

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Customer Lifetime (LT):

To achieve this metric, CSMs must not only increase revenue but also gather insights for the product team. There is no fixed LTV target for CSMs; however, a recommendation of 300 days is set.