Teaching Customer Facing Skills to CSMs: SITA Customer Success Case Study

With the majority of technology firms creating Customer Success organizations, many are struggling to identify the right skills and training for Customer Success Managers (CSMs). Metisphere is a product built to teach customer-facing skills to customer-facing resources (consulting, sales, support and customer success). In this webinar, the Head of SITA Customer Service and the CEO of Metisphere will discuss how they are using Metisphere to transform SITA’s 250 global Technical Service Managers into Customer Success Managers. They will detail the specific design of the tool and how it accelerates learning for customer-facing staff as well as the approach they took to the global rollout in a COVID-19 impacted environment, the successes they have had and the lessons they have learned. SITA's specific situation of serving the heavily impacted airline industry should also be noted for anyone wanting to learn more about the value of skills development during the pandemic.

Attendees will learn:

• A new (and remote) approach to the effective development of customer-facing skills
• A framework for effective CSM transformation
• A key framework for the teaching of CSM skills (onboarding, adoption, etc.)
• Advice for ongoing coaching and mentoring of CSMs