Overview of preparing the customer success manager

(upbeat sparkling music) - Hello and welcome to the Engagement Preparation Best Practices self study training course here on LinkedIn Learning. My name is Rick Adams and I'm the Senior Consultant at practicalcsm.com and I will be your instructor for this course. We're delighted you've decided to undertake this short training program and before we begin with the training content itself, let me explain how it works and what is covered. The secret to most professions lies in the preparatory work and this is no less true for Customer Success Management than for any other type of work. The start point for Customer Success Managers, when faced with any new customer engagement, is firstly to prepare themselves by performing research and analysis to understand the customer, its challenges and initiatives, and the details about the solution it has purchased. After this, the CSM needs to prepare the customer for the upcoming onboarding, adoption, and value realization work that lies ahead of them if they're going to generate successful outcomes from the purchase and utilization of the CSM's company's solutions. This course takes CSMs through the processes and steps needed to ensure that both they themselves and their customer's stakeholders are fully prepared and ready to proceed with making the customer's initiative successful. The Engagement Preparation Best Practices course will take you approximately one hour to complete and comprises 10 separate short videos contained within two sections. Section One is titled, "Preparing the Customer Success Manager," and Section Two is called "Preparing the Customer's Stakeholders." You can watch the videos in any order you wish, but we think it makes most sense to start with Video One and watch them in the order we've created them in as later videos will sometimes build upon theories and concepts previously explained in earlier ones. This course can be taken on its own or as the third of a series of seven courses that build upon each other to cover the entirety of Customer Success Management best practice in greater detail. We hope you enjoy this course and if so, please do look out for the other courses in this series. (upbeat sparkling music)