CSM-Account Executive Collaboration: 8 Tips for Success
As a CSM, working with Account Executives (AEs) is a key part of your job.
But sometimes, it can be quite challenging to build a productive working relationship.
The lack of clear communication, the requests for immediate assistance without notice, or the absence of any feedback can make the situation worse.
So, here are 8 quick tips that will help you set the foundations solid with your AEs:
1. Communicate & Set Expectations
Define clear roles and responsibilities.
Ensure AEs —in particular new hires— understand your role and how it will help them close more deals.
Use the "What’s In It For Me" framework to highlight mutual benefits.
Also, set expectations about your response times and availability for immediate call requests.
2. Collaboration Training
Take the lead and organize training sessions or workshops with AEs including the new hires.
Join Sales calls to give the team updates on the latest progress and opportunities from a CS perspective.
This will help both parties understand each other's expectations and workflows.
3. Document and Build Resources
Develop self-help resources on your intranet or other communication channels like Slack that AEs can access easily to find answers to common questions.
It will help AEs manage specific topics without pinging you all the time so you can focus on doing more deep work.
4. Feedback Process
You and the AEs should be able to provide constructive feedback to each other whenever needed.
Set regular calls so you can tackle any issues before they escalate.
5. Integration in the Sales Process
Work with Sales Leadership to integrate the CSM role into the sales workflow.
Refine and adapt the handover process.
Identify key touchpoints where CSM expertise is most valuable to Sales.
6. Mentoring or Buddy System
Collaborate with the Sales team to ensure that senior AEs guide new hires on Sales/CSM collaboration.
This will help with knowledge transfer and smoother integration into the team.
7. Regular Check-ins with Management
Keep your manager in the loop of your important communication, even more so with Sales.
Document everything and keep track.
Schedule regular check-ins to discuss progress, challenges, and any additional support or resources needed to strengthen the CSM-AE partnership.
8. Additional Strategies
Encourage mutual accountability,
Implement cross-functional collaboration.
And That’s It
Trust is built in the long run but lost in seconds.
Refine your approach based on feedback and the evolving dynamics within the account team.
Most importantly, be on top of what’s going on in your industry. It’s a must for a successful partnership with your AEs and so much beyond.
Come on, you’ve got this! 🔥🚀
I hope that helps,
CS My Way
Founded in 2019, Chief is the largest community of senior executive women, representing more than 10,000 companies and 77% of the Fortune 100. Chief has been recognized as one of TIME’s 100 Most Influential Companies and one of Fast Company’s Most Innovative Companies. 🚀🚀
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