AUTOR: PASCAL FRICK
The Customer Success Managers (CSM) have an essential function at MS Direct. With their work, they ensure that customers can get the most out of the services and remain on course for success. Kevin Egli has been part of our CSM team for nine years and gives us an insight into his varied work in this blog.
Kevin, what tasks does a Customer Success Manager actually have?
The work of the CSM is very varied; no two days are the same for us. Basically, we have four basic areas of responsibility in our job. For example, we ensure the successful onboarding of our new customers by implementing optimal processes and systems together with the respective customer. In this respect, we also take on an advisory role, coordinate internal departments and act as the first point of contact for the customer.
And as the title Customer Success suggests, we also ensure the success of our customers. A central part of our work consists of proactively monitoring and analyzing our customers’ processes and systems. Based on our data, we work with our business analysis team to see where optimizations can be made. We also make appropriate recommendations to our customers and look for up- and cross-selling opportunities.
Last but not least, we are responsible for invoicing our services. In doing so, we evaluate various data from logistics and customs and work closely with the finance department.
At CSM, we work closely with our customers over many years and build long-term relationships.
Kevin gives a look behind the scenes
What do you particularly like about your job?
I really appreciate the personal contact with customers and our many departments. I enjoy developing solutions and coordinating projects between different departments.
What’s more, customer success management is a job that never gets boring. Every customer is different, each one has their own requirements. This is always an exciting challenge for me and makes the job even more exciting – even after eight years. The icing on the cake are the brands. We have many well-known customers in our portfolio, such as On Running and Mango.
Some MS Direct Customers
What is special about customer success management in e-commerce?
E-commerce logistics is a very dynamic industry that is currently undergoing strong development. Automation, software development and robotics are forward-looking topics for e-commerce service providers like us. MS Direct is investing heavily in these areas and is at the forefront in Switzerland. New robots and systems are enabling ever more efficient processes. This is incredibly exciting and is constantly opening up new opportunities for us in Customer Success Management.
What skills does a Customer Success Manager need?
As we work very closely with our customers, a customer-oriented way of thinking and acting is of course essential. But flexibility, pragmatism and a solution-oriented personality are also important. As I said at the beginning, our job is different every day. Sometimes things can get hectic in logistics, so a cool head is very helpful.
Last but not least, you also need a good understanding of processes and a sense of responsibility. After all, we share responsibility for the success of our customers. We are responsible for ensuring that the processes are and remain efficient. We do all of this largely on our own responsibility, but we also enjoy a great deal of decision-making freedom.
I think that if you are interested in a rapidly developing industry, enjoy working in a solution-oriented way and working with customers, then Customer Success Management at MS Direct is the right place for you.