3:58 – 7:26 – CS Ops Skillset – One is being comfortable with technology. Two is their process for working and treating the customer, not just as individuals but thinking about standard ways to interact with them and identifying the process and systems that work well. Three is how they work with internal customers.
7:26 – 9:22 – Is CS Ops Only for SaaS? – If you want to retain your customers, think about bringing the right people, systems, and practices. CS Ops can measure valuable insights and deliver the necessary tools and data for the customer-facing teams to become more efficient which is applicable to any business model.
9:22 – 12:22 – Measuring Ops Team Success – Tactically measuring team productivity is one of the pillars for measuring team success. To see the impact of the work, measure things like retention, expansion, and efficiency of the team. Choose your area of focus, and make a hypothesis. Then, develop a plan that can be implemented and measured. See how the activities are tied to the leading indicators and ultimately to the lagging indicator of revenue.
12:22 – 18:03 – The Importance of Storytelling in CS Ops – Know the story that drives business from hypothesis – strategy – results and be able to share with executives. CS Ops can be the expert partner to the CCO to help set up infrastructure to identify challenges, implement the best solutions and measure the results.
18:03 – 21:59 – CS Ops Maturity – Most CS Ops teams start with hiring one person for one specific project or initiative like implementing new tech, expanding headcount or enablement. Then, they progress into a collection of random responsibilities, which leads to hiring specialists in certain areas to build a team. Ultimately, the CS Ops team defines its organizational mission in helping the business thrive.
27:17 – 34:06 – Where Should CS Ops Report – Since it’s a relatively new role, it might make sense to have the first few seats in CS, then determine if the team would get more out of being in the RevOps team. Ultimately it depends on your organization, but you should consider things like prioritization, the team member’s background and experience, and what systems and data they will be managing and working out of. Ultimately, the key is staying connected to the end users and stakeholders that you’re serving.