Immediate responses vs. delegation of functions

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Without a doubt, the Account Manager is a solid link between the client and the company.

For example, if it is a SaaS company, this professional may receive some concerns from the user about the use of a tool and then transmit them to the systems or support team.

That's all very well! However, in many circumstances less intermediation and more immediacy is required , and that is where Customer Success takes on special importance.

These professionals must have knowledge of the service or product purchased by the client, as well as the client's needs, in order to be able to offer direct help on different occasions.

Logically, if it is a very technical or specific area, which another member of the team masters, the CS can delegate the work to a third party.

Furthermore, although the Customer Success professional is the closest to the client, this does not mean that in certain situations the user cannot go directly to another member of the team, through chats and other similar channels.

In what contexts do these professionals operate?
The Account Manager is a professional who has been in the market for longer.

Generally, it acts as an “appendix” to the sales team , seeking to ensure customer satisfaction to generate renewals and new business opportunities.

It is especially common in the context of advertising ukraine mobile database and marketing agencies , where an Account Manager can act as an agent who does not allow the client to “run away” and go to the competition.

For his part, Customer Success is an expert who has been mainly linked to SaaS companies , startups and different organizations that develop their activity based on technology and innovation.

As we have already mentioned, the context of participation is much broader, as the client is accompanied from the beginning, even when planning their strategies and lines of action.

To do this, you can implement comprehensive management methodologies, such as OKR (objectives and performance indicators).

The CS also supports constant feedback and provides the customer with tools to constantly evaluate, through scores or comments, their interaction with the company and the product they purchased.