{"id":386205,"date":"2019-10-03T10:39:18","date_gmt":"2019-10-03T17:39:18","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-fr\/a-day-in-the-life-of-a-cisco-csm\/"},"modified":"2019-10-03T10:39:18","modified_gmt":"2019-10-03T17:39:18","slug":"a-day-in-the-life-of-a-cisco-csm","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/fr\/collaboration-fr\/visioconferences\/a-day-in-the-life-of-a-cisco-csm\/","title":{"rendered":"A Day in the Life of a Cisco CSM"},"content":{"rendered":"

Customer Success Blog Series<\/strong><\/span><\/p>\n

The Customer Success Blog Series<\/a> highlights Customer Success Managers (CSM) and their Customers where we spotlight a Customer Success Story. Learn how Cisco\u2019s collaboration technology is making positive organizational impacts, solving real-live business challenges and can impact a customer’s outcome.<\/em><\/p>\n

Aha Customer Experience Moment<\/h2>\n

Success for Amal\u2019s team comes in many flavors, but it\u2019s always about delighting customers\u2014often in ways that surprise them. It\u2019s that fist-bump she shares with her teammates when they make a breakthrough onboarding a customer. And that \u201cAha!\u201d moment customers experience when their eyes widen in realizing just how much Webex can do for their business.<\/p>\n

Every day Amal feels blessed for the opportunity to manage an incredible team of Customer Success Managers (CSMs) comprising of a colorful patchwork of talents, experience, and interests. With diverse backgrounds and personalities on her team, every day at work on Cisco\u2019s RTP campus (Raleigh, NC) is full of fun and excitement.<\/p>\n

\u00ab\u00a0My work is comprised of many moving parts. I love that no day is the same as the next\u00a0\u00bb -Amal Abdelwahab Elhag<\/p><\/blockquote>\n

Amal spends much of her working day interacting with customers and her team. Whether it’s a customer escalation, team strategy meeting, planning session, or CSM interview (Yes, her team is still growing), making connections with people makes her feel right at home.<\/p>\n

How Amal’s Team Gets it Done<\/h2>\n

Amal finds it easy to work with her team on Webex. Whether they’re in the office or traveling to meet customers, everyone can keep connected and stay up to speed. On their Webex Teams space (suitably named \u2018Amal About That Webex\u2019), the CSMs share news, updates, and best practices.<\/p>\n

They meet at least once weekly to discuss business developments, upcoming events, and to celebrate wins as a team. Webex is also where Amal\u2019s team connects on a more personal level to share family and holiday photos, or a laugh to brighten everyone\u2019s day.<\/p>\n

\"Customer<\/a><\/p>\n

Creating Personalized Adoption Experiences<\/h2>\n

Setting weekly goals with her team is how Amal ensures they\u2019re always in the best position to help their customers succeed. She explains how these objectives are shaped by what different organizations want to achieve with Webex.<\/p>\n

A CSM might wish to review usage metrics with the customer to identify areas for improvement. In other instances, they might prioritize fine-tuning their Webex configuration to the specific needs of their business. It all depends on the customer, their success plan, and exactly where they are on their journey.<\/p>\n

Feeling Great About What We Do<\/h2>\n

There is a strong work ethic in Amal’s team, but they also have lots of fun, both inside and outside the office. When they get out, it\u2019s often to enjoy a meal together, do something fun like bowling, or volunteer locally as a way of giving back to the community.<\/p>\n

\u201cWe all have so much pride in our work. We genuinely love the products we support and want our customers to love them as much as we do. Because we see firsthand the value and impact of our work every day, being fanatical about Webex is a natural part of the process, for both our customers and us,\u201d says Amal.<\/p>\n

When I ask Amal if she can tell me what she loves most about her job, she quickly comes back with, \u201cEverything,\u201d and gives me a broad smile. She then goes on to say that the professional development of her team is the most rewarding part of her job as a CSM leader.<\/p>\n

\u201cI love watching my team grow in ability and confidence. From the moment a CSM realizes the role they play in their customers\u2019 success, it\u2019s like a light turns on and they feel ever more determined to help them achieve even more than they set out to,\u201d says Amal.<\/p>\n

Being Part of Something Bigger<\/h2>\n

For Amal, it\u2019s important that every CSM on her team understands how their own success relates to the success of their customers. She sees their role as more than to ensure customers adopt Webex products successfully. Or even to help them work and communicate better.<\/p>\n

\u201cWe give doctors the tools to see and treat patients everywhere. We help businesspeople build face-to-face relationships with their customers. We break down classroom walls to connect students and teachers in distributed learning programs. And this is just the start\u2014our customers are sharing with us new ways they\u2019re transforming lives using Webex every day,\u201d says Amal.<\/p>\n

It\u2019s for these reasons that Amal believes her team is driven to go above and beyond for their customers\u2014because they feel part of something much bigger than the products they serve.<\/p>\n

Check out our adoption resources at\u00a0cs.co\/webexadoption<\/strong><\/a><\/p><\/blockquote>\n

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\"Simon<\/a>Guest Blogger: Simon Capstick-Dale, Copywriter, Digital Experiences & Collaboration at Cisco<\/strong>
\nSimon is a copywriter for the Digital Experiences (DXE) team at Cisco focused on Webex products and services within the Collaboration portfolio. His content meets and guides users through every touchpoint of the customer lifecycle to the best possible experience. By creating memorable, adaptive digital-first motions that drive enablement, learning and customer success, he strives to make a true ambassador of every Webex user.<\/p>\n

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