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Skills in this repository
SkillsMP has collected 58 skills from stephenrogan/csm-skills. Open a skill to review its source and details.
stephenrogan/csm-skillsShowing 18 of 58 collected skills.
Builds a structured pre-call brief from manually provided account context. Produces talking points, questions to ask, risks to address, and a clear call objective. Use when asked to prepare for a customer call, build talking points, create a pre-meeting…
Adapts a generic presentation deck or template to a specific customer account by inserting relevant data, adjusting framing for the audience, and ensuring all references are account-specific. Use when asked to personalise a deck, customise a presentation for…
Structures pricing discussions with customers including renewal pricing, discount requests, price increases, and competitive pricing pressure. Provides frameworks for leading with value, handling objections, and knowing when to concede versus when to hold.…
Walks through auditing any CS process for agent-readiness by classifying each step as requiring human judgment (HUMAN) or suitable for agent execution (AGENT). Quantifies the production vs. judgment split and identifies the highest-value automation…
Tracks and manages action items from QBRs and business reviews without requiring CRM integration. Maintains a structured register of commitments from both sides with owners, deadlines, and status, and generates follow-up reminders. Use when asked to track QBR…
Builds structured QBR deck content from manually provided account data including usage metrics, health indicators, support history, value evidence, and customer goals. Produces slide-by-slide content organised by segment template. Use when asked to build a…
Helps a CSM build their quarterly plan with portfolio priorities, measurable targets, focus areas, capacity allocation, and development goals. Produces a structured plan that can be shared with management and reviewed at quarter-end. Use when asked to build a…
Writes outreach to customers who have gone dark -- not responded to recent communications, missed meetings, or disengaged from the product. Differs from a check-in email by acknowledging the silence and offering a specific reason to re-engage rather than…
Frames the initial renewal conversation by leading with value delivered, transitioning to forward-looking partnership, and anticipating likely objections based on account context. Produces multiple opening approaches calibrated to the account's health,…
Assesses renewal risk for a specific account by scoring across multiple dimensions including health, engagement, value evidence, stakeholder coverage, competitive signals, and commercial factors. Produces a risk classification with the primary risk driver and…
Creates a structured intervention plan for an at-risk account by identifying the root cause of the risk, designing a targeted response, assigning actions with timelines, and defining what success looks like. Use when asked to build a save play, design a…
Builds a structured map of customer stakeholders with roles, influence levels, engagement status, and relationship strategy per contact. Identifies coverage gaps and single-thread risk. Use when asked to map stakeholders, build an org chart, assess…
Prepares structured background research on a customer contact before a first meeting or engagement. Builds a profile including likely priorities, role-specific concerns, engagement approach, and conversation starters based on their title, function, and…
Builds a mutual success plan with the customer that defines what success looks like, how it will be measured, who is responsible, and what the timeline is. Produces a shared document that both sides reference throughout the engagement. Use when asked to…
Builds a structured 30-60-90 day plan for a CSM taking over a new book of accounts or joining a new team. Prioritises accounts by risk and value, identifies immediate relationship actions, and structures the ramp to full productivity. Use when asked to plan a…
Takes raw usage data -- even a spreadsheet export or pasted metrics -- and identifies patterns, risks, and opportunities. Translates product analytics into account intelligence a CSM can act on. Use when asked to interpret usage data, analyse product metrics,…
Constructs a compelling value narrative for a customer account by connecting product usage to business outcomes in the customer's language. Produces different versions for different audiences -- the champion, the CFO, the board. Use when asked to build a…
Structures the CSM's week based on their portfolio status, upcoming events, overdue items, and strategic priorities. Produces a time-blocked plan that balances reactive demands with proactive account management. Use when asked to plan a week, structure daily…