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SkillsMP ha recopilado 58 skills de stephenrogan/csm-skills. Abre una skill para revisar su origen y sus detalles.
Mostrando 40 de 58 skills recopiladas.
Develops a structured 90-day strategic plan for a key account by defining priorities, setting measurable objectives, mapping stakeholder strategy, and identifying risks and opportunities. Use when asked to build an account strategy, create an account plan,…
Idioma del texto original: inglés
Produces a structured SWOT analysis for a customer account, identifying strengths to leverage, weaknesses to address, opportunities to pursue, and threats to mitigate. Connects each element to specific actions. Use when asked to analyse an account…
Idioma del texto original: inglés
Extracts commitments, action items, and follow-ups from any unstructured text including call notes, email threads, meeting transcripts, Slack conversations, or internal discussions. Outputs a structured list with owners, deadlines, and priority. Use when…
Idioma del texto original: inglés
Prioritises a CSM's full book of accounts into action tiers using a weighted scoring model that considers ARR, health, renewal proximity, engagement status, and strategic importance. Produces a ranked list with recommended time allocation. Use when asked to…
Idioma del texto original: inglés
Provides a lighter alternative to a full QBR for mid-market and SMB accounts that need value conversations but do not warrant a formal quarterly business review. Structures a 20-30 minute business check-in with usage highlights, value evidence, and…
Idioma del texto original: inglés
Generates a structured post-call summary from raw notes, key observations, or a brain dump of what happened. Organises the chaos into discussion points, decisions, action items, sentiment, and flags. Use when asked to summarise a call, structure meeting…
Idioma del texto original: inglés
Assesses whether a CSM's book of accounts is manageable given the mix of account tiers, health states, upcoming events, and strategic demands. Produces a capacity assessment with overload indicators, rebalancing suggestions, and evidence for headcount…
Idioma del texto original: inglés
Structures a CS career progression plan from current role to target role by mapping required skills, identifying gaps, defining development milestones, and building a timeline with specific actions. Covers the full CS career ladder from CSM through VP. Use…
Idioma del texto original: inglés
Writes genuine notes celebrating customer milestones, achievements, team successes, or personal events. Avoids corporate platitudes in favour of specific, personal recognition that strengthens the relationship. Use when asked to write a congratulations note,…
Idioma del texto original: inglés
Provides a structured framework for helping customers drive internal adoption of your product within their organisation. Addresses resistance, stakeholder alignment, communication strategy, and phased rollout planning from the CSM's perspective as an external…
Idioma del texto original: inglés
Writes personalised customer check-in emails that do not sound like templates. Calibrates tone by segment, incorporates account-specific context, and always includes a specific question or observation rather than generic outreach. Use when asked to write a…
Idioma del texto original: inglés
Structures a post-churn analysis to identify root causes, missed signals, intervention gaps, and systemic lessons. Produces a documented analysis that prevents the same failure pattern from repeating across the portfolio. Use when asked to analyse a churn,…
Idioma del texto original: inglés
Evaluates the severity of a competitive threat on a specific account by assessing the evaluation stage, trigger, relationship strength, and switching cost. Produces a threat classification with a response framework. Use when asked to assess a competitive…
Idioma del texto original: inglés
Walks through a customer contract to identify key commercial terms, renewal conditions, pricing structure, auto-renewal clauses, termination requirements, and negotiation leverage points. Produces an annotated summary the CSM can use for renewal preparation.…
Idioma del texto original: inglés
Builds the business case for CS investment -- headcount, tooling, programmes, or operational improvements. Structures the argument in CFO-ready language with ROI projection, risk quantification, and evidence from portfolio data. Use when asked to build a…
Idioma del texto original: inglés
Takes a CS metric and produces a comprehensive explanation including definition, calculation method, industry benchmarks, what drives it, how to influence it, and common misinterpretations. Use when asked to explain a CS metric, understand NRR or GRR, learn…
Idioma del texto original: inglés
Writes genuine, non-corporate apologies after service failures, outages, missed commitments, or other situations where the customer was let down. Provides multiple framing options calibrated to the severity of the failure and the state of the relationship.…
Idioma del texto original: inglés
Interprets mixed or contradictory signals from a customer by analysing the gap between what they say, what they do, and what the data shows. Produces a structured interpretation with investigation recommendations. Use when asked to decode customer sentiment,…
Idioma del texto original: inglés
Prepares talking points and framing for difficult customer conversations including delivering bad news, addressing underperformance, raising pricing concerns, discussing missed commitments, or having an honest conversation about a failing relationship. Use…
Idioma del texto original: inglés
Writes structured escalation documents that get the right people to act on a customer issue. Includes the headline, timeline, customer impact, resolution attempts, specific ask, and commercial context. Use when asked to write an escalation brief, document an…
Idioma del texto original: inglés
Helps a CSM decide whether to escalate an issue, when to escalate, to whom, at what severity, and how to frame it. Distinct from the escalation-brief-writer (which structures the escalation document) -- this skill helps with the judgment call of whether…
Idioma del texto original: inglés
Condenses account context into structured executive summaries of varying depth -- from a 30-second verbal brief to a one-page written summary. Formats for the specific executive audience (your leadership, the customer's leadership, or both). Use when asked to…
Idioma del texto original: inglés
Framework for when and how to involve executives -- yours and the customer's -- in the account relationship. Covers timing, framing, preparation, and follow-through for executive engagement at renewal, expansion, escalation, and strategic alignment points.…
Idioma del texto original: inglés
Writes the initial outreach email to a senior stakeholder the CSM has not engaged before -- going high for the first time. Calibrates register, framing, and approach to executive communication standards. Use when asked to write an email to a VP, CRO, CFO, or…
Idioma del texto original: inglés
Scores expansion readiness for a customer account by assessing adoption depth, value realisation, stakeholder alignment, commercial signals, and timing. Produces a readiness classification with the recommended expansion approach and the specific signal that…
Idioma del texto original: inglés
Writes post-meeting follow-up emails that reinforce commitments, document decisions, and maintain momentum. Produces a customer-facing email that both parties can reference as the record of what was agreed. Use when asked to write a follow-up email, draft a…
Idioma del texto original: inglés
Structures personal and professional development goals for a CSM using a progression from current capabilities to target role or skill level. Produces measurable milestones with a timeline. Use when asked to set goals, build a development plan, define career…
Idioma del texto original: inglés
Writes the transition email when a customer moves to a new CSM -- the outgoing CSM's introduction of the incoming CSM. Balances reassurance with enthusiasm, provides enough context for the customer without overwhelming them, and positions the incoming CSM for…
Idioma del texto original: inglés
Generates an internal-only post-meeting summary that includes context a CSM would never share with the customer -- political observations, relationship assessments, competitive intelligence, strategic notes, and honest sentiment reads. Distinct from follow-up…
Idioma del texto original: inglés
Compiles account portfolio status into formatted internal updates for leadership, cross-functional teams, or manager reviews. Adapts detail and framing by audience. Use when asked to write a status update, compile a portfolio summary for leadership, create a…
Idioma del texto original: inglés
Structures preparation for CS job interviews at any level -- CSM, Senior CSM, Manager, Director, VP. Identifies likely questions by level, helps build structured answers using the STAR framework with CS-specific examples, and prepares the candidate for case…
Idioma del texto original: inglés
Prepares structured updates and discussion points for a CSM's manager 1:1. Organises portfolio status, wins, blockers, asks, and development topics into a format that makes the 1:1 productive rather than a status update. Use when asked to prepare for a 1:1,…
Idioma del texto original: inglés
Guided diagnostic that scores account health through structured questions across five dimensions -- usage, engagement, support, sentiment, and commercial health. Produces a health classification with component breakdown and recommended actions. No automated…
Idioma del texto original: inglés
Creates structured meeting agendas with time allocation, talking points, desired outcomes, and participant roles for any CS meeting type. Adapts format by meeting type and audience. Use when asked to build a meeting agenda, structure a customer call, plan a…
Idioma del texto original: inglés
Structures what happened in a customer meeting into a CRM-ready activity record with outcome classification, sentiment assessment, next steps, and follow-up triggers. Bridges the gap between "the meeting happened" and "the system knows what happened." Use…
Idioma del texto original: inglés
Provides a structured approach to expanding relationships beyond a single contact at a customer account. Identifies target contacts, recommends engagement approaches, and builds a multi-threading strategy to reduce single-thread risk. Use when asked to…
Idioma del texto original: inglés
Analyses an NPS score and verbatim response to produce a structured interpretation with recommended follow-up by score band. Goes beyond the number to extract actionable insight from the verbatim and match it to the account context. Use when asked to…
Idioma del texto original: inglés
Provides structured response frameworks for common CS objections including pricing challenges, feature gaps, competitive comparisons, adoption resistance, and value questioning. Produces multiple response options calibrated to the relationship context. Use…
Idioma del texto original: inglés
Creates a structured customer onboarding plan with phased milestones, success criteria, timeline, and responsibility assignments. Adapts by segment and complexity. Use when asked to build an onboarding plan, structure a customer kickoff, create an…
Idioma del texto original: inglés
Structures a coaching conversation between CSMs for peer review of an account situation, strategy brainstorm, or skill development. Provides a framework that makes peer coaching sessions productive and focused rather than unstructured venting. Use when asked…
Idioma del texto original: inglés