The difference between a Customer Success Manager and a Customer Support representative can often cause confusion as it can seem to be the same role as the main core to the role is to satisfy clients and customers with solutions and services. However, missions and requirements for these two roles are different but they are crucial to a business and should work well together to achieve success for their clients and company as well.
What do they do?
The role of a Customer Success Manager has a more proactive approach, providing continuous support to clients in order for them to achieve their business goals, whereas a Customer Support Representative, primarily supports inbound calls related to an issue or a problem.
As a Customer Success Manager, the aim is to create strong and long-lasting relationships with their clients and make them as successful as possible. The focus of a CSM is also to make sure they reach out to the client with any issues they are detecting, before the client reaches out to them with the problem, this way, they build trust and a strong relationship. KPI’s of a Customer Success Manager are mainly based on the positive influence on their clients’ purchases, retention rates or upsell rates.
Meanwhile, Customer Support Representative is often reached out by clients or customers firstly as he or she will be in charge of providing resolutions for products or services. Their main mission is to drive satisfaction and aim to maintain the relationships with their clients or customers. The speed and quality of support interactions are the metrics for a Customer Support Representative.
What are employers looking for?
Employers’ expectations for those roles are similar with excellent communication skills, good vision and positive attitude to satisfy their key clients or customers. They both must understand well about their company, products and services.
Recruiters often look for a Customer Success Manager with great experience, deep knowledge in their realm, relationship building skills and empathy. These skills are believed to be the key factor to reach a successful outcome and a long-lasting, proactive relationship between the parties involved.
The crucial skills of a good Customer Support Representative are patience, problem-solving and emotional intelligence skills to deal with issues or problems from clients or customers. Those personalities can help him or her overcome the challenges or obstacles which he or she is going to face every day. Positive motivation and trust are the bonus points for him or her to earn loyalty and maintain their relationships with their clients.
The choice of moving from permanent to contract working is becoming a popular option and has its benefits.
We have seen an increase of people moving from permanent to contracted working. This type of working can suit a range of careers including Business Analysts, Project Managers, Technical Support, Software Development and Database Analysts. Contracting offers more felixibility and can be a more lucrative option to permanent.
Here are three reasons why making the change to contracting can be a good option:
Flexibility
This can suit those that want to take some time out between contracts. Some for travelling or those with families taking time off during summer months, making this a good option for full-time working parents.
Lucrative
With different contracting options available you can decide whether having your own company or working under an umbrella company gives you more control over pay and benefits.
Using the Irish Euro tax calculator* will give you an approximation of your monthly take home pay.
* The calculator forms information from a third-party and should be used as a guide only. e-Frontiers are not responsible for the accuracy of the information within.
Exposure to variety of industry sectors
Working in a variety of industry sectors provides the contractor with building on their expertise and exposure to a wide choice of projects and technologies.
Contracting Options
Our guide provides information on options available for working as a contractor, whether you prefer to work as your own limited company or to work under an umbrella company.
Also included is information on our trusted financial partners who will guide you and take care of all your contracting needs.
Download our brochure to find out more.
Contact one of our recruitment consultants for all contracting jobs.
Trish Lynch specialises in Project Managers, Business Analysts, Test Analysts, Test leads, Test managers, Java and Technical Architects.
Anca Antonica Database Development, Test Automation, .Net and Front-end.
John Ryan specialises in System Support, Security Consultants, Virtualisation Specialists, Infrastructure Consultants, Cloud Automation Specialists
Alexandra Pop Contractor and Customer Success Manager
Hemos detectado la dificultad de muchos candidatos para superar las entrevistas de selección, ya sea porque el CV no es adecuado, no saben como buscar empleo o cometen errores imperdonables en sus entrevistas. Por aquí os dejamos algunos tips que os ayudarán a tener éxito en vuestros procesos
¿Cuáles son los tips básicos para la creación de un CV atractivo?
Creo que la creatividad y ser uno mismo en la clave para darle personalidad a un CV. A mi no me gusta dar tips de lo que hay que hacer para no sesgar la parte de «ser uno mismo», pero si me gusta comentar lo que no hay que hacer. Por ejemplo, incluir demasiados detalles personales como DNI, estado civil, la dirección de casa… los considero aspectos privados, no relevantes y que ocupan espacio. Extendernos demasiado en el CV, genera cierta pesadez en la persona que lo tiene que leer, 2 – 3 páginas (a lo sumo, si tienes más de veinte años de experiencia), podría valer. Para experiencias laborales muy antiguas, no es necesario extendernos porque ya han dejado de ser relevantes y en el mundo IT las tecnologías van a estar obsoletas. A nivel general, no debemos perder de vista aspectos importantes como la claridad, la buena impresión de conjunto y evitar incluir demasiados colores o imágenes para no desviar la atención.
¿Cuáles crees que son los errores más comunes que un candidato suele cometer en el proceso de selección?
Un comentario frecuente con el que nos encontramos es que los candidatos hace más referencia a lo que no saben (por miedo o inseguridad) que a todo lo que pueden aportar al puesto de trabajo. Otro error frecuente es no ser concisos en las respuestas. El hecho de querer contar mucha información hace que finalmente no se responda a lo que se pregunta.
Si tuvieras que darle un consejo a alguien que va a realizar su primera entrevista, ¿qué le dirías?
Suena a tópico pero lo primero es tranquilizarse, respirar hondo y pensar que todo va a salir bien. Si le transmitimos a nuestro cerebro mensajes como: «me va a salir mal», «no se que decir», «no soy capaz», ¿cómo van a ser tus respuestas? Negativas, poco acertadas e inseguras; todo lo contrario a nuestro propósito. Por tanto, considero imprescindible afrontar el reto con una actitud positiva, segura y siendo conscientes de que de podemos hacer y además, hacerlo bien.
Bajo tu punto de vista, ¿cuáles son los puntos clave para garantizar el éxito en un proceso de selección?
Un proceso de selección puede constar de varias entrevistas y puede ser largo y tedioso. Creo que la clave está en ser paciente, preparar cada una de las entrevistas y mostrarse flexible durante todo el proceso. Con esto último me refiero a facilitar llegar a un acuerdo para agendar una entrevista, por ejemplo. Estas suelen ser en horarios cuando los candidatos tienen obligaciones (laborales o familiares) y es frecuente una respuesta de: «no puedo a esa hora y ese día» y esperan a que el entrevistador vuelva a ofrecer una nueva fecha y hora para, probablemente, dar la misma respuesta. Esa actitud da mucha sensación de falta de interés que no beneficia a ser el candidato elegido.
¿Qué crees que es aquello que en una primera entrevista puede hacer al candidato marcar la diferencia respecto al resto?
Creo que la clave está preparar un guión de lo que quieres hablar, haberlo practicado (un par de veces delante del espejo) para que no se olvide nada y ser conciso en las respuestas; saber escuchar también es fundamental, muchas veces los nervios juegan malas pasadas. La persona que tenemos enfrente lo único que quiere es conocernos y ver si nuestras habilidades hacen match con el puesto, no hay que tener miedo, ¡tomémoslo como una charla con un amigo al que acabamos de conocer!
June 2020
Virginia Dueñas
Don’t you believe that the information you leave behind on the internet could help you make a great move in your career. Some employers and recruiters prefer to target your digital footprint during the hiring process, especially in the offer decision. In the technology era, your online activities could be a part of the first impressions for your network.
Pros and Cons of your digital footprint
Your online portfolio is more attractive to recruiters and employers than your CV as it tells us more about yourself. Besides your working timeline and achievements, your virtual profile also reveals your practical experience, sided projects, visible research and wide knowledge. We can base on that information to connect you with big companies, offer you your dream job or support you to reach a higher level in your career.
However, your cyber footprint can be a double-edged knife for your career. Be aware that some of your posts may stay on the internet permanently and the others can approach them from a simple search on the browser. Therefore, you should think carefully before sharing something with your network.
How to improve your digital footprint
On point of view, you can take advantages of the benefits of the virtual world to build up your personal brand as an expert in your realm. Joining the forum to discuss or share your experience or knowledge will help you expend not only your networking but also your career opportunity. I am sure that it will be a big competitive advantage for you to stand out among the talent pool.
It’s an ideal idea If you want to change your profession, it’s an ideal idea to post your research your projects on the new realm to prove your ability. I have heard some stories of successful changing profession from my candidates. You can be the next one.
What do you think? Share with me your opinions.
February 2020
Cristina Rafael
“FAIL TO PREPARE,
PREPARE TO FAIL”
e-Frontiers highly recommends that you use the time prior to the interview wisely. Interview preparation is essential and must be taken seriously. Some people we engage with spend up to 10 hours preparing. Based on our research, candidates who prepare well in advance of the interview, increase their chances of success by up to 30%. Regardless of the type of interview, you are about to have; behavioural, experience or competency-based, e-Frontiers recommends that you use the following approach.
What do you know about the company?
Interviewer: What do you know about our company?
Interviewee: You are a software solutions provider.
(Silence)
Outcome: Rejection
The above is possibly the worst answer you can give to a HR or hiring manager. Sometimes they may be insulted or this can be a moment of embarrassment for you. Ensure this doesn’t happen. It is a competitive IT jobs market, and when you are seeking a new job, most of the time you will have a few options. The client also has options. Stand out from the competition by researching the company.
With the first step in your interview preparation, e-Frontiers suggests you write down 20 facts about the company you are meeting. Depending on the company (i.e. a Multi-national or a Stealth-mode Start-up), the information available may vary.
There are many resources for information such as their website, Google News, Silicon Republic, LinkedIn, your e-Frontiers Recruiter, etc. If you find it difficult to obtain information, this will allow you to start creating questions to ask the interviewers.
For Skype, Hangouts and phone interviews, you can have these points sitting in front of you.
If it is a face to face interview, re-read these points just before it begins.
Tell us about you
The next essential tip in your interview preparation that e-Frontiers advise is that you write out your experience where it correlates to the job description. What on your CV relates to this job? When asked to go through your experience at the interview you should primarily focus on matching you to the job. Don’t be too rigid either. You are likely to possess skills and experience that go beyond the job description and can add further value. Employers want this added value. They know you can do this job but what sets you apart from the competition?
For competency-based interviews, link your experience to their competencies.
The position
The next objective in your interview preparation is to re-write the job description in your own words. What do you think this job is and what do you know about it? This will allow you to relate the role to your experience and skills.
Your motivation
One of the most important areas in your interview preparation, and why you are even considering looking for a new role is to write down your motivations for this job. Why do you want this job? We suggest you aim for 10 motivations. Step 1, 2 and 3 should help construct these motivations. Financial motivations are fine but they need to be low down your list. Your e-Frontiers Recruiter will be discussing these in initial engagements.
Post-Interview – Their perception of you
Following the interview, over the coming days, the interviewers will be discussing your performance. The final step for your interview preparation that e-Frontiers recommends, is for you to write out in 5 – 10 lines what you want them to say about you. This will create a framework that will guide, shape and direct your interview.
Why is interview preparation important?
- You will know the company’s background in greater detail.
- You will thoroughly understand the job.
- The employer will understand your fit for the role much better.
- The employer will be impressed by your level of preparation.
- The employer will know that you are motivated for this.
- Interview preparation will increase your chances of success by up to 30%.
Final checklist in my interview preparation
- For onsite interviews, plan your journey to their office. Aim to be 15 minutes early. Not more than this and certainly not late.
- If you have progressed following the 1st interview, revise the questions you were asked, especially any you struggled with. Have you been proactive and researched that area of weakness?
- Research the interviewers beforehand. Google them or check them on LinkedIn. It’s a great way to strike up a conversation and build rapport.
- Do you know anyone working there? They can give you further insight into the company, role, culture, etc.
- Have questions prepared for the interview. This is the best opportunity to access primary information about the role, people, etc.
- Positivity, enthusiasm, interest and energy are essential ingredients to successful interviews.
- Look smart. After all this is an interview.
AND FINALLY
We wish you the best of luck in your interview.
August 2019
Are you wondering whether you should make a job change or not? Stay calm and go through the 5 basic questions before you decide to change job.
1. Are you happy with your job?
“Do what you love and you’ll never work another day in your life”. If you are not happy with your current job, ask yourself what you expect in the next opportunity. It’s not good if you just look for a short-term escape which will bring unhappiness for you again. Give yourself some reasonable motivations for a job change such as a new experience, a higher position or promotion opportunities.
2. What are your skills?
Do you have the feeling of being stuck in the same position in your current job? There is likely a problem which you should figure out before you change job. It is better to really understand your capability and capacity and whether it matches your dream job. It is never too late for you to upgrade your level and learn new skills to become a qualified candidate for a new position.
3. Do you have work-life balance?
Do you have it in your current job or are you looking for it when you change jobs? The contentment in both your work and private life is important and drives you to success. Separating your work and your personal life will help you work productively and have a healthy lifestyle. You should ask some questions about company culture and work-life balance. Planning each work day in advance and focusing when you come in will help you be more productive at work. Leave work in the office behind you and enjoy the contentment in your personal life.
4. Are you ready to get out of your comfort zone?
Think about new challenges you will face when you make a job change decision which will force you out of your comfort zone. Stepping out of your comfort zone can be a little daunting but can have huge benefits. Learning something new and improving your skills will give you a sense of satisfaction and achievement and may give you a different outlook on your current job or look towards a different direction.
5. What is your plan for a job change?
No one can answer this question better than you. Who do you want to be in the future? What do you want to achieve in your career path? What is the working environment like? Is salary the most important to you in your career? You should consider your value before making the move.
March 2019
William Clement Stone once said that “Sales are contingent upon the attitude of the salesman, not the attitude of the prospect.” – This can be true when we examine both the salesperson and the customer’s attitude. But, let’s focus on the salesperson, what are the sales skills needed to be a successful salesperson?
Sales skills can be divided into different areas: hard skills and soft skills. The first ones are the ones directly related to the job and can be developed and learned with training and practice. Under the hard skills, we can have for example the ability to find new opportunities, qualifying the leads, doing demonstrations and so on. Hard skills are for sure important but they are not enough for you to be as a successful salesperson if you don’t combine them with the soft skills.
Soft skills or People skills are the glue that holds things together, they are all about human interaction and they play a huge part when it comes to human-to-human communication.
So, what are the most 5 important soft skills included in a successful salesperson?
1. Communication
The ability to communicate is the base of every successful salesperson, it’s all about empathy, transparency, honesty and the ability to interact and engage over the phone, via email and most importantly, face-to-face.
2. People Management
This can seem easy but it’s not. Working in sales, every day you interact with different people from different backgrounds. The sales process involves different steps and different people. Managing people through this process is critical. It is important for you to have listening capabilities to value the teamwork and the collaboration.
3. Business Management
Understanding how to help business succeed is a must. A successful salesperson needs to have the ability to bring the most value to their prospects and customers.
4. Time Management
This is a must-have skill and understanding how to prioritize and manage your own time is essential to succeed.
5. Leadership
Leadership isn’t management. Leadership is a force which manages organisational procedures and coordinates the employees to achieve the company’s objectives and having effective leadership is necessary. A good leader has the ability to influence people towards the attainment of organisational goals.
Learning the techniques and strategies for being a successful salesperson is only half of the equation. You need soft skills and people skills to drive to success and these are skills that can’t be taught, but they can be developed.
To truly excel at sales, don’t forget about the soft skills. Develop them and they’ll turn you into a true asset to you and your company.
Would you like to discuss further on sales roles? Please feel free to reach out to me at federica.brungiu@e-frontiers.ie.
July 2019
Federica Brungiu
