A Week in the Life of a Customer Success Manager at Ecmanage
Today we are talking to Joëlle, Customer Success Manager at Ecmanage. We will take a look at her schedule for a week to get a clear picture of her role. What does her work entail, what are the highlights, and where does she find the most joy?
Why a week instead of just one day?
According to Joëlle, no two days are the same. Her role consists of many different tasks spread throughout the week. To truly showcase what a Customer Success Manager does at Ecmanage, a glimpse into an entire week is much more representative than just a single workday.
What does an average week look like?
The core of the job is contact with customers. How do they experience the system, and how can Ecmanage support them in the best way possible? Joëlle works with organizations of varying sizes, from clients with twenty users to those with tens of thousands. This makes each conversation unique and requires a flexible approach. Additionally, various projects run concurrently, which can shift the focus over time.
Training and onboarding of customers
Providing training is an important and enjoyable part of the job. For new clients, training plays a significant role in the onboarding process. In multiple sessions, customers are guided through the start with Ecmanage. During the initial training, they collaboratively review the setup of the environment, going through settings and options step by step. Existing clients also receive regular refresher training or additional explanations on new features within the system.
Variety in tasks
Some days, the focus is more on answering customer inquiries. These can range from simple questions about settings or budgets to more complex queries about integrations, where colleagues from other teams assist. On other days, Joëlle is primarily engaged in actively reaching out to existing clients. By maintaining regular contact, Ecmanage can better support clients based on their specific needs.
Documentation and product development
Updating documentation is also part of the role. Ecmanage recently revamped its documentation and set up a Help Center that is continuously updated after new releases. Additionally, the Customer Success team is closely involved in new developments, such as the introduction of new order screens. By actively guiding customers in this and gathering feedback, they ensure that new functionalities align well with practical use.
Collaboration within the team
There is a weekly joint meeting where updates and developments are discussed. This keeps everyone informed about what is happening in other teams and facilitates collaboration. The week often ends on a positive note with a shared lunch and a walk, creating a good balance between work and relaxation.
What makes the job enjoyable?
According to Joëlle, the strength of her role lies in the variety and personal contact. She often speaks with the same clients, fostering a connection and allowing for personal interaction. It is fulfilling to help customers not only with standard questions but also to think along about specific setups that truly add value.
“The best part is being able to truly help customers and collaboratively seek solutions that fit their organization.”
Working at Ecmanage
Ecmanage is a small and close-knit team, which makes working there particularly enjoyable. Joëlle notes that she has learned a lot about the world of clothing management and the added value of a Clothing Management System. The work is partly technical but primarily focused on the front end and supporting customers.
Looking to the future
Finally, Joëlle emphasizes how important collaboration and innovation are within Ecmanage. By continuously engaging with customers and colleagues, insights are incorporated into new developments. By better understanding each other’s work, solutions emerge that are not only technically sound but also work well in practice.
