Technical Knowledge in Csm and Sales?
Hi,
Curious to understand how many of you from the Sales or Customer Success teams understand tech
Currently as a Csm, I feel that I have a lot of knowledge gap in understanding tech, i feel it would be benficial for me to deep dive and be more knowledgeable in this aspect as it might help me in interacting with clients in a more technical manner and also liason with the product and engineering teams in solving my clients problems.
For example if my PM tells me that this issue will take 3 days to resolve i have no option but to agree to his terms as i dont have the technical knowledge to challenge his ETA.
It would also help me to explain to the client the root cause in a more technical manner and also why certain issues will take the time they are taking to resolve.
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If you work for an organization that has a technology offering, there is no excuse for not knowing or understanding the underpinnings of what you are selling / supporting.
If you are in customer conversations which are around integrations, deployments, etc it becomes an acute necessity.
For your specific example, you likely won't be able to estimate effort (thats a delivery skill, not a technology skill). Your orgs process needs to be optimised to ensure that customer comms on resolution are peer reviewed / manager reviewed before they are committed to the customer.