How Does a Customer Success Manager Manage Time With Multiple Client Accounts?


    How Does a Customer Success Manager Manage Time With Multiple Client Accounts?

    In the high-wire act of managing multiple client accounts, insights from a Managing Director reveal the importance of cultivating client partnerships to stay on top of the game. Alongside expert advice, we've gathered additional seven practical strategies to ensure every minute counts. From leveraging the latest in digital tools to planning for the unforeseen, discover a spectrum of methods to optimize your time management skills.

    • Cultivate Client Partnerships
    • Adopt a Systematic Approach
    • Strategize with Digital Tools
    • Utilize Time-Blocking Technique
    • Leverage Automation for Efficiency
    • Set Clear Communication Boundaries
    • Plan for Unforeseen Demands
    • Optimize with Task Batching

    Cultivate Client Partnerships

    It's very tempting to just spend your time putting out fires. However, urgency runs on adrenaline, and it's easy to get hooked on working from that energy. Easy, but self-defeating, and it will lead to burnout and poor client outcomes.

    I find it's helpful to be ahead of any issues and make a point to cultivate relationships beyond the immediate scope of the project. This approach ensures clients maintain high regard for our work and assume the best of us, even when issues (inevitably) crop up. When problems do arise, hiding is never helpful. It only breeds distrust and creates its own problems.

    Bottom line: Playing to win from a position of strength is better than trying to come from behind, or worse, just playing to not lose. Cultivate deep partnerships with clients. Concentrate only on the most impactful actions. And never, ever get hooked on the tyranny of the urgent. If that happens, immediately pause, regroup, and begin again.

    Michael Morgan
    Michael MorganManaging Director, Medallion Partners

    Adopt a Systematic Approach

    Effectively managing multiple client accounts involves a systematic approach. Start by assessing each client's needs and expectations, and categorize them based on complexity and urgency. Create a master calendar to keep track of meetings, deadlines, and tasks. Prioritize tasks using techniques like the Eisenhower Matrix, and allocate dedicated time blocks for client work. Delegate or outsource non-essential tasks, and maintain a healthy work-life balance by setting boundaries.

    Open and proactive communication with clients is essential, providing regular updates and addressing any delays promptly. Implement productivity techniques, automation, and templates to streamline repetitive tasks. Be prepared for emergencies, and allocate buffer time in your schedule for unforeseen issues. Regularly review and adjust your time management strategy to ensure efficiency and quality in managing multiple client accounts. This systematic approach helps maintain client satisfaction, work-life balance, and overall productivity.

    Madison T
    Madison TEcommerce Manager, My Supplement Store

    Strategize with Digital Tools

    In managing multiple client accounts, my approach is all about strategic organization and effective communication. I break down the overall goals into smaller, manageable tasks and prioritize them based on urgency and impact. This is similar to how one might advance in a video game—you can't jump straight to the final level but must prepare and level up gradually. Moreover, I use digital tools to help decrease distractions and keep focused on the tasks at hand. I specifically allocate time for checking social media or other digital platforms, often using them as a reward after completing tasks. This approach drastically reduces the 3+ hours per day the average person spends on social media. Lastly, I believe collaboration and delegation play a crucial role. I often involve my team, asking for fresh perspectives or assigning tasks. This isn't about offloading work but about creating a collaborative environment where everyone has a stake in the project's success. I've found this approach to be particularly effective in accomplishing our goals smoothly and efficiently.

    Matthew Montez
    Matthew MontezFounder, The MBC Group

    Utilize Time-Blocking Technique

    A customer success manager can compartmentalize their work day using time-blocking, dedicating specific hours to individual client-focused tasks. This method ensures they give undivided attention to each account during its allotted time, enhancing their ability to meet each client's needs effectively. Time-blocking helps prevent overlap between tasks for different clients and allows the manager to concentrate fully on the task at hand without distraction.

    Additionally, this fosters a rhythm that both the manager and the clients can rely on. To enhance your productivity, consider adopting time-blocking as part of your daily routine.

    Leverage Automation for Efficiency

    Automation tools come in handy for efficiently handling routine account checks, saving a customer success manager precious time. By setting up automated systems, the manager ensures that repetitive tasks are completed accurately and consistently without their direct input, allowing them to focus more on personalized client service and issue resolution. Through the strategic use of these tools, they can maintain up-to-date account information and spot potential issues before they escalate.

    Automation ensures a proactive approach to account management. Think about integrating automation into your workflow to ensure no detail is overlooked.

    Set Clear Communication Boundaries

    Establishing clear communication boundaries tailored to each client enables a customer success manager to manage multiple accounts without overcommitting their time. By doing so, expectations are set regarding response times and the scope of availability, which helps in managing client demands without causing burnout. Transparent boundaries ensure that both the client and manager understand the best times for interaction, thus streamlining communications and making them more effective.

    This clarity helps build trust and respect between the manager and clients. Start the conversation today by setting clear communication guidelines with your clients.

    Plan for Unforeseen Demands

    Allocating buffer periods throughout the day allows a customer success manager to handle unexpected demands while managing multiple client accounts. This contingency planning ensures that unforeseen tasks or issues don't derail the day's schedule and that each client still receives the necessary attention. Buffer times are a safety net that provides flexibility and peace of mind in a dynamic work environment.

    Incorporating these pauses in the day guards against potential stress caused by last-minute requests. Incorporate buffer time into your schedule to adapt smoothly to surprises.

    Optimize with Task Batching

    Task batching, which involves grouping similar tasks together, can lead to significant efficiency gains for a customer success manager juggling multiple accounts. By handling similar duties in one focused session, it reduces the mental load of switching between different types of activities and can lead to quicker completion. This method streamlines processes and can lead to more consistent outcomes across various accounts.

    Task batching also ensures that repetitive actions are dealt with in an organized manner. Try task batching to optimize your time management across different client accounts.