The Cisco Customer Success Manager certification is designed for specialists who would like to assist customers in realizing their goals and be their reliable advisor. This accreditation proves that you are able to work with the given framework and possess the required skills and knowledge to deliver immediate business value to your relationship with your customers. In addition, this Cisco designation testifies that you are able to develop and integrate solutions, define adoption barriers, the ways to remove them, apply adoption frameworks, and explain customer usage data, find and offer new sales opportunities, based on the entire customer lifecycle.
Though, there are no prerequisites before obtaining this certification, still, you are recommended to take the Cisco Customer Success Manager /DTCSM course and the 820-605 exam. The Cisco Customer Success Manager /CSM evaluation will last for 2 hours and will cost you $250. The exam includes 5 topics in which you should be proficient to crack it.
In the first topic, the exam questions are focused on the customer success industry. Such questions will check your skills to explain the role of the key drivers in creating the need for customer success, identify customer success, and describe the value position for customer success. In addition, you should be able to differentiate various IT consumption and purchasing models, work with leading and lagging indicators, as well as metrics with the financial value. Your ability to explain the customer engagement models and the objectives of the Customer Success Manager will also be evaluated.
The second topic deals with success plan creation. This implies that you are able to find the purchased products, solutions, roles of the key stakeholders, and success factors of the business outcomes. In addition, you have skills to prove the desired business outcome, find the gaps by identifying critical success factors, analyze the account baseline as well as the customer health score. Next, you should be able to deal with the main parts of a customer success plan, and be ready to explain the role of KPI, outcomes, and metrics in achieving customer value.
The third topic measures your skills in barrier management. Here, you will be required to specify the correct type of a customer barrier and you will have to choose from business, technical, operational, and corporate culture. You also should be able to describe the sources used to recognize the customer barriers. Your skills to find the actions used to remove customer barriers that impact the time for that should also be demonstrated.
The fourth topic spins around the customer success management. This comprises skills in explaining the parts of the customer onboarding, the goals of the customer management activities, and the communication needs of stakeholders. Also, you should know everything about the Quarterly Success Review process and be able to define its outcomes.
The subject area of the fifth topic is centered on expand opportunities and renewal. In this section, you should be able to know the types of expand opportunities and be able to describe them. Considering a customer success plan, you should be able to define potential expansion opportunities. Besides, your skills to create an adoption campaign, renew the customer success plan, and create migration plans will be assessed.
Speaking of the annual salary you can earn about $110,546 with the Cisco Customer Success Manager certification as stated on the PayScale website.