Having a “champion” account champion can help the CSM and client take further what’s possible with the product.
Clients skilled in leading engagements can combine with their CSM’s talents to create a successful partnership.
What are some traits that define a great account champion? Let’s review.
Operator
An account champion often needs to organize departments, divisions and geographies throughout the enterprise. The champion is skilled at bringing people together to make things happen such as coordinating teams, creating plans and gaining alignment.
Planner
A champion typically has a vision for a desired state to reach. The account champion is skilled at defining the vision and implementing a practical plan for execution. The champion also develops processes to manage the tasks to be done.
Communicator
A “champion” account champion is an effective communicator with their CSM. The champion knows how to articulate their goals, plans and objectives. The champion shares honest feedback on the partnership and seeks their CSM’s advice and input.
Pusher
An account champion pushes for more of what’s possible with the product. The champion shares expectations they want to meet. The champion advocates for their company to get priorities accomplished.
Changer
The account champion must create change to see results from the product. They may be consistent in using the software, resilient about setbacks and patient as they work towards results. The champion uses project and process management to test, try and adjust as they work toward success.
Partner
A “champion” account champion is a collaborative partner. They are supportive, encouraging and appreciative when their CSM shows they are a committed partner. Upon earning trust, the champion may advocate for the CSM for more solutions the product can help with.
Discoverer
The champion is curious about new ways to learn and discover more with the product. They leverage available resources such as education materials and are interested in new features available. The champion’s curiosity leads to further results from the product.
A “champion” account champion can be like a great partner we experience in other parts of life such as a teammate, bandmate or colleague. The client and CSM collaborate to do great work together.