Customer Success Turnover Disaster Recovery Plan

Xtra Effort helps its clients build a bench of suitable Customer Success talent to shorten downtime from unanticipated (but inevitable?) turnover, without any upfront fees or commitment to hire from Xtra Effort.

This Customer Success Turnover Disaster Recovery Plan is accomplished by Xtra Effort learning about our client’s required profile and using its Candidate Interview and Tagging System to have targeted candidates available when you sense a potential need. The result is less downtime and a quicker means to resume customer retention and renewals.

Sample candidate tags:

Domain expertise?

i.e., Facilities management versus asset management versus capital planning

Average customer annual revenue?

Adoption?

Renewal?

Accountable to cross sell and up sell?

NPS scores?

Other metrics where they are accountable?

Compensation?

i.e., Including salary versus components of their variable based plan and OTE

The nature of their interaction with internal Sales, versus Product Management, versus Customer Service?

Primary Audience(s)?

i.e., CIO versus Head of Operations versus CFO versus Director of Facilities

Historical Motivation for changing jobs?

i.e., Employer could not deliver, impacting their success and income; Sales organization set bad expectations; more earnings, an executive induced culture of customer and employee churn and burn

The candidates and their respective tags are meticulously entered into a candidate database that grows and evolves daily. It provides for a speedy retrieval of suitable candidates to be further vetted when you have a need.