Customer Success Leadership Community

Starting a CS Org for a Telecom

  • 1.  Starting a CS Org for a Telecom

    Posted 5 days ago
    Hi Everyone!

    The company I'm with has tapped me to start and lead a CS department in our organization. We're a telecommunications company with clients of varying sizes and ranging from Banks, other telecoms, down to small businesses.  We provide internet connectivity, VoIP and private site to site connectivity.

    I don't really have any formal experience in CS, I started with the company as the very first technical support rep, moving to different departments from network ops, service delivery, inside sales, carrier sales and eventually currently as the manager of our sales engineering team. 

    I'm struggling with where CS would fit into the other departments, and when would they would get engaged. 

    Any guidance would be appreciated.

    Bernard Nieto

  • 2.  RE: Starting a CS Org for a Telecom

    Posted 2 days ago
    Bernard - I also work for a telecom company and we have implemented a CS model this year.  What we have learned is that you can assign, segment, strategize however you would like, but buy-in from service delivery, billing, sales, etc. will be critical to your success.  

    Also, not sure who you are planning on moving into the CSM roles, but a majority of our CSMs are former sales support, so we are struggling a bit to get them to act as owners of the revenue.  They tend to want to stay in the background acquiescing to sales' direction.   As sales is paid on sales order value rather than revenue, this is a huge concern and contrary to the CS model. 

    We can chat more and I would love to talk with you about it sometime.  

    Eric Cheshier

    Eric Cheshier
    Director Customer Success Activation
    Lumen Technology
    Omaha, NE
    531 213-4739