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Marcus Sparks, Director

spark2engage LLC

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spark2engage LLC

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1 to 6 of 6 total
Posted By Marcus Sparks Mar 10, 2021 12:18 PM
Found In Egroup: Customer Success Leadership Community
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Hi Will, I love your thinking here. I would potentially have all three circles in a horizontal line with a fourth circle below, titled Customer Operations Specialist. This is an entry-level position that I recently created to provide a new team member with experience across Customer Operations. The main ...
Posted By Marcus Sparks Oct 8, 2020 1:43 PM
Found In Egroup: Customer Success Leadership Community
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Hi Jeff - highly valuable content and conversations. It really comes down to effectively managing the abundance of engagement opportunities via GGR and other forums...including other forums/communities dedicated to other areas of interest. With GGR specifically, you are doing a bang-up job of hitting ...
Posted By Marcus Sparks Jul 13, 2020 9:06 PM
Found In Egroup: Customer Success Leadership Community
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I will chime in on the no DM...or at least to not emphasize DM as a formal communication channel. When my previous company was growing from $5mil to $10mil, we had Support, Implementation, and Training in place before we even launched Account Mgmt/Customer Success. So we established an internal culture ...
Posted By Marcus Sparks Jul 13, 2020 7:07 PM
Found In Egroup: Customer Success Leadership Community
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Agreed. DMs as part of the ongoing conversation are an indicator of a healthy relationship. We just have to be diligent in coaching our CSMs stay strategic and lean on internal resources.
Posted By Marcus Sparks Jun 24, 2020 2:02 PM
Found In Egroup: Customer Success Leadership Community
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Thanks for the link and there is a lot of wisdom in this quote “If you view yourself as a cost center, not a profit center, you are among the first to get cut“. a great way to communicate the “we are all in Sales” message to skeptical CSMs
Posted By Marcus Sparks Jun 24, 2020 1:53 PM
Found In Egroup: Customer Success Leadership Community
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Love this line of thinking Alex. when considering career progression within CS, does this model change for Sr CSMs working with a handful of high-value clients? perhaps more reliance on the CSM to partner with sales when needed vs being required to pass the expansion. I’m thinking specifically about ...