Where to go when your Qualtrics Client Success Manager disappears | Experience Community
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JoseS
Administrator
1 year ago
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Where to go when your Qualtrics Client Success Manager disappears

  • Jan 18, 2019 7:31 AM UTC
  • 6 replies
  • 34 views
MsIreen
Level 5 ●●●●●
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Haven't heard from our Client Success Manager since November. Emails not answered, issues pending, planning for 2019 stalled... Has anyone had similar issues and where did you go?

Best answer by Emily

Hi @MsIreen! We're so sorry to hear this - it's definitely not the experience we want our customers to have. We've reached out to your CSM directly asking them to touch base with you, but in the meantime, everyone else is correct - we 100% recommend reaching out to your Account Executive!
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6 replies

Pat
Level 2 ●●
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  • Pat
  • Level 2 ●●
  • Jan 18, 2019 12:08 PM UTC
Your sales manager, I assume.
    Akdashboard
    Level 4 ●●●●
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    • Akdashboard
    • Level 4 ●●●●
    • Jan 18, 2019 2:33 PM UTC
    I 2nd what @Pat said, and not just because my name is also Patrick ( 😀 ). If your CSM is like mine, then they report to, or work very closely with, your sales manager.
      JenCX
      Level 5 ●●●●●
      Forum|alt.badge.img+11
      • JenCX
      • Level 5 ●●●●●
      • Jan 18, 2019 3:39 PM UTC
      YIkes! That sounds weird and not fun. I definitely would bring it up with your Sales Manager. I find that they're the one who really pushes the CSM to get things done when I'm struggling with that. I always lean heavily on my Sales Manager and they make it happen.
        MsIreen
        Level 5 ●●●●●
        Forum|alt.badge.img+23
        • MsIreen
        • Author
        • Level 5 ●●●●●
        • Jan 21, 2019 7:37 AM UTC
        Thank you, guys! I will contact him. This is a pretty disappointing situation. Hopefully we will get back on track asap...
        Emily
        Qualtrics Employee
        Forum|alt.badge.img+7
        • Emily
        • Qualtrics Employee
        • Answer
        • Jan 21, 2019 5:46 PM UTC
        Hi @MsIreen! We're so sorry to hear this - it's definitely not the experience we want our customers to have. We've reached out to your CSM directly asking them to touch base with you, but in the meantime, everyone else is correct - we 100% recommend reaching out to your Account Executive!
          MsIreen
          Level 5 ●●●●●
          Forum|alt.badge.img+23
          • MsIreen
          • Author
          • Level 5 ●●●●●
          • Jan 22, 2019 7:06 AM UTC
          Thank you @Emily
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