Client Management for CS Professionals

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Your Daily Workflow

As a CS Professional, your dashboard focuses on actionable insights for your assigned client portfolio. Here’s how to structure your daily routine with Stanna.

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Morning Client Review (15 minutes)

Start each day by reviewing your dashboard:

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Managing Your Client Portfolio

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Understanding Your Client List

Your client list shows only the accounts assigned to you. Key information at a glance:

• Health Score: Color-coded risk indicator
• Last Interaction: How recently you’ve engaged
• Next Renewal: Upcoming contract dates
• MRR: Revenue value of the account
• Open Tasks: Outstanding action items

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Prioritizing Your Work

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Deep-Dive Client Analysis

When a client needs attention, here’s how to quickly assess the situation:

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Client Profile Review

1. Click the client name to open their full profile
2. Review the timeline of recent interactions
3. Check sentiment trends - are scores declining?
4. Identify stakeholder patterns - who’s engaged vs. radio silent?

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Interaction History Analysis

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Creating Action Plans

Based on your analysis, create specific tasks:

1. Click “Add Task” in the client profile
2. Choose task type:
   • Check-in call
   • Strategic review meeting
   • Product training session
   • Executive business review
3. Set due date and priority
4. Add context for future reference

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Proactive Relationship Management

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Regular Touchpoint Cadence

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Value-Driven Outreach

Every interaction should provide value: 📧 Check-in Emails

• Share relevant industry insights
• Highlight product updates that benefit them
• Ask specific questions about their goals

📞 Strategic Calls

• Review their success metrics
• Discuss upcoming initiatives
• Identify expansion opportunities

📈 Business Reviews

• Present ROI data and success stories
• Align on goals for next quarter
• Address any concerns or blockers

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Task Management Workflow

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Creating Effective Tasks

1. Be specific: “Schedule Q4 business review” not “Follow up”
2. Include context: Add notes about previous conversations
3. Set realistic due dates: Account for client availability
4. Link to client goals: Connect tasks to their success outcomes

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Task Types for CS Professionals

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Completing Tasks Effectively

When you complete a task:

1. Add outcome notes: What was accomplished?
2. Update client status: Any changes needed?
3. Create follow-up tasks: Next actions required?
4. Log the interaction: Keep timeline current

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Stakeholder Relationship Mapping

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Identifying Key Stakeholders

For each client, maintain relationships with:

• Economic Buyer: Signs the checks
• End Users: Daily product users
• Technical Contact: Implementation partner
• Executive Sponsor: Strategic champion

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Stakeholder Engagement Strategies

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Escalation Guidelines

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When to Escalate to Your Manager

• Health score drops below 40 and doesn’t improve after outreach
• Client threatens to churn or cancel
• Expansion opportunity exceeds your signing authority
• Technical issues requiring specialized expertise
• Stakeholder requests executive involvement

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How to Escalate Effectively

1. Document the situation thoroughly in the client profile
2. Summarize previous attempts to resolve
3. Provide specific recommendations for next steps
4. Include relevant stakeholder context and history

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Success Metrics for CS Professionals

Track your performance with these key metrics:

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Client Health Metrics

• Average health score across your portfolio
• Number of at-risk clients (below 70)
• Health score improvement month-over-month

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Activity Metrics

• Tasks completed per week
• Client interactions per month
• Response time to client outreach

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Business Impact

• Client retention rate in your portfolio
• Expansion revenue generated
• Renewal rate for your clients

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Next Steps