Can you imagine 2 CSMs managing the load of 30-40 customers? Impossible to fathom right? Here’s where the power of documentation comes into play. Documentation is often overlooked. However, a well-structured and up-to-date documentation infrastructure can become the backbone of how smoothly operations run in your business. Rachel Baker, Senior CSM at Rimsys, joins our host Mausmi Ambastha, Co-Founder of ZapScale to bring to light an important aspect of the smooth CS operations at her workplace - Documentation. Timestamps0:10 - Rachel's Introduction3:30 - Importance of documentation6:30 - Developing a culture of documenting everything11:20 - Structuring documentation across teams 14:30 - Using documentation for onboarding new hires17:35 - Hiring CS professionals in the team20:45 - Depth of documentation21:49 - De-skilling processes through documentation28:00 - Benefits of documentation30:05 - Getting started with documentation31:40 - ClosureAbout RachelRachel Baker is a Senior Customer Success Manager at Pittsburgh-based software company Rimsys. She leverages over 8 years of experience in strategic planning and action to drive business success, along with prior marketing background in higher education and nonprofit sectors. With expertise in customer success, marketing enablement, and training, Rachel excels at streamlining processes, training growing teams, and delivering results. Rachel is a SuccessHacker Level 2 certified professional, who combines industry best practices with a passion for continuous improvement.__________________________________________________________________Connect with Rachel on LinkedIn 👉 https://www.linkedin.com/in/bakerrachel/___________________________________________________________________Connect with the podcast host Mausmi Ambastha on LinkedIn 👉 https://www.linkedin.com/in/mausmiambastha/
