Client satisfaction is the most important value at Pathway, by far. To make sure we are always on top of our game, we designed a workshop schedule for our Client Success Managers, or CSMs.

Pathway’s CSM team linked up for a fun and productive day last week in Belgrade, Serbia with one primary goal in mind: to review, assess, and improve our strategy for supporting clients who use the Pathway platform.   

As our team rapidly grows to assist our expanding client list, these CSM workshops prove more valuable than ever. They are especially helpful for team building and connecting CSMs who primarily work remotely to service their designated client accounts.

Workshop sessions throughout the activity-filled day covered several important essentials including:

• Understanding CSM roles and responsibilities
• Streamlining the onboarding process for new clients 
• Technical training on workflow setup
• Interactive Self-Service Kiosk training

Best of all, CSMs had an opportunity to ask questions, get answers, and feel the support of the entire team in one place. Participants agreed it was so beneficial, they will continue the meetups once a quarter. 

“The CSM team is now highly motivated and focused on their performance and delivery, which translates into a tremendous benefit for Pathway customers,” says Jovan Jelicic, Pathway Business Operations Manager. “It’s the best outcome we can hope for when we step away from clients for the day for training like this.”  

The next CSM workshop will convene this summer in Belgrade. Until then, you can see a few images of our February 2020 CSM Workshop.