Old Titles
What does CSM stand for, and what do they do? (old role)
Client Success Manager: Primary face of Sapper to clients, each with their own client load to provide success for and to update via bi-weekly calls/reporting
New role: CM (Content Manager)
What does this individual do?
CM (Content Manager) is the new CoS
Very similar role, but entails more targeting. Essentially a fusion between CoS and COM
**Manual COM tasks were cut down so much by the sequencer that they combined the role with content.
Who does CSM report to (day-to-day)?
Performance Manager
Jennifer Temming
Lauren Lane
Meghan Norris
Mike Ingracia
Jesica Chiodini
Kal Miller
Kate Burks
Ian Fink
Christy Markovitz
What role is staying exactly the same?
CSM, CoS, or COM?
CSM
Who is overseeing the launch of each new client?
CSM (Client Success Manager)
What does CoS Stand for? (old role)
Content Strategist: Oversee all email content for every client under their POD umbrella. This includes overseeing the creation of new content for new clients, and updating old content for current clients.
New role: PM (Performance Manager)
What does this individual do?
Essentially the new "Team Lead" of the PAC
Oversees the day-to-day of the team, keeps morale up and the team focused
Who do Content Managers Report to?
Performance Managers: Day-to-Day
Content Specialty Director (Tina): Big Picture, long-term development, honing in on craft
Who will be on Onboarding Calls going forward?
CSM and CM
(Used to be CSM and CoS)
Who will send Onboarding Followup email?
CSM (Client Success Manager)
What does COM stand for? (old role)
Client Operations Manager: Oversees targeting for new and current clients delegated to their POD. Includes brainstorming new targeting/campaigns for existing clients and the tech aspect of setting up sequences and evaluating success through metrics.
New Role: Team Director
Former PD (Pod Director) - oversees PACs at a high level. Anything outside of PM (Performance Manager) can be taken to Team Director. Performance Manager reports directly to Team Director.
Who do Performance Managers report to?
Team Directors (Heather, Alessio, and Cheryl)
CoSs are becoming what?
CS (Content Strategist)
Who will be taking notes on Onboarding calls?
CSM (Client Success Manager) - In the body of the OB doc)
CM (Content Manager) - At the bottom of the OB doc in content section
What does PD stand for? (old role)
Pod Director: Oversees POD. Helps w/ team development, escalation, etc.
New Role: Content Specialty Director
Oversees Content & Targeting Department at high level, supports the team, ensures metrics are up to snuff, etc.
(Only Tina for now)
Who do Team Directors report to?
VP of Services (Katie Meyers)
COMs are becoming what?
PM (Performance Managers)
Who will be creating content based on the Onboarding call?
CM (Content Manager)
A POD is now called a ....?
PAC
New Role: Client Success Specialty Director
Help CSMs hone in on their skills through training, workshops, shadowing, etc.
(Maggie and Stephen)
Who would a CSM go to with some big-picture personal/professional development questions?
Team Director
Pod Directors are becoming what?
Team Directors
Who will oversee the targeting post-onboarding call and setup sequences for the launch of each new client?
CM (Content Manager)