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Day In The Life: Meet Customer Success Manager, Rasha Harvey

Estimated reading time ~ 3 min
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Customer Success means various things at different companies. At Asana, it’s someone who connects people to build understanding around how to best manage, change, and create success within the company and across departments. Asana is a platform that creates effective ways for teams to easily manage team projects and tasks.

As a Customer Success Manager at Asana, Rasha’s day to day mostly consists of partnering with customers to create adoption strategies around using Asana’s work management solution, which ideally increases accountability and collaboration within their respective organizations. Essentially, Rasha helps get insights from customers to create the most effective tools for Asana and its users.

Continue reading as Rasha walks us through a typical day at Asana.

Jopwell: When you get to the office, what’s the first thing that you do?

Rasha: I check my Asana inbox for any updates on assigned or connected work.

Jopwell: On a scale of 1-10, how busy are your days?

Rasha: I’d say my days are a 9—lots of looking at data, co-creating meaningful solutions, and trying to be proactive about what comes next.

Busy isn’t always a stressful thing. In Rasha’s role at Asana, he continuously learns new things every day and working with a collaborative team is key to developing new skills and learning from others.

Jopwell: What’s the most challenging part of your job?

Rasha: Managing competing priorities that will create a firm foundation for successful Asana adoption.

Jopwell: What’s the most important skill to be adept in as a Customer Success Manager?

Rasha: Understanding how data impacts the human experience, these are all key questions a client-centric Customer Success Manager asks themselves:

  • What do we like as a people?
  • What makes someone tick?
  • Can you anticipate a behavioral reaction to a certain process or system change?
  • Is it possible to harness data to bring us together as a team?

Jopwell: How many meetings do you typically have in a week (or day if it’s a lot)?

Rasha: Usually around ten to fifteen meetings a week so prioritization is key.

Collaborative roles typically mean there are quite a few meetings taking place during the normal workday, especially with teams that work with external clients on single projects. It’s important for a person in this role to be able to effectively communicate updates, changes, and solutions in a team setting.

Jopwell: What keeps you motivated to wake up and work hard every day?

Rasha: Knowing that Asana is a real solution that enables teams across the globe to work together in a more seamless way than without it.

Jopwell: Where is your team located?How many people are on your team?

Rasha: A large majority of our team is located in North America. However, we are very much a global team with colleagues in Asia and Europe as well.

Jopwell: In your role, would you say it is more important to be a team player or a team leader?

Rasha: Definitely a team player—knowledge sharing is essential to this job because people are at the core of what we do.

Jopwell: Which professional term best describes your role: Collaborative or cross-functional?

Rasha: Collaborative—my role is all about understanding my customers’ teams and finding ways to up-level collaboration to drive forward their key priorities.

Jopwell: What are some of the most important company goals for your role?

Rasha: Net Expansion (Adoption) and Developing Asana Champions

Jopwell: What is your favorite part of your job?

Rasha: Being able to bring real clarity around fixing disconnected teams and workflows.

Jopwell: What have you learned at Asana that you haven't experienced before?

Rasha: Bringing the human experience to software technology - it is ok to have emotions around how technology affects your day-to-day.

Jopwell: How does your day typically end?

Rasha: My day typically ends around 6:00pm, but I get emails at all times of the day. This is why it is important to set clear expectations with any customer engagement. I believe in living a life full of meaningful and rich experiences both inside and outside the office.

A Customer Success Manager (CSM) role may vary based on the type of organization you are applying to, but there are some themes associated with CSM across the board. If you are looking into the Customer Success field you should be well versed in analytics and project management, while also being a diligent problem solver. Interested in learning more about Asana, check out their open roles here.

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