{"type":"video","version":"1.0","html":"<iframe src=\"https://www.loom.com/embed/a14417d32cb24ed5845938ba0754a670\" frameborder=\"0\" width=\"3840\" height=\"2880\" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>","height":2880,"width":3840,"provider_name":"Loom","provider_url":"https://www.loom.com","thumbnail_height":2880,"thumbnail_width":3840,"thumbnail_url":"https://cdn.loom.com/sessions/thumbnails/a14417d32cb24ed5845938ba0754a670-29ff30f950d37957.gif","duration":587.01,"title":"A Day in the Life of Hyperbound: CSM/Account Manager","description":"This Loom explains how a Customer Success Manager prepares for a new onboarding and practices a difficult renewal using Coda and AI role plays. On Monday morning, Maya reviews the Deal Dashboard for the Quarry Lane Health onboarding later that day, focusing on promises made during sales, including goals, success criteria, operational commitments, delivery cadence, volumes, dietary restrictions, and stakeholder roles. She then analyzes a prior renewal call with Marcus Chen by reviewing feedback scored on accountability, objection handling, discovery, and commitment management, along with improvement areas like call framing after interruptions and value discussion. Finally, she uses AI role plays with her bot Rachel Donovan to practice handling a customer’s frustration over a price increase and missing clear explanations for added value."}