Syllabus

The Data-Driven Customer Success Professional Certificate

The Data-Driven Customer Success Professional Certificate equips you with skills in customer relationship management, leadership, project management and data analysis to advance your career as a customer success professional. You’ll learn fundamentals of Customer Relationships Management (CRM) software and how to analyze data to generate business insights. Finally, you’ll learn how to effectively lead teams and execute projects.

Why do customer success professionals need data skills?

Companies across all industries require skilled professionals who interact with current or prospective customers in sales and service roles including as Customer Service Managers, Customer Success Managers (CSMs), Account Managers, Sales Development Representatives and more

Increasingly, professionals who work in Customer Success or in customer-facing roles need to be proficient in data and analytics to extract key insights and identify valuable customer segments and customer issues to focus on

Gaining skills in customer relationship management software, project management, and business analytics can help employees in customer-facing roles driving new business efficiency and profitability and prepare for other high-growth career paths in sales, business development, and more

4 Courses | Hands-On Learning and Career Exploration

Course 1:

Customer Relationship Management for Business

Course 2:

Retail Analytics Fundamentals

Course 3:

Management and Leadership Fundamentals

Course 4:

Foundations of Project Management

Course 1: Customer Relationship Management for Business

In this course, you’ll learn how to use Salesforce’s Sales Cloud Lightning tool and how it can be best used to facilitate the sales process. You’ll also generate reports and dashboards in the context of customer relationship management (CRM).

 

Learning Outcomes:

  • Import data into Salesforce and manage contacts and qualification of leads.
  • Use Salesforce Sales Cloud Lightning to manage accounts, opportunities, products, quotes and contracts.
  • Use the Salesforce Case Management and Knowledge features to perform services and support agent processes.
  • Build reports, charts and dashboards to communicate relevant information about the sales process and sales performance to stakeholders and executives.

Course 2: Retail Analytics Fundamentals

In this course, you’ll learn analytical skills that can help you make data-driven decisions in a retail environment.

 

Learning Outcomes:

  • Use spreadsheet software to manipulate and prepare data for analysis.
  • Apply analysis techniques to identify insights that can improve a retail business.
  • Communicate analysis insights to business stakeholders by creating presentations about your findings.
  • Gain practical analysis skills that are essential for effectively managing retail operations.

Course 3: Management and Leadership Fundamentals

This course will equip current and aspiring managers with the skills needed to become an effective leader. You will gain practical, applied strategies for communicating like a leader, building relationships, managing time effectively, and navigating difficult conversations.

 

Learning Outcomes:

  • Communicate effectively to increase respect and confidence in the workplace.
  • Apply best practices in time management, prioritization and delegation.
  • Conduct difficult conversations and navigate sources of conflict in the workplace.

Course 4: Foundations of Project Management

In this course, you will be introduced to the foundations of project management. You will become familiar with the role of the project manager and the leadership skills needed to be successful as a project manager. You will learn essential information about projects, project life cycles, project management processes and methodologies, and you will explore stakeholder management and create a plan for engaging with stakeholders. You will be introduced to Asana, a leading tool in the project management industry, and other project management tools such as spreadsheets.

 

Learning Outcomes:

  • Prepare a project charter that defines a project, guides the project activities and serves as an agreement between stakeholders.
  • Create a scope statement based on the sponsor’s requirements that details what is in scope and out of scope and identifies objectives, constraints, assumptions, acceptance criteria and deliverables.
  • Create a work breakdown structure using project management software.
4 Courses | Hands-On Learning and Career Exploration

Course 1:

Customer Relationship Management for Business

In this course, you’ll learn how to use Salesforce’s Sales Cloud Lightning tool and how it can be best used to facilitate the sales process. You’ll also generate reports and dashboards in the context of customer relationship management (CRM).

Learning Outcomes:

  • Import data into Salesforce and manage contacts and qualification of leads.
  • Use Salesforce Sales Cloud Lightning to manage accounts, opportunities, products, quotes and contracts.
  • Use the Salesforce Case Management and Knowledge features to perform services and support agent processes.
  • Build reports, charts and dashboards to communicate relevant information about the sales process and sales performance to stakeholders and executives.

Course 2:

Retail Analytics Fundamentals

In this course, you’ll learn analytical skills that can help you make data-driven decisions in a retail environment.

Learning Outcomes:

  • Use spreadsheet software to manipulate and prepare data for analysis.
  • Apply analysis techniques to identify insights that can improve a retail business.
  • Communicate analysis insights to business stakeholders by creating presentations about your findings.
  • Gain practical analysis skills that are essential for effectively managing retail operations.

Course 3:

Management and Leadership Fundamentals

This course will equip current and aspiring managers with the skills needed to become an effective leader. You will gain practical, applied strategies for communicating like a leader, building relationships, managing time effectively, and navigating difficult conversations.

Learning Outcomes:

  • Communicate effectively to increase respect and confidence in the workplace.
  • Apply best practices in time management, prioritization and delegation.
  • Conduct difficult conversations and navigate sources of conflict in the workplace.

Course 4:

Foundations of Project Management

In this course, you will be introduced to the foundations of project management. You will become familiar with the role of the project manager and the leadership skills needed to be successful as a project manager. You will learn essential information about projects, project life cycles, project management processes and methodologies, and you will explore stakeholder management and create a plan for engaging with stakeholders. You will be introduced to Asana, a leading tool in the project management industry, and other project management tools such as spreadsheets.

Learning Outcomes:

  • Prepare a project charter that defines a project, guides the project activities and serves as an agreement between stakeholders.
  • Create a scope statement based on the sponsor’s requirements that details what is in scope and out of scope and identifies objectives, constraints, assumptions, acceptance criteria and deliverables.
  • Create a work breakdown structure using project management software.
What You’ll Learn:

After completing this program, you’ll be ready to:

  • Master the basics of Customer Relationship Management (CRM) software
  • Learn best practices in people management and leadership
  • Develop business reports and analyze data using pivot tables and spreadsheet software
  • Apply fundamental project management skills to effectively execute projects that deliver value for customers

     

    Learning Experience
    • No required times to log in. Complete lessons at times during the week that work for you. Keep up with deadlines to stay on track and complete in 9 months.
    • Complete real business projects in an online platform and get individualized support and feedback from instructors.
    • Practice using project management, spreadsheet, customer relationship management and other types of software directly in the learning platform. No separate downloads.
    • Explore the real work that retail managers do on the job and apply those skills to your own career.

    FAQs

    What is the schedule?

    There are four required courses which will be open for 8 weeks with a 1-week grading period after each. You should expect to spend 10-12 hours per week completing your coursework. The program is flexibly-paced, meaning you can move as quickly or slowly as you’d like through each course, as long as you complete all sections and projects during the 8-week course period. We provide a suggested course schedule to help pace yourself through each course. Students who follow this schedule are more likely to earn the certificate and get more out of the course by spreading out their workload, and our instructors provide weekly nudges to keep you on track. As long as you submit all projects by the course end date, you can progress through the course at whatever pace works best for you! For example, you might do all your work over the weekend or space it out throughout the week.

    Can I work full-time while enrolled in this program?

    Yes, the entire course experience is online and can be completed on your own schedule as long as you work towards the deadlines set in each course. There are no set times or classes when you need to log in. Our courses are designed for working professionals, students, and parents!

    What prerequisites do I need?

    Students must have a high school degree prior to taking this program. No prior experience is required.

    What is Pathstream?

    Pathstream is a provider of digital skills training based in Silicon Valley. We partner with leading tech companies and universities to develop programs that prepare people for in-demand jobs.

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