I know many are worried that we’re easily replaceable in the current tech industry.

I want to highlight that you carry valuable context nobody can hire in. You know which customer needs a call rather than an email, which stakeholder is quietly against the project, and what your champions tone actually means.

This week, identify three things only you know about your accounts or your team.

Then plan how to make them visible in a client meeting, a company wide presentation, or a 121 with your manager.

Don’t be reserved about your value. Make it known and irrefutable.

My view is that we onboard people and implement technology.

If your role is task-based (configure this, migrate that, tick off the milestone), you can deliver a flawless implementation and your impact still be forgotten by the time renewal comes around.

Do the tasks but put deliberate effort into trust and rapport building during that initial stretch.

Ask customers to rate their confidence and satisfaction working with you at the end of implementation, and trace those scores through to renewal.

That gives you proof of what excellent onboarding is worth. (💰💰💰)

It also opens the door to a bonus scheme for your team, which is a much easier conversation when you're holding evidence.

AI and automation have pulled CS in multiple directions over the last few years.

My through line across this change has been human interaction for value and automation for speed.

Let the tools handle the renewal reminder, the usage nudge, and the summarising.

Spend your human hours on the conversations where a customer decides if they want to continue working with you because of the value and trust YOU bring to the partnership.