I'd love some insight into how your Solutions Consultants or Pre-Sales teams work with Customer Success teams and in what capacity. My Pre-Sales teams is made up of 3 Solutions Consultants, so far our role and responsibilities lie primarily with the sales team in addition to providing insight and knowledge expertise to other departments within the company where needed. We are very tenured individuals with a lot of product knowledge under our belts. Our team and department is fairly new to the organization. I've been in a Sales Engineer/Solution Consultant type of role within the company for over 10 years. Just within the last 2 years this role has become more of a recognized within the organization and we've grown to a team of 3 under the Sales Enablement umbrella.
Our Customer Success team recently went thru an an overhaul and I think they're still trying to define the role and responsibilities of that team however they lean on my team as well as our Professional Services team (ICs/Trainers/support) to work with them and the customers directly to boost utilization of our tools. This could consist of consulting with the client, re-training, a demo (however not for new business).
I'm curious what the roles of Customer Success are in other organization and does Pre-Sales have a role in supporting this team in addition to supporting sales? I'm curious if Customer Success team members should be more of a Solutions Consultant but in a Post Sale role. If not, what are some of the processes you have in place for Solutions Consultants engaging with the Customer Success team?