The pathway
How you actually get there, here
How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.
- 1
Technical Support Specialist / Helpdesk
1-2 yearsSkills to master
- Customer communication under pressure, technical troubleshooting, understanding user pain points, documenting solutions, escalating effectively.
You're ready to move on when
- Consistently resolving complex technical issues for customers.
- Demonstrating strong product knowledge and a desire to understand 'why' issues occur.
- Showing interest in the sales process and how technical solutions drive business value.
- Excellent communication skills, both written and verbal, with customers.
- 2
Customer Success Associate / Junior CSM
1-2 yearsSkills to master
- Customer relationship management, understanding customer business goals, identifying upsell/cross-sell opportunities, basic product training, proactive problem-solving.
You're ready to move on when
- Strong ability to build rapport and trust with clients.
- Proactively identifying customer challenges and suggesting product solutions.
- A solid grasp of the product's value proposition and how it helps customers achieve their goals.
- Comfortable presenting and explaining product features to small groups.
- 3
Recent Graduate (Technical Degree)
0 years (direct entry)Skills to master
- Foundational technical knowledge (e.g., programming, networking, cloud concepts), problem-solving methodologies, structured thinking, eagerness to learn about commercial aspects.
You're ready to move on when
- A strong academic record in a relevant technical discipline.
- Demonstrable personal projects or internships showcasing technical aptitude.
- Excellent communication and presentation skills (e.g., from group projects or presentations).
- A clear passion for technology and its application in business.