Global Response

FEBRUARY 13, 2022

As the customer journey is no longer as streamlined and siloed as it once was—and continues to evolve—the BPO contact center manages all kinds of customer communications, from answering calls and emails, to resolving concerns via web chat or text, and even handling social media accounts and messages. What does a BPO call center do?

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

SmartKarrot

JANUARY 12, 2023

Create and update the library of help center resources to support a rapidly growing user base. Report on key metrics to drive success in user support and in the development of strategies to scale. Work with the global support and training team to share best practices and create a virtual team community.

Technical Support 19

Technical Support Engineering Best practices Upselling 19

SmartKarrot

NOVEMBER 18, 2021

Drive strong internal collaboration with the Account Management, Product, Services, and Support teams, as the quarterback of the customer experience and solution adoption. Oversee first-tier and escalated support processes. Define and track critical customer success metrics and KPI’s. Apply here: [link].

Technical Support 19

Technical Support Best practices Metrics Feedback 19

SmartKarrot

MARCH 10, 2022

Work cross-functionally to support the SVP to build best practices and evolve JazzHR customer support strategy and practice. Proactive stewardship of all customer service/success-related metrics such as case volume, case resolution, and response time.

Technical Support 19

Technical Support Consulting Consulting Metrics 19

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

CSM Practice

JANUARY 1, 2017

Most companies have an on-premise #CustomerSuccess program that typically comes in the form of TAM (Technical Account Management) services. They do in a manner that’s not specifically related to a support case or a bug that needs to be fixed or a renewal contract that’s due. Click to Tweet.

SaaS 58

SaaS Metrics Accountability Best practices 58

SmartKarrot

NOVEMBER 11, 2021

Role: Senior Director, Customer Success Location: Remote, New York, NY, US Organization: Culture Amp As a Senior Director of Customer Success, you will execute and optimize the customer journey for the North America (NA) Named Accounts segments establishing a scalable strategy for driving adoption and growth across the customer base.

Customer advocacy 19

Customer advocacy Technical Support Consulting Consulting 19

teleopti

JANUARY 22, 2019

Consider switching from traditional KPIs such as revenue targets, average handling time (AHT) or Net Promoter Scores to concentrate on customer satisfaction (CSat) metrics. If new technology is introduced, encourage the whole team to establish how the system can best be configured to meet their specific needs. Involve and devolve.

Customer Experience 48

Customer Experience Average Handle Time Self service Technical Support 48

AWS Machine Learning

MARCH 6, 2023

In this post, we dive into tips and best practices for successful LLM training on Amazon SageMaker Training. The post covers all the phases of an LLM training workload and describes associated infrastructure features and best practices. Some of the best practices in this post refer specifically to ml.p4d.24xlarge

Best practices 79

Best practices APIs Transportation Scripts 79

Amity

JANUARY 30, 2019

A core pillar in most organizations is technical support and it’s important to evaluate what model is best for your organization. Account Management / CS Sales. If so, consider an Account Management or Customer Success sales team to drive your expansion and grow revenue from your existing customer base.

Education 61

Education Engineering B2C Technical Support 61

Totango

MAY 22, 2020

Whatever the case, following a few tried-and-true best practices for remote customer success teams can make a positive impact on your team’s effectiveness. Best Practices for a Remote Customer Success Team. Offer training and technical support as needed. Set Goals and Key Metrics to Follow.

Best practices 62

Best practices Metrics Telecommunications Morale 62

SmartKarrot

APRIL 29, 2020

Demonstrate product knowledge and build the Customer Success Plan (CSP) to ensure broad adoption of McAfee solutions and usage of Services and lead account reviews with clients to ensure effective usage of McAfee technologies and maintain communication on updates / new features.

Best practices 10

Best practices Coaching Enterprise Technical Support 10

SmartKarrot

MARCH 3, 2021

Manage the communication and internal coordination of the support infrastructure for assigned accounts across a variety of departments who may have many projects competing for their attention. Develops a playbook for CSM/CSA to follow for a particular account, including a plan of attack for onboarding & kick-off call.

Finance 10

Finance Engineering Coaching Morale 10

SmartKarrot

NOVEMBER 23, 2020

Develop, monitor, and drive key business metrics that demonstrate health and performance for the business unit. Identify and deliver cost and time efficiencies within the Customer Success team, while delivering best in class service. Works with the Account Managers to develop an overall account plan.

Technical Support 10

Technical Support Accountability Upselling Feedback 10

SmartKarrot

FEBRUARY 4, 2021

Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth. Define and develop metrics and dashboards to provide visibility and actionable insights to internal teams and leadership. Deliver Quarterly Reviews, Product Updates, Check-in, etc.

Technical Support 10

Technical Support Upselling Consulting Consulting 10

Callminer

OCTOBER 22, 2019

Inbound services provide customer assistance and technical support for programs and software. Seek out companies that offer call completion and refusal reports. .” – How to choose the best call center service for your business , The Business Journals; Twitter: @bizjournals. Choose between dedicated or shared agents.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

SmartKarrot

JUNE 16, 2020

You will lead a team of Customer Success Engineers (CSEs) and Client Partners (Account Managers) to bring Spot’s best ideas, innovations, and capabilities to customers. Be the customer’s technical point of contact throughout the entire customer life cycle (implementation, adoption, proficiency, expansion, renewal).

Technical Support 10

Technical Support Engineering Best practices Accountability 10

Global Response

JANUARY 9, 2023

Expert project management and strategy When you outsource your customer service, you’re not just getting a service—you’re also getting access to a team of customer service and support experts, who know the best practices and biggest trends in customer support. In this case, outsourcing is the best (and fastest) solution.

outsourcing 62

outsourcing Customer Service Business Process Outsourcing Contact Center 62

SmartKarrot

JUNE 29, 2020

The primary role is to support the client services team with technical support and resolving and escalating Incidents and Service Requests within agreed SLAs. Conduct regular business review meetings with key accounts. Partner with CS Leaders to understand their teams, business units, and goals.

Technical Support 10

Technical Support Finance Upselling Accountability 10

SmartKarrot

MARCH 17, 2021

Provide top-tier technical customer support for the most complex technical problems. Ensure the quality of internal software systems related to Technical Support, Training, Services and recommend changes as needed. Identify opportunities for account growth within your managed accounts.

Technical Support 10

Technical Support Accountability SaaS Best practices 10

SmartKarrot

MARCH 2, 2021

Work closely with the COO to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., This role is focused on customer success management and is not a technical support-related role. Monitor Customer usage, adoption, and health metrics. opportunities and risks).

Consulting 10

Consulting Consulting Technical Support Best practices 10

SmartKarrot

DECEMBER 3, 2020

Apply here: [link] Role: VP, Customer Success, Enterprise Location: Remote, San Francisco Bay Area Organization: ON24 As a VP, Customer Success – Enterprise, you will manage and provide escalation and support for Directors and CSMs in your group. Provide technical support through phone calls, email tickets, and online chat.

Enterprise 10

Enterprise Technical Support Accountability Coaching 10

AWS Machine Learning

MAY 7, 2024

With SageMaker JumpStart, you can evaluate, compare, and select FMs quickly based on predefined quality and responsibility metrics to perform tasks like article summarization and image generation. Your AnyCompany Financial Services, LLC credit card account 1111-0000-1111-0008 has a minimum payment of $24.53 that is due by July 31st.

Engineering 92

Engineering Technical Support Chatbots Best practices 92

SmartKarrot

APRIL 17, 2023

They can be used for a range of tasks, including customer service, sales, and technical support. Sentiment analysis of calls, account health scores and emails: AI can analyze customer interactions, such as calls or emails, to determine the sentiment of the customer. Like what you are reading?

Upselling 10

Upselling Chatbots Virtual Agent Coaching 10

SmartKarrot

MARCH 8, 2022

Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management. Disha is currently the Vice President of Customer Success at Freshworks and has over 12 years of experience in Technical Support Leadership and Customer Management.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

JUNE 27, 2022

Role: Director, Customer Success Location: Remote, Maryland, United States Organization: Riverbed Technology As a Director of Customer Success, you will manage customer success metrics including ARR retention and growth and customer satisfaction (NPS). Ensuring fantastic relationships across your nominated customer accounts.

Technical Support 3

Technical Support Accountability Metrics Sales 3

Global Response

JANUARY 9, 2023

In many cases, though, the types of service or support needed are similar: asking questions about a specific product, needing technical support, providing payment or billing support, or giving general information. One of the ways they ensure this is by focusing on relational, ongoing customer support.

B2B 62

B2B B2C Customer Service Self service 62

SmartKarrot

JULY 13, 2022

Install operational rigor on our post-sales team including process, tools, instrumentation, and best practices to identify/remediate risk and create a repeatable, scalable playbook. Collaborate with peers and Infogrid leadership to define the operating model for Customer Success Managers within the broader account teams.

Technical Support 3

Technical Support Accountability SaaS Engineering 3

ChurnZero

JANUARY 26, 2021

Customer success continues to evolve as a practice within companies that enjoy recurring revenue models. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . They also provide an opportunity to bring in best practices. Key Result.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Select VoiceCom Blog

JULY 11, 2022

Technical support Technical support is a type of customer service, but not all customer service calls are technical support. Fashion brands, for example, don’t necessarily need technical support. Technical support can include changing account information or resolving bugs in the service.

Telemarketing 52

Telemarketing Technical Support Interactive Voice Response Metrics 52

Cincom

MAY 3, 2024

An integrated automation solution can build customized onboarding kits full of engaging content like: Account summaries with pending orders, ship dates, etc. Supported by automation, an employee can feasibly produce 5X or even 10X more documents daily thanks to data-driven templates.

Enterprise 40

Enterprise CRM APIs Customer retention 40

JustCall

JANUARY 18, 2023

Call centers handling inbound calls work under specific metrics. Technical support calls: These are calls from customers experiencing issues with a product or service. Billing and account management calls: These are calls from customers regarding their accounts or billing issues. How to Handle Inbound Calls? .

outsourcing 52

outsourcing Scripts Call Center Interactive Voice Response 52

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Best practices. Account priority & levels segmentation. Priority and Red Account management.

SaaS 66

SaaS Metrics Accountability Technical Support 66

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. He joined Comcast as executive support manager in 2007 during a period of high-profile public relations issues.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Best practices. Account priority & levels segmentation. Priority and Red Account management.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Best practices. Account priority & levels segmentation. Priority and Red Account management.

SaaS 48

SaaS Metrics Accountability Technical Support 48

Amity

JULY 18, 2016

” In a subscription-based company, there are several key metrics that need mastering and amongst those are the primary drivers to create a Customer Success organization: Customer Retention & Renewal. Best practices. Account priority & levels segmentation. Priority and Red Account management.

SaaS 48

SaaS Metrics Accountability Technical Support 48