SmartKarrot

JUNE 9, 2022

Create accountability across customer-facing teams by developing appropriate metrics and coordinating compensation and promotions with these metrics. Deliver feedback to Product and Engineering based on customer needs and requests. Work with the Sales Director to drive ARR growth through upsell, cross-sell and price increases.

Upselling 19

Upselling Engineering Technical Support Metrics 19

SmartKarrot

JUNE 1, 2023

Represent the customer’s voice to provide insight and feedback into key product and marketing processes through high touch relationships. To find value-added solutions and upsell chances, define the goals, problems, and needs of the customers. Create and sustain enduring, strong relationships with your customers.

Technical Support 19

Technical Support Upselling Feedback Sales 19

SmartKarrot

SEPTEMBER 19, 2022

Leads senior and experienced direct reports and colleagues while holding the team accountable to high standards and developmental goals; holds crew and self accountable to financial targets. Manage a portfolio of accounts with a focus on renewals and upsells conversations.

Upselling 19

Upselling Technical Support Accountability Coaching 19

SmartKarrot

NOVEMBER 14, 2022

As a Director of Customer Success, you will create efficient processes for managing all pre- post-sales technical support; including phone & e-mail support, lab-based troubleshooting, knowledge database, and interface with CRM. Grow accounts in their book of business. Aid clients in achieving their goals.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

ChurnZero

OCTOBER 20, 2020

The types of services can be one time (for e.g. implementation, training, workshop) or can be ongoing (for e.g. ongoing training program, technical support services). I wanted to share some tips on successfully transitioning from a services-based organization to a core Customer Success offering, with services as an upsell opportunity.

Journey mapping 52

Journey mapping Calibration Upselling Technical Support 52

SmartKarrot

MAY 27, 2022

Maintain a balanced proactive/reactive relationship with your assigned accounts. Partner with the Sales organization to uncover and capitalize on upsell and expansion opportunities. Dedicated duties include account monitoring, regular check-ins, and relationship building. Apply here: [link].

Technical Support 19

Technical Support Upselling Accountability Engineering 19

SmartKarrot

NOVEMBER 22, 2021

Maintaining records for client accounts. Collaborating with a variety of different departments to better serve the clients’ needs, such as the accounting and marketing departments. Provide high-level technical support to customers and collaborate with Support to escalate and resolve complex customer issues.

Real estate 19

Real estate Technical Support Consulting Consulting 19

SmartKarrot

FEBRUARY 21, 2023

Expand the support organisation to offer worldwide, cross-product line, and multi-channel product assistance. commercial expertise in upselling and/or renewals. knowledge of market research, consumer feedback, and user requirements. Create scalable and effective delivery processes.

Upselling 19

Upselling Technical Support SaaS Consulting 19

SmartKarrot

APRIL 22, 2022

Role: Client Success Director – Public Sector Location: Owings Mills, MD, US Organization: CareFirst BlueCross BlueShield As a Client Success Director, you will manage and develop a set of assigned accounts to increase productivity and sales of company products. Taking responsibility for contract renewal and upselling.

Technical Support 19

Technical Support Upselling Coaching Accountability 19

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Identify opportunities and lead upsell/cross-sell deals from start to finish. Apply here: [link].

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

SmartKarrot

JUNE 3, 2021

Role: VP of Customer Experience Location: New York, United States Organization: Airtame As a VP of Customer Experience, you will hire, engage and retain top talent for the Customer Success, Technical Support, and Sales Engineering teams. Being on the lookout to spot and identify and/or upsell opportunities.

Technical Support 10

Technical Support Upselling Engineering Accountability 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. Maintain a regular cadence with accounts and key stakeholders to identify churn risk to work proactively to eliminate risk factors. Maintain product expertise across the Matterport solution.

Technical Support 10

Technical Support Upselling Consulting Consulting 10

SmartKarrot

NOVEMBER 23, 2020

Responsible for the end-to-end process for capturing customer feedback and policy enhancements, working closely with internal departments to drive continuous improvement and enhance product offering & services. As needed, acts as a point of escalation and resolution for customer issues for the Customer Support function.

Technical Support 10

Technical Support Accountability Upselling Feedback 10

Amity

MAY 22, 2016

If you don’t already know, find out what your company uses to capture account or contact information, billing data and support tickets. Understand their thought processes and incorporate their feedback into your plan for customer success. You don’t have a process.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

SmartKarrot

FEBRUARY 10, 2021

Be the voice of the customers internally, sharing process improvements, feedback, needs/issues into the internal ecosystem, contributing to achieve better solutions and drive growth. Manage the renewal process and identify upsell and cross-sell opportunities. Ensure all account issues are quickly resolved.

Upselling 10

Upselling Construction Technical Support Consulting 10

SmartKarrot

DECEMBER 2, 2020

Deliver clear insights to the product org that turn into product improvement priorities; work with prod/eng to create optimal feedback loops (effectively influence cross-functionally). Optimize cross-functional team communication to impact onboarding, engagement, renewal, and upsell outcomes.

Upselling 10

Upselling Best practices Enterprise Technical Support 10

Netomi

FEBRUARY 28, 2022

Listening to customer feedback is also essential, she stressed, “we are constantly increasing the number of channels and ways to get feedback.” . That includes the need to ‘know your customer’ both from behavioral and feedback capturing & interpretation, and also ‘make customers feel known and valued’ through various levers.”.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

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. They should upsell seats and service levels.

SaaS 58

SaaS Metrics Accountability Best practices 58

SmartKarrot

DECEMBER 4, 2020

Role: VP Customer Success Location: Salt Lake City, UT, US Organization: NICE inContact As a VP of Customer Success, you will be a senior leader in the matrix organization of Technical Success, working with Professional Services, Technical Support, and other customer-facing teams to ensure customer outcomes.

Upselling 10

Upselling Technical Support Feedback Coaching 10

SmartKarrot

FEBRUARY 17, 2021

Manage a team of technical account managers (TAM) responsible for ensuring the technical goals of customers are met. Establish a relationship with key ecosystem partners and build joint upsell opportunities. Transform customer feedback into actionable product roadmap items.

Enterprise 10

Enterprise Technical Support Finance Upselling 10

Amity

JANUARY 30, 2019

They are the advocates of your customer base and provide critical feedback on your product, service and industry trends. 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.

Education 61

Education Engineering B2C Technical Support 61

SmartKarrot

JANUARY 7, 2021

Provide technical support during onboarding and implementation. Actively contributing in a product roadmap and collecting feedback from customers. Deliver renewal targets and upsell targets. Identify feature upsell opportunities with partner institutions and generate cross-sell introductions for the sales team.

Upselling 10

Upselling Technical Support Metrics Engineering 10

SmartKarrot

APRIL 17, 2023

They can be used for a range of tasks, including customer service, sales, and technical support. Improve customer support by analyzing common issues and developing proactive solutions. Track customer satisfaction and improve customer experience based on feedback.

Upselling 10

Upselling Chatbots Virtual Agent Coaching 10

SmartKarrot

JANUARY 4, 2021

Guide team resolution of escalated issues and take point on key account issues and deal with all customers in a highly professional and effective manner as the lead customer advocate within the organization. Provide guidance and accountability for Customer Success team members across the customer life cycle.

Technical Support 10

Technical Support Education Accountability Upselling 10

OctopusTech

SEPTEMBER 9, 2023

For example – Some of the industries that are benefited from using call center services include – Accounting IT and Communication Marketing Manufacturing Tour and travel Banking, Insurance, and Finance Why Companies Should Invest in Call Center Outsourcing? In addition to this, they are also trained in upselling techniques.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Amity

JULY 28, 2014

If you don’t already know, find out what your company uses to capture account or contact information, billing data and support tickets. Understand their thought processes and incorporate their feedback into your plan for customer success. Most organizations have customer related data, it’s just a matter of identifying it.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

SmartKarrot

MAY 27, 2020

Knowledge of Product and Technical Support . For a long time, organizations have had product success managers, account managers, and customer experience managers working together towards client retention. EQ is The New IQ . As a client success director, you have to focus on Emotional Intelligence.

B2B 10

B2B SaaS Technical Support Upselling 10

SmartKarrot

MAY 15, 2020

From a plethora of such roles that a lucrative customer success specialist holds, below are the core seven tasks that are most sought after for a customer success manager job description: Has a sound knowledge of Product and Technical Support . Accounts Escalations . And most importantly, be alert! Final Take .

Management 10

Management SaaS Technical Support Upselling 10

NobelBiz

MAY 25, 2023

Increased Revenue Opportunities CDPs can increase revenue opportunities for call centers by providing more accurate and detailed customer profiles, which can help businesses identify new sales and upsell opportunities. In addition to their past performance, inquire about the vendor’s ongoing support services.

call center software 98

call center software Call Center APIs Contact Center 98

ChurnZero

JUNE 26, 2020

Additional fees for license types, implementation, training, and technical support can lead to unintentional price mix-ups and underestimates. Do they support lite or read-only licenses? What is the amount of active accounts we expect to manage in our Customer Success platform? If so, how many do we need? If so, how much?

Technical Support 98

Technical Support Accountability Upselling Consulting 98

CustomerSuccessBox

JANUARY 18, 2022

Distinguishing accounts based on value and revenue growth allows you to engage them better and keep them satisfied. From this list, you can have your customer success or technical support team create an article that addresses these questions. Amidst this chaos, Wisr’s first step was also segmentation.

Self service 52

Self service Enterprise Analytics Technical Support 52