SmartKarrot

NOVEMBER 18, 2021

Oversee first-tier and escalated support processes. Define and track critical customer success metrics and KPI’s. Establish process and procedures for cross-team collaboration, e.g., between customer success and sales, engineering, and product. Achieve agreed customer usage metrics for the Sensat platform as per the OKRs.

Technical Support 19

Technical Support Best practices Metrics Feedback 19

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. CS Architects / Engineers. If your solution is complex to implement and more difficult to use then a customer facing architect or engineer role may be right for your organization.

Education 61

Education Engineering B2C Technical Support 61

AWS Machine Learning

MAY 7, 2024

Rather than requiring extensive feature engineering and dataset labeling, LLMs can be fine-tuned on small amounts of domain-specific data to quickly adapt to new use cases. This post walks through examples of building information extraction use cases by combining LLMs with prompt engineering and frameworks such as LangChain.

Engineering 100

Engineering Technical Support Chatbots Best practices 100

SmartKarrot

MARCH 3, 2021

Escalates needs across product, engineering, marketing and finance teams to ensure client needs are met. Tracks and reports on key client health and performance metrics, including net revenue retention/expansion. Escalating needs across product, engineering, marketing and finance teams as appropriate.

Finance 10

Finance Engineering Coaching Morale 10

CSM Practice

JANUARY 1, 2017

However, the main difference between SaaS and On-Premise CSM programs is this additional group of people who engage with customers in a proactive way to find and resolve any customer health issues as well as share best practices, new product features and so on. Financial metrics: Renewal rates, early renewal rates (important!)

SaaS 58

SaaS Metrics Accountability Best practices 58

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. Role: Manager, Customer Success Location: Newyork, US Organization: Spot.io Spot is looking for someone who can lead their team of CSMs in North America.

Technical Support 10

Technical Support Engineering Best practices Accountability 10

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. You will have to serve as the primary point of contact for assigned accounts, establishing regular sequence, conduct business reviews and track success metrics.

Technical Support 10

Technical Support Finance Upselling Accountability 10

SmartKarrot

MARCH 8, 2022

An alumnus of The University of Texas at Austin, Disha Gosalia is a technical executive with various specialties such as customer advocacy , team building and mentoring, customer service management, escalations management, customer adoption, metrics analysis, training, staff development, and much more. Donna Weber. Erika Villarreal.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

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. Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering, etc.

Technical Support 3

Technical Support Accountability SaaS Engineering 3

Cincom

MAY 3, 2024

Supported by automation, an employee can feasibly produce 5X or even 10X more documents daily thanks to data-driven templates. How Speed and Efficiency Result in Profitability and Sustainability Beyond impressive productivity metrics, consider the tangible financial upsides introduced through efficiency gains from document automation.

Enterprise 40

Enterprise CRM APIs Customer retention 40