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

AWS Machine Learning

MAY 7, 2024

Tasks such as routing support tickets, recognizing customers intents from a chatbot conversation session, extracting key entities from contracts, invoices, and other type of documents, as well as analyzing customer feedback are examples of long-standing needs. In this example, you explicitly set the instance type to ml.g5.48xlarge.

Engineering 89

Engineering Technical Support Chatbots Best practices 89

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. CS Architects / Engineers. Professional Services.

Education 61

Education Engineering B2C Technical Support 61

SmartKarrot

APRIL 28, 2022

Work with the technical account team as needed for customer success. This role is focused on strategic customer success management and is not a technical support-related role. Work cross-functionally with sales, marketing, engineering, and product teams to align on customer needs and company strategy.

Customer advocacy 19

Customer advocacy Technical Support Accountability Engineering 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. Own key metrics for your team. Identify opportunities for continuous improvement.

Technical Support 10

Technical Support Upselling Engineering Accountability 10

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

JustCall

APRIL 5, 2023

Further, businesses that find their preferred integration missing can contact the JustCall engineering team to request a new integration. Finally, the customer and technical support teams are readily available to assist customers in deriving more value from JustCall implementation. Unfortunately, 8×8 misses out on this front.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

CSM Practice

JANUARY 1, 2017

The Customer Success Manager’s role is expected to proactively reach out to customers, develop a relationship and use the SaaS usage metrics available to watch for movements in customer health. Finally, in my opinion, if you have a TAM (or a higher level of dedicated technical support) you should charge for it.

SaaS 58

SaaS Metrics Accountability Best practices 58

ClientSuccess

FEBRUARY 21, 2017

Today, the customer success team at SalesLoft includes technical support engineers and implementation leads, who help bridge the gap between sales and implementation of the platform. The key to keeping the customer success team on goal and on target is having clear goals and metrics available to all team members.

SaaS 40

SaaS Technical Support Sales Engineering 40

JustCall

MAY 1, 2023

This feedback is then recorded in the analytics dashboard to assess agent performance. Upon onboarding Netxtiva, the organization was able to monitor their sales and support team activity efficiently, which led to an improvement in customer experience Titan Solar Power wanted visibility around call metrics to improve its customer experience.

Interactive Voice Response 52

Interactive Voice Response Enterprise Call Logging CRM 52

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. You will partner directly with Sales, Technical Support, and Solutions Engineering teams to create a repeatable and scalable operating process that drives post-sale success.

Technical Support 10

Technical Support Engineering Best practices Accountability 10

SmartKarrot

JANUARY 7, 2021

Provide technical support during onboarding and implementation. Actively contributing in a product roadmap and collecting feedback from customers. Partner with the product, engineering, presales and sales team to ensure that we are focused on customer needs. Build and manage customer success team.

Upselling 10

Upselling Technical Support Metrics Engineering 10

SmartKarrot

JANUARY 4, 2021

Drive metrics on performance and processes to achieve corporate and customer objectives, provide the best customer experience and consistently achieve team productivity, and customer satisfaction targets. Identify customers at-risk of churning and ensure your team takes early action to support retention.

Technical Support 10

Technical Support Education Accountability Upselling 10

Help Scout

SEPTEMBER 28, 2021

We also have in-house interviewer training that everyone must go through before they interview candidates — we want our team to be crystal clear about how to give a great interview, how to listen for solid answers, how to minimize unconscious bias, and how to write useful feedback.

Engineering 125

Engineering Feedback Technical Support Surveys 125

RichCall

SEPTEMBER 13, 2017

The contact centre will support this by providing hints, tips, education and technical support. In addition, the contact centre will also become a powerful resource for finding out what customers think of companies, and for capturing sentiments, feedback, needs and wants. Colin Taylor. Teresa Cottam.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

SmartKarrot

JULY 13, 2022

Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering, etc. Function as the voice of the customer and provide internal feedback on how New Relic can better serve the customers. Track accounts to identify churn risk and work proactively to eliminate that risk.

Technical Support 3

Technical Support Accountability SaaS Engineering 3

SmartKarrot

JUNE 21, 2022

Help develop and support an Enterprise program to work with management companies at the C-Suite level to grow in respected markets. Internal drive to exceed designated financial targets within the region and deliver on key success metrics. Maintain & gain knowledge of the languages & technologies supported by New Relic.

Enterprise 3

Enterprise SaaS Technical Support Accountability 3

JustCall

APRIL 5, 2022

From there, you can review their performance and give vital feedback that will allow them to beef up going forward. Insights from these metrics will help you understand your customers better. This data is meant for those companies who have technical support or customer service teams working in different call centers globally.

voip 40

voip Interactive Voice Response Analytics Sales 40