JustCall

MARCH 9, 2023

creating product documentation and associated resources, and so on Over to You There you go—while the difference between customer support and customer service may not seem much at first glance, the two are varying fields with contrasting end goals. What’s the difference between customer service and customer support?

Customer Support 40

Customer Support Customer Service Average Handle Time Metrics 40

Global Response

MAY 22, 2023

Typically, these call centers focus on one of the following areas: customer service or support help desk services technical support order taking Inbound call centers vary in cost depending on the services needed and the location of the call center—for example, nearshoring is an affordable alternative compared to domestic call centers.

Call Center 62

Call Center outsourcing Benchmark Metrics 62

SmartKarrot

MARCH 20, 2023

Customer Success Manager Location: United States (Remote) Organization: Talentify.io As a Sr. Customer Success Manager, you’ll control the strategic and enterprise accounts’ post-sales customer experiences, including onboarding, product adoption, customer relationships & advocacy, renewal/expansion, and so on.

Upselling 19

Upselling Enterprise Technical Support Finance 19

SmartKarrot

JUNE 1, 2023

Role: Customer Success Manager Location: Austin, TX, United States (Remote) Organization: Sensi.AI As a Customer Success Manager, you’ll include system install and training. Represent the customer’s voice to provide insight and feedback into key product and marketing processes through high touch relationships.

Technical Support 19

Technical Support Upselling Feedback Sales 19

SmartKarrot

JANUARY 12, 2023

Role: Customer Success Specialist Location: Remote, England, United Kingdom Organization: OpenSolar As a Customer Success Specialist, you will provide direct training and support (web-based) for users of the platform. Conduct sales calls with new users to manage successful onboarding, implementation & support.

Technical Support 19

Technical Support Engineering Best practices Upselling 19

SmartKarrot

JUNE 9, 2022

Ensure Customer Success and Asset Management teams are coordinated with respect to the communication of project and utility timelines with end-user customers; develop processes between teams to ensure seamless communication for the benefit of all the customers. Deliver feedback to Product and Engineering based on customer needs and requests.

Upselling 19

Upselling Engineering Technical Support Metrics 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. Establish both leading and lagging KPIs to enhance customer advocacy. Apply here: [link].

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

SEPTEMBER 19, 2022

Apply here: [link] Role: Customer Success Manager Location: New York, NY, US Organization: HiBob As a Customer Success Manager, you will implement the onboarding of each of your clients (Mid-market and enterprise). Manage a portfolio of accounts with a focus on renewals and upsells conversations.

Upselling 19

Upselling Technical Support Accountability Coaching 19

Nicereply

NOVEMBER 13, 2023

Being patient also involves managing the customer’s expectations by setting realistic goals and explaining the steps that will be taken to address their concerns. If you are in a technical support role, then you need deeper product knowledge. Time management Effective time management is crucial for all professionals.

Customer Service 59

Customer Service Technical Support Upselling Personalization 59

SmartKarrot

FEBRUARY 21, 2023

To provide high levels of customer satisfaction, recruit and train the best customer success managers. Expand the support organisation to offer worldwide, cross-product line, and multi-channel product assistance. commercial expertise in upselling and/or renewals. Create scalable and effective delivery processes.

Upselling 19

Upselling Technical Support SaaS Consulting 19

SmartKarrot

NOVEMBER 22, 2021

Role: Customer Success Manager Location: Remote, Houston, TX, US Organization: SpaceQuant As a Customer Success Manager, you will stay up to date with current and prospective customers. 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

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

Manage a team who partner with day-to-day program management stakeholders at the partner organization to assess progress, drive key deliverables, and ensure on-track launches. Support cross-functional collaboration across League business, product & operations teams. Apply here: [link].

Technical Support 19

Technical Support Upselling Accountability Engineering 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.

Customer advocacy 19

Customer advocacy Technical Support Education Finance 19

Amity

MAY 22, 2016

According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%). Understand their thought processes and incorporate their feedback into your plan for customer success. You don’t have executive buy-in.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

SmartKarrot

FEBRUARY 10, 2021

Establish, manage, and monitor project performance goals. Assist the sales team to prepare proposals including architectures, development estimates, system sizing and technical content. Responsible for effective team management ensuring adherence to HR processes and a core focus on talent management across the team.

Upselling 10

Upselling Construction Technical Support Consulting 10

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. Manage escalations from your direct reports and follow a methodical escalation process to execs.

Technical Support 10

Technical Support Upselling Engineering Accountability 10

SmartKarrot

FEBRUARY 4, 2021

Apply here: [link] Role: Customer Success Manager (SMB) Location: Remote, OR, US Organization: Matterport As a Customer Success Manager, you will manage all post-sales activity for assigned SMB to Mid-Market customer segments through strong relationship-building, product knowledge, engagement planning, and upsell/cross-sell execution.

Technical Support 10

Technical Support Upselling Consulting Consulting 10

OctopusTech

SEPTEMBER 9, 2023

These countries outsource their call center operations from less expensive countries like Asia to manage their budget and ease their business operations for a cost-effective business solution. This gives companies the flexibility to manage their internal operations effectively.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

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

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

MAY 15, 2020

The role of a Customer Success Manager (CSM) has now been a subject of rapid expansion in any software as a service (SaaS) company. As a manager, you need to be aware that you may be called upon any moment to provide technical assistance to the clients or to provide on-site training on the products. Final Take .

Management 10

Management SaaS Technical Support Upselling 10

SmartKarrot

JANUARY 7, 2021

Build and manage customer success team. Provide technical support during onboarding and implementation. Actively contributing in a product roadmap and collecting feedback from customers. Deliver renewal targets and upsell targets. Consistently and proactively seek opportunities to deepen customer relationships.

Upselling 10

Upselling Technical Support Metrics Education 10

SmartKarrot

DECEMBER 2, 2020

Role: Director of Customer Success Location: Remote, San Francisco, CA, US Organization: Wonderschool As a Director of Customer Success, you will manage, coach, inspire a talented team of technical Onboarders and customer support/success. Also, partner with the account management team to drive retention and up-sell.

Upselling 10

Upselling Best practices Enterprise Technical Support 10

SmartKarrot

FEBRUARY 17, 2021

Role: VP Customer Success Location: Fremont, CA, US Organization: Privacera As a VP of Success Manager, you will be responsible for leading, expanding, and mentoring the Customer Success teams through strategy and Objectives and Key Results along with hiring, coaching, and developing a world-class team.

Enterprise 10

Enterprise Technical Support Finance Upselling 10

Amity

JANUARY 30, 2019

Customer Success Management. A team of Customer Success Managers can be one of the most important considerations and impactful hires. They are the advocates of your customer base and provide critical feedback on your product, service and industry trends. Account Management / CS Sales.

Education 61

Education Engineering B2C Technical Support 61

NobelBiz

JULY 10, 2023

For example, while an AI system is on a call, it can simultaneously analyze the conversation, provide real-time feedback to the agent, and update the customer’s profile based on the conversation. They can alert agents about the customer’s previous concerns, their preferences, and potential upsell opportunities.

Contact Center 40

Contact Center Call Center Interactive Voice Response Chatbots 40

CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Most companies have an on-premise #CustomerSuccess program that typically comes in the form of TAM (Technical Account Management) services. Recently, many companies are moving from on-premise to SaaS. Click to Tweet.

SaaS 58

SaaS Metrics Accountability Best practices 58

Amity

JULY 28, 2014

According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management (customer success management and customer experience management are often used interchangeably) are: Improve customer retention – (42%). Improve customer satisfaction – (33%).

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

SmartKarrot

JANUARY 4, 2021

Apply here: [link] Role: Enterprise Customer Success Manager Location: Melbourne, Victoria, Australia Organization: Jenkin Beattie Pty Ltd As a Customer Success Manager, you will be developing and managing key accounts achieving mutual goals whilst seeking growth within each account. Client support and issue resolution.

Technical Support 10

Technical Support Education Accountability Upselling 10

Global Response

FEBRUARY 13, 2022

Customer service is one of the main goals of an inbound call center, and may take the form of updating account details, initiating returns, listening to (and solving for) customer concerns or feedback, or answering other questions or concerns from current customers. Product or technical support. Inbound sales or upgrades.

Call Center 62

Call Center Telemarketing Technical Support outsourcing 62

SmartKarrot

MAY 27, 2020

But in spite of that, you as a client success director or client success manager (CSM) need to ensure the presence of an organic relationship with your clients. Knowledge of Product and Technical Support . There is no denial about the fact that digital technology is overtaking the global organizations today. EQ is The New IQ .

B2B 10

B2B SaaS Technical Support Upselling 10

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? Managing customer data is nothing new. These tools usually include a customer database and automation, as well as management resources for multichannel campaigns, real-time customer interactions, and more.

call center software 98

call center software Call Center APIs Contact Center 98

ChurnZero

JUNE 26, 2020

Its assets, capabilities, and structure are useless unless executives and managers throughout the organization make the essential decisions and get those decisions right more often than not.”. Additional fees for license types, implementation, training, and technical support can lead to unintentional price mix-ups and underestimates.

Technical Support 98

Technical Support Accountability Upselling Consulting 98

CustomerSuccessBox

JANUARY 18, 2022

From this list, you can have your customer success or technical support team create an article that addresses these questions. If you find that your product cluster questions arise in a particular area (setup, user management, etc.), a particular product) produces the most service requests.

Self service 52

Self service Enterprise Analytics Technical Support 52

Netomi

FEBRUARY 28, 2022

The voice of the customer, customer experience strategy (beyond customer support), business analysis, as well as human-centered design are all among Anastasia’s areas of expertise. An operations and business innovation expert, she has more than 10 years of project management experience across industries and geographies. . ” .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64