Customer Success Management is a value assurance feature of the SoftwareOne Integrated Support Services (SISS) service to ensure the Customer achieves their desired outcomes in context of a solidified partnership. This is done by having a named resource building stronger relationships with customers, driving more strategic alignment, understanding their needs, enabling escalation, as well as providing advisory and guidance. This also facilitates addressing the customers' concerns and expectations for increased satisfaction and retention.
Customer Success Management includes the following responsibilities:
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Proactively engaging with customers to understand their needs and ensure they are achieving their desired business outcomes.
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Agreeing the Services KPIs with the Customer.
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Ensuring SoftwareOne service organization is aligned to Customer’s strategic priorities and engaged with key business and technology decision makers.
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Delivering strategic advice and guidance to accelerate innovation and drive efficiency.
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Services Strategy: supporting the Customer’s business objectives by providing assistance with IT strategy and adoption and facilitating access to SoftwareOne subject matter experts.
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Professional Services Coordination: acting as primary contact for Customer when arranging the scoping and delivery of professional services.
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Acting as an escalation contact, in coordination with the needed resources.
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Providing training and support to the Customer to help them maximize the value of the SoftwareOne services.
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Developing and driving customer success plans.
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Service Reviews: conducting regular service reviews with the Customer, subject to agreement, typically monthly. Meetings to take place online, unless the parties mutually agree otherwise. At least on a half-yearly basis, Service Reviews to include a review of the Services Contract with specific attention to utilization of hours and credits, customer satisfaction, customer IT strategic plans, plans for the next contract period and contract renewal.
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Business Reviews: in collaboration with the Account Manager, agreeing and executing regular business reviews with the Customer, typically quarterly. Meetings to take place online, unless the parties mutually agree otherwise.