Customer success scale up to accelerate land and expand customer base
Global customer success team
For growing start-ups, customer driven scale up becomes single minded focus. Customer Success (CS) team being the eyes and ears of a company is vital for customer driven growth. In Cloud and SaaS era driven by AI, to accelerate customer acquisition and expansion, start-ups have to go globally, provide 24X7 support, drive customer feedback into product development from an early stage.
Agumbe’s leadership has 20+ years in building and leading relationship-oriented CS teams for complex software products requiring high-touch support. Enabling, CS team to function as “Customer’s trusted advisor” and “Align company’s growth to customer success outcome”, we have made a difference in accelerating customer acquisition, expansion and product roadmap. In early stages of start-ups, customer success and product engineering working as a one team with shared responsibilities is efficient and cost-effective support model with potential to emerge global center as “Center of excellence for customer support”.
With your final say on hiring, we will build global CS team from the ground up, integrate them into your customer success team and enable them to be extended CS team and free up valuable field CS resources to pursue more prospects. Global CS team will assist your field CS and sales team in customer acquisition, expansion and renewal.
Provide product overview and demo, quickly execute POCs to create WOW factor on preferred use case by following company playbook, account strategy. Provide feedback on sales strategy, competition based on insights gained from customer interactions.
Conduct product trainings, create content, reusable templates, clickable walkthroughs for faster on-boarding.
Integrate product into customer workflows through scripting. Advise customer on effective product usage. Work with CS and R&D team to resolve technical issues in timely manner. Participate in weekly CS and sales meetings, quarterly account reviews, proactive customer meetings.
Relentless focus on maximizing number of users and product feature usage to create up-sell and cross-sell opportunities. Work with CS and R&D team to resolve technical issues in timely manner. Participate in weekly CS and sales meetings, quarterly account reviews, customer meetings. Work with product team in driving enhancements, new features based on customer feedback.
with increase in ACV for all the customers is the ultimate goal of customer success. Keep account team updated on licenses utilisation, technical issues and changes in product usage, key customer contacts, customer business conditions.