Customer Success Manager. First Due understands the value of ongoing Customer Success activities post go-live. As part of this Statement of Work, Customer will receive a Customer Success Manager who will be the point person for Customer post go-live. Customer will receive regular check-ins to ensure the adoption of the Purchased Products. As part of the regular check-ins, the Customer Success Manager can help Customer with any major enhancements or issues, new feature updates, interest in other modules and additional training needs.
Customer Success Manager. IPRO will provide a Customer Success resource that will assist through the onboarding process to ensure the deployment of the Solution is successful. The Customer Success resource will receive support from multiple teams within IPRO to ensure full knowledge and adoption is obtained and transferred to Customer including the infrastructure, application workflows, system settings, and the like. If required and approved by Customer, a Customer Success Manager or Professional Services individual can be engaged for Consulting sessions or have a regular cadence with Customer to ensure customized workflows can be built, custom training is provided and full value of the IPRO Solution is obtained during the duration of this Maintenance and Support Agreement. The set fee for this Consulting and Professional Services is $250 per hour. The Customer Success Manager or Account Manager may schedule regular Quarterly Business Reviews to ensure we take feedback and better align and understand both IPRO and Customer’s vision of the Solution.
Customer Success Manager. 1. The Provider designates a customer success manager to the Customers eligible Subscriptions.
Customer Success Manager. 11.1 Where available in the appropriate Support Tier(s), Client shall have a dedicated Customer Success Manager.
Customer Success Manager. The Customer Success Manager (CSM) will act as a dedicated support resource to manage Maintenance Services, communications, engagement effectiveness, and periodic reporting across MOM Software Products under Maintenance Services.
Customer Success Manager. The Customer will be allocated a designated Customer Success Manager. The Customer Success Manager (whom for the avoidance of doubt is not a dedicated resource) is responsible for the operational management of the contracted Service Level’s, Service reporting, business risk identification, customer feedback and implementation of a continual Service improvement program and continual improvement culture throughout the lifecycle of this Agreement. The Customer Success Manager will provide monthly performance reports and chair monthly/quarterly service review conference calls and manage monthly/quarterly on-Site (Customer or Maintel office) service review meetings. The service reports will include full disclosure of service performance to Service Levels, including service availability against targets, system performance against targets, change management (changes implemented/planned), and any recommendations for changes or improvements to the Service that would benefit the Customer (software patching, hardware upgrades, configuration changes, risk mitigation etc.). and alignment to customer business objectives. A typical agenda for the monthly service review meeting is below: • Performance review including: o Summary of incidents and requests for technical assistance; o Statistical analysis of incidents and requests for technical assistance; o Review of incident escalation management (where appropriate); o Analysis of incident trends; o Analysis of SLA targets; o Problem management. • Change management and utilisation of change tokens; • Capacity management and any recommendations for changes to service; • Assessment of Continuous Service Improvement initiatives. • Risk assessment and review • Customer feedback analysis and improvement plan • Service Credits where contracted Continual Service Improvement plan or action logs are produced and issued by the Maintel Customer Success Manager within five (5) working days of the meeting. The Customer Success Manager option included in the foundation services is a desk-based function, and meetings will be held either using audio or video conferencing.
