After the training, our Customer Success Manager (CSM) will be on hand to support your teams through the change process. He or she is your point of entry to XPCloud.
Post-production, he or she will also be your point of contact for discussing changes to your CRM or Customer Service software.
What are our missions?
The main tasks of your Customer Success Manager are :
- Gather all the information and knowledge essential for monitoring and assisting with the post-production changeover.
- Set up a regular follow-up meeting (frequency to be defined with your teams): a forum for dealing with questions, needs and issues relating to Support. The CSM acts as a link with Support and the other XPCloud entities.
- Prioritize the various day-to-day issues and produce regular follow-up reports.
- Ensuring regular reporting (on the use of the solution, tracking tickets, etc.) and communication in the event of crisis management.
- Measuring customer satisfaction.
During his or her assignment, your contact will be able to present XPCloud news and proposed developments to improve your customer relationship management.