Kayako

DECEMBER 17, 2015

Mercer Smith-Looper ( @mercenator ) Support Engineer, Trello. Johnathan Lyman ( @theejl ), Senior Technical Support Lead, Zephyr. Sukhpreet Anand, ( @sanand_24 ), Technical Support Consultant, Kayako. Every coach picks one, handling email support only. Everyone who works a shift gets 1.5

Management 48

Management Technical Support Customer Support Coaching 48

CSM Practice

JANUARY 1, 2017

Finally, in my opinion, if you have a TAM (or a higher level of dedicated technical support) you should charge for it. In fact, they may be seething about your product and those support cases, but you won’t know about it until years down the line when they’ve engineered your product out. Key Takeaways.

SaaS 58

SaaS Metrics Accountability Best practices 58

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. Work cross-functionally with engineering to deliver unified business goals.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

JUNE 9, 2022

As we grow, hire, coach, and mentor a customer success team passionate about helping customers get the most from their investments in Sync. Ensure their teams deliver efficiently in alignment with key partners in Sales, Product, and Engineering. Drive value for customers by helping them achieve their business and technical outcomes.

Upselling 19

Upselling Engineering Technical Support Metrics 19

NobelBiz

MARCH 23, 2022

Coaching, recording, and other on-the-spot solutions There are numerous ways to boost your ROI with today’s call center technologies. On-call coaching, call recording solutions, call whispering , and many other available examples. Including social media, Webchat, SMS and more. Customer Experience, have always been there.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

SmartKarrot

NOVEMBER 29, 2022

Hire, enable, coach, and develop your team of high-performing CSMs to align with individual, team, and company goals. You will take care of the daily management, including coaching & developing the team. Maintain a complete understanding of products and services and serve as the face with the Customers. Apply here: [link] .

Coaching 19

Coaching Technical Support Accountability Engineering 19

SmartKarrot

JANUARY 17, 2023

Role: Customer Success Lead Location: San Mateo, CA, United States (Hybrid) Organization: North Starr As a Customer Success Lead, you will lead and coach a team of customer success managers. You will collaborate with the technical support, R&D, product and other internal teams. Apply here: [link]. Apply here: [link].

Upselling 19

Upselling Technical Support Consulting Consulting 19

SmartKarrot

NOVEMBER 9, 2022

You will serve as project manager and leader for cross-functional initiatives such as standing up a CS/Sales qualified lead engine process, building out a retention strategy for the individual Loan Officer and Real Estate customers, and developing a feedback forum for product development initiatives rooted in the voice of the customer.

Real estate 19

Real estate Consulting Consulting SaaS 19

SmartKarrot

MARCH 14, 2022

Evaluate and potentially implement improvements to the escalation processes for customer support issues. Coach and develop team members with a hands-on approach. Serve as your clients’ advocate internally by liaising with senior company leaders including sales, marketing, product, engineering, and support.

Customer advocacy 3

Customer advocacy Enterprise Technical Support Government 3

JustCall

APRIL 5, 2023

Further, businesses that find their preferred integration missing can contact the JustCall engineering team to request a new integration. Finally, the customer and technical support teams are readily available to assist customers in deriving more value from JustCall implementation. Unfortunately, 8×8 misses out on this front.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

Hodusoft

JUNE 7, 2024

In such time, the words of noted American business executive, chemical engineer, and writer Jack Welch ring true even after so many years. It encompasses everything from forecasting, hiring employees, agent training and coaching, workforce scheduling, professional handling of customer contacts, and many more.

Best practices 52

Best practices Call Center Omni-channel support Management 52

SmartKarrot

MARCH 8, 2022

An exceptional thought leader and a brilliant coach to thousands of executives, Allison Pickens, is a leading expert on recurring revenue growth. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Allison Pickens. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

MARCH 3, 2021

Oversee all aspects of people management within the designated customer success team including recruitment, selection, training, performance management, coaching, and motivation. Escalates needs across product, engineering, marketing and finance teams to ensure client needs are met.

Finance 10

Finance Engineering Coaching Morale 10

SmartKarrot

MAY 26, 2021

As a Director of Customer Success, you will hire, coach, and develop the CSM team focused on working with federal government agencies. Work closely with sales, marketing, product, engineering, and support teams to ensure we constantly deliver value to the customers.

Engineering 10

Engineering Technical Support Government Coaching 10

SmartKarrot

JUNE 24, 2020

As an Engagement Manager, You will be leading the delivery of professional services and ensure successful delivery of engagements, partnering with Enigma Engineering and Product, to oversee execution and on-going support. Role: Engagement Manager, Professional Services Location: Newyork, US Organization: Enigma Technologies, Inc.

Technical Support 10

Technical Support Finance Coaching Accountability 10

SmartKarrot

JULY 14, 2021

Providing timely support for escalated concerns including customer damage claims, payment disagreements, and driver/contractor suspensions or platform removals. Work cross-functionally with Sales, Marketing, Engineering, and Finance to deliver the best customer experience for the customers. This is a “player/coach” role by design.

Customer advocacy 10

Customer advocacy Technical Support Finance Consulting 10

SmartKarrot

JUNE 10, 2021

Lead a high-performing team of account managers through organizational development, coaching, recruiting, and performance management. Liaise with technical support, accounting, and other areas of the business to ensure customer satisfaction. Work closely with the team & keep them motivated & passionate towards work.

Real estate 10

Real estate Technical Support Coaching Accountability 10

SmartKarrot

FEBRUARY 22, 2021

Role: Director of Customer Experience Location: Charlotte, NC, US Organization: Ekos As a Director of Customer Experience, you will oversee a world-class customer lifecycle and all aspects of client health including onboarding, support, value realization, and contract renewal, while spearheading further adoption of Ekos services for the customers.

Upselling 10

Upselling Technical Support APIs Accountability 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

SmartKarrot

JANUARY 4, 2021

As an Associate/Portfolio Customer Success Manager, you will proactively coach customers and deliver Customer Success Plans that enable fast deployment and adoption. Ensure any account issues are resolved quickly, utilizing resources across Technical Support, Sales, Engineering, etc.

Education 10

Education Technical Support Accountability Upselling 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

Netomi

FEBRUARY 28, 2022

We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. It’s not the entirety of my team that’s now Customer Love, it’s the people who are the technical support agents.”.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64