SaaStr

JULY 24, 2019

Gillian oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. But as you start to scale, it is really critical that you start to think about how do you segment out your organization to optimize for the skillset that you’re hiring for.

Retention 133

Retention VP of Engineering Sales Hiring Scale 133

Stax

MARCH 26, 2024

This critical decision hinges on identifying providers that deliver robust security measures, ensuring seamless compatibility with the business’s existing sales infrastructure, and offering unparalleled customer support. Providers typically offer solutions designed for easy integration, requiring minimal technical expertise.

Payment Methods 88

Payment Methods Merchant Services Payment Services Payments 88

Sales Hacker

SEPTEMBER 23, 2021

It’s an incredible opportunity to scale your business, but one that you need the right strategy to execute on properly. Channel partnerships are a major opportunity to build your brand, expand your customer advocates, and scale your revenue. Why use channel partnerships? First and foremost, they’re lucrative. Never before.

Technical Review 101

Technical Review Scale Systems Review Software Review 101

Baremetrics

MARCH 23, 2021

1 Overview 2 Features Plans Point of Sale International Support Tools for Developers 3 Pricing PayPal’s Basic Fees Stripe’s Base Fees Stripe Billing 4 Usability 5 Customer Service & Technical Support 6 Final Word All the data your startup needs. For the Scale plan, 0.7% Table of Contents.

Payment Methods 93

Payment Methods Payment Services Payments Merchant Services 93

Stax

APRIL 17, 2024

To ensure the best fit, evaluate the ISV based on your specific business needs, such as the scale of your operations, your industry’s specific requirements, and the geographic regions you serve. Q: What steps should I take to start integrating an ISV payment solution?

Payments 68

Payments Merchant Services Payment Methods Payment Services 68

Totango

SEPTEMBER 7, 2021

However, trying to provide customized interaction to a large number of clients at scale can prove overwhelming for customer success teams if you’re relying primarily on manual methods. But in a digital environment, support issues and tickets are not always something that one person can solve.

B2B 80

B2B Engagement Strategy B2C 80

Stax

JANUARY 24, 2024

Intuit references this “ service discontinuation policy ” on its support site. This means that if you don’t upgrade your software by May 31, 2024, access to services including QuickBooks Desktop Payroll, live technical support, payment processing, Online Backup, and Online Banking will be cut off.

Payment Solutions 88

Payment Solutions Payment Features Payment Services Payment Methods 88

ChurnZero

JANUARY 20, 2021

It scaled so well that the Belgian-based business was acquired by HubSpot for an undisclosed amount in 2019. The company’s story illustrates an important lesson for any SaaS business looking to scale: Customer Success is a significant factor in supporting SaaS growth. Who are your most successful customers?

Customer Success 98

Customer Success Scale SaaS B2B 98

OpenView Labs

FEBRUARY 24, 2021

The initial team pulled top performers from Technical Support, Account Management, and Sales Development—an intentionally diverse cross section. Scaling human touchpoints. Expanding the team and supporting roles to support scaling the PLG efforts. So they created a new role: product specialist.

Scale 56

Scale Technical Support Consulting Engineering 56

Backlinkfy

OCTOBER 5, 2019

Starting out you'll also want to make sure you are hiring the right people to scale your business. You need a web designer or web design company you can count on for ongoing technical support as you get started. Good customer service comes first, so you'll need to figure out your business model and get this in line fast.

Payment Methods 56

Payment Methods Payment Services Sales Hiring Technical Review 56

ChurnZero

MARCH 31, 2022

tech ops, AWS, technical support). First, how would you rate your CSM on a scale of 1-10 on both effectiveness and relationship (so they can say “we like Joe but he’s not effective,” in effect)? A: First, you need to separate subscription cost of goods (COGS) from overall COGS.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

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. Establish both leading and lagging KPIs to enhance customer advocacy.

Customer Success 19

Customer Success Merchant Services Scale Sales Hiring 19

SmartKarrot

FEBRUARY 15, 2022

Scale onboarding operations and gain efficiencies by refining internal processes and leveraging innovative technologies, tools, and methodologies. Build and manage a team of project/account managers, technical support staff, and field service technicians in order to ensure SOW responsibilities are met for each installation.

Customer Success 19

Customer Success Technical Advisors Sales Hiring Scale 19

SmartKarrot

JANUARY 12, 2023

Create and update the library of help center resources to support a rapidly growing user base. Report on key metrics to drive success in user support and in the development of strategies to scale. Work with the global support and training team to share best practices and create a virtual team community.

Customer Success 19

Customer Success Scale Technical Review Technical Support 19

ChurnZero

OCTOBER 20, 2020

The problem was, this doesn’t scale since fundamentally the focus, outcomes and role of services and success teams are different. In my role I am responsible to help streamline the customer experience and help set-up our product and services to scale. I am the Vice President of Customer Success at Avanoo. The Performing Stage.

Customer Success 52

Customer Success Scale Consulting Technical Support 52

SmartKarrot

NOVEMBER 29, 2022

Role: Senior Director, Customer Success Location: Remote, United States Organization: OneSpan As a Senior Director – Customer Success, you will build, lead and scale a growing customer success management team while ensuring an excellent customer experience and that outcomes meet the customer goals. Apply here: [link] .

Customer Success 19

Customer Success Scale Outsourced Development Sales Hiring 19

Neil Patel

MAY 4, 2021

Most DaaS providers offer technical support solutions that alleviate this management from the business side. Some of their biggest value propositions include unlimited scale, seamless access across clouds, and near-zero maintenance. How to Pick a DaaS Tool. Consider your business needs. 7 Great Data as a Service Tools.

Marketplace as a Service 76

Marketplace as a Service Data Technical Review Marketing 76

SmartKarrot

DECEMBER 14, 2022

Coach, manage, and grow the Customer Success team as they scale. Work with the Customer Support leader to build a successful support function that works hand-in-hand with the Success team. manage the technical support team. Apply here: [link]. Defines processes for customer success set objectives (OKRs).

Customer Success 19

Customer Success Technical Review Scale Systems Review 19

Chaotic Flow

AUGUST 18, 2015

Sales, marketing, customer success, and technical support teams all play critical roles in servicing SaaS customers and driving SaaS business revenue. As much as we love our teams, they don’t have economies of scale. More importantly, they are not in front of the customer when the customer needs help with the product.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

User Pilot

APRIL 22, 2024

You can offer in-app support through live chats, resource centers, or interactive walkthroughs. In this article, we’ll show you how to offer support effectively and on a scale! TL;DR End-user support refers to how you assist your customers as they perform tasks on your platform or whenever they experience issues.

Strategy 105

Strategy Technical Review AI Search Technical Support 105

Neil Patel

JULY 12, 2021

Pricing starts at $150 per month for unlimited emails, SMS, tracking, and technical support. Their Premium plan costs $995 a month and includes all the basic features plus dedicated customer service rep, onboarding, HIPPPA compliance, and premium tech support.

Payment Methods 145

Payment Methods Scale Payments Marketing 145

SmartKarrot

NOVEMBER 11, 2021

Leverage data insights to scale the CS engagement to improve retention rates and grow customer lifetime value. Strategize on the organization structure and resources for the NA Named Accounts Segments as we scale. Liaise with supporting teams (technical support, professional services, billing, and more) on behalf of the clients.

Customer Success 19

Customer Success Scale Customer Lifetime Value Technical Support 19

ChurnZero

OCTOBER 22, 2020

ChurnZero’s components range from big-data ingestion, advanced analytics, and health scoring to large-scale workflows, numerous native integrations, and fully-automated alerts and campaigns. You must also consider the technical support that your team will require on a recurring basis.

Software Review 59

Software Review Technical Review Outsourcing Services Customer Success 59

SmartKarrot

APRIL 22, 2022

Hire and develop a Customer Success team as we scale. Liaise with supporting teams (technical support, professional services, billing, and more) on behalf of the clients. Implement process improvements and create scalable programmes to drive customer success. Apply here: [link].

Customer Success 19

Customer Success Sales Recruiting Sales Hiring Scale 19

Sales Hacker

JUNE 14, 2018

There are many levers a sales leader or organization may pull to gain scale, accelerate revenue, drive cost savings, or augment sales team structures. Have the ability to either scale or augment what your internal sales teams are currently doing. Expect your vetted sales partner to: Have active sales teams that are carrying quota.

Outsourcing Services 57

Outsourcing Services Sales Hiring Sales Outsourcing Outsourced Development 57

OpenView Labs

MARCH 3, 2020

Each problem-to-be-solved should also include a severity rating on a scale of “This isn’t an important problem” to “I’m on fire—please put out the fire.”. Customer success leaders must document what problem the customer is trying to solve with the product as part of the onboarding process. In other words, why did the customer make a purchase?

Customer Success 55

Customer Success Underperforming Technical Team Scale Churn 55

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Liaise with supporting teams (technical support, professional services, billing, and more) on behalf of the clients.

Customer Success 19

Customer Success Scale Sales Hiring Technical Support 19

SmartKarrot

APRIL 6, 2021

Manage customer service team and technical support team to ensure high-quality interactions and timely resolutions to issues. Oversee Technical Support and deployment processes to improve performance. Manage the customer journey from contract through retention across the organization.

Customer Success 10

Customer Success Sales Recruiting Sales Hiring Scale 10

Kellblog

JUNE 2, 2019

Spend a ton of that capital to hire the biggest sales force, wisely first building out a world-class onboarding and enablement program, and then scaling as aggressively as you can. Oracle 8 object handling) or a current product launch with only the thinnest technical support (e.g., Oracle/Star).

Sales Hiring 75

Sales Hiring Marketing Scale Leadership 75

Chargify

OCTOBER 4, 2017

Move Faster & Scale Successfully. A big part of the subscription billing iceberg effect relates to all the nuances you don’t think you’ll need, but find out are necessary to scale. Our support team is one of the many ways Chargify grows with you and helps your business scale. Uri Foox, Founder, Zoey.

Merchant Services 51

Merchant Services Subscription Payment Features SaaS Payments 51

Intercom, Inc.

JANUARY 9, 2020

Their help chat team seem to really understand how help chat teams function and can also offer practical advice beyond your basic technical support. In 2019 alone, businesses using live chat saved an average of $300,000 through incorporating chatbots into their live chat solutions for sales and support. .

Technical Review 20

Technical Review Scale AWS Software Review 20

SmartKarrot

FEBRUARY 4, 2021

Serve as the highest tier of technical support prioritizing and driving timely resolution through phone, email, and chat. Become an expert in the support experience for gaming creators and quickly resolve partner issues. Ensure the success of gaming creators through consultations and scaled training methods.

Sales Recruiting 10

Sales Recruiting Customer Success Technical Review SMB 10

CustomerSuccessBox

JANUARY 18, 2022

But one of the major things companies fail to achieve is Customer Success at scale. One of the first steps to achieving customer success at scale is to segment the customers. Extra Resource : Scaling requires a hefty budget. Scaling Customer Success Effectively. Amidst this chaos, Wisr’s first step was also segmentation.

Scale 52

Scale Customer Success Scaling Technical Review 52

SmartKarrot

NOVEMBER 10, 2020

As a VP of Customer Success, you will define and implement strategies to improve customer experience and efficiently scale the team to address the needs of a growing and diverse customer base in order to minimize customer churn.

Customer Success 10

Customer Success Scale Technical Support Government 10

SmartKarrot

JULY 27, 2020

Their response is measured in the scale from 0 to 10 with 10 being most likely and 0 being least likely. Customer Effort Score: This survey asks your customers about their experience when dealing with your customer support or service team. Scale questions: Questions like these are helpful in gaining statistical analysis.

Scale 19

Scale Technical Support Branding Scaling 19

A Smart Bear

OCTOBER 4, 2017

Idealistic founders believe they will break the mold when they scale, and not turn into a “typical big company.” What are the fundamental forces that transform organizations at scale? We didn’t line up that press and have those sales materials and ensure code-quality high enough to scale on day one, without predictability.

Scale 61

Scale Government Scaling Sales Recruiting 61

SmartKarrot

APRIL 29, 2020

Apply here: [link] Role: Customer Success Manager, Scale Location: Seattle, WA, US Organization: Outreach The Customer Success team is at the core of Outreach. This position will be part of AVEVA’s Global Customer Support organization. Partner with other cross-functional teams to achieve customer goals.

Customer Success 10

Customer Success Technical Advisors Scale Technical Review 10