(1) The document discusses proactive vs reactive support and how to drive success. (2) It recommends organizing technical support and customer success teams with clear roles and responsibilities, and monitoring key performance indicators and customer utilization. (3) The document also emphasizes cross-department collaboration and personalizing the customer experience.

1. PROACTIVE VS REACTIVE
SUPPORT TO DRIVE SUCCESS

2. Howard Yermish, Internet Creations
Director, Product
Connect with me:
+1 609.438.1360
@hyermish • https://www.linkedin.com/in/hyermish
howard.yermish@internetcreations.com

3. Jenna McLaughlin
Associate Director of Customer Success, iCIMS
Kyle Young
Director of Technical Services, iCIMS

4. Agenda
● What is Utilization?
● Team Organization
● Communication
● Key Performance Indicators (KPI)
● Collaboration

5. Utilization

6. Technical Support
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7. Customer Success
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8. Organizing
Your Team

9. Organizing Technical Support
● People
● Practice
● System

10. Organizing Customer Success
● Focus on Adoption
● System Health Monitoring
● Realizing Outcomes

11. Personalizing

12. Customer Success Management Methodology
Explore Transition Direct Optimize Grow
Evolution
Work internally and with
customer team to finalize
transition to ongoing support
and partnership structure
Create and deploy
customized adoption
onboarding program to
suit customer needs
Opportunity & Risk Identification
Consult with Professional
Services and customer
project team to ensure
successful system set up
and influence launch
strategy
Gain intimate
knowledge of
customer’s business
and expected goals
with our product
Ensure clean hand off
and customer
understanding of post
go-live support
structure
Hand hold client
through initial
onboarding to ensure
organizational product
adoption
Maximize product usage
and adoption to support
retention and create
customer advocacy
Identify professional
services needs and
cross-sell/upsell
opportunities to support
growth
Onboarding
Support

13. Performance

14. Key Performance Indicators (KPI)
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16. Cross-Department
Collaboration

17. Collaboration
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19. Key Takeaways

20. Key Takeaways

21. The best customer experience starts with the best tools