Customer Success Manager – Onboarding

NTHA

Last updated: 13 May 2022

Customer Success Manager – Onboarding

The Customer Success Manager — Onboarding manages customers who have a completed deployment service but aren’t live yet, and drives them to launch happily. This is important because it is common for our customers to delay launching NextService despite the deployment service being complete, due to roadblocks in their wider NetSuite journey.

Position Title: Customer Success Manager – Onboarding

Country: NTHA

Position Reports Role: Principal Technical Consultant

Goals

  • Customers with a completed deployment service but yet to launch are supported and motivated to launch.
  • When customers launch they are happy to do so and don’t feel rushed or forced.
  • The transition from Professional Services to Support & Success is smooth.
  • Launched customers are verified as actively using NextService to run their business.
  • We are on the same team as NetSuite implementation teams and can rely on a solid relationship with them should a major solution roadblock arise.

Responsibilities

  • Attend and actively participate in the regular Customer Success team rituals such as daily stand-ups.
  • Lead by example in following all processes for your team and the wider business.
  • Manage all customers with a completed deployment service but yet to launch, including checking in with the customer regularly, and documenting their status in NetSuite.
  • Communicate with and understand the needs of the customer’s various team members, including owners, executives, admins, business process owners, and end users in the field where appropriate.
  • Ensure a comprehensive handover from the Deployments team to you is completed as part of the project transition, including your review of original deployment goals, confirmation sign off, and attendance to final project activities such as admin training.
  • Guide customers to launch by providing checklists, practical change management help, and communicating the value that NextService provides to their business once it is live.
  • Drive the resolution of any of the customer’s outstanding issues, organizing or managing the work of the appropriate team or people to provide the solution.
  • Coordinate completion of any optimisation work (ie. additional work once the initial SOW has been completed) or additional training through our internal team or partner network, including working with our internal team to estimate, scope, and gain approval for the work when necessary.
  • When one of your customers launches:
    • Monitor their use of NextService in alignment with the goals of their deployment for two weeks post-launch, and reach out when their use or behaviors are inconsistent with their original goals.
    • Introduce and handover to our Support and Success teams, ensuring the customer is comfortable and confident in the level of support they’ll receive moving forward.
  • Build a strong relationship with partners in our network and work closely with our Partner team to ensure customers have good support around their NetSuite setup.
  • Highlight any upcoming renewals for pending go-live customers with the Professional Services Manager.
  • Liaise with the customer’s original Functional or Technical Consultants if or when context on the business is required.
  • Provide practical feedback to the Professional Services team on potential improvements to our deployment methodology and/or deployment and training activities.
  • Strategically analyze go-live delay reasons raised during deployment, as well as after the deployment is complete, in order to continually improve our number of success go-lives.
  • Ensure customers you work with gain a good understanding of how our product functions.

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