This workshop contains instructions and notes to help Customer Support and Customer Success leaders to educate, onboard, and align teams and colleagues. You can do all of the workshop in a 90-minute session, or do portions of it as part of your ongoing team meetings. The workshop helps teams in support and success to both understand their own domains deeply, and understand and appreciate a complementary function. Executives can use key slides to educate peers on key distinctions between the support and success teams. HR can use it for career pathing discussions.

1. 1
ALIGNING CUSTOMER SUPPORT AND
SUCCESS
A workshop to align, onboard, educate
Paul Reeves
VP, Customer Success

2. 2
AGENDA
• Introduction
• Workshop intro
• Agenda building
• Execute!

3. 3
INSTRUCTIONS
How to use this workshop to align, onboard, and educate teams
• This presentation contains both blank and completed copies of
different facets of departmental design for Support and Success
• Use the empty copy to introduce the topic
• Allow team members to contribute ideas individually or in
groups (Collect ideas on sticky notes)
• As a team, vote on or prioritize the ideas
• Recommended:
• Set expectations in advance; is the workshop for discovery, or
onboarding?
• Make it clear before you start.

4. 4
ICE BREAKER
Adjectives to describe…
• ?? • ??
SuccessSupport

5. 5
ICE BREAKER
Adjectives to describe…
• Responsive
• Scripted
• Transactional
• Low touch
• Affordable
• Heroic
• Critical
• Efficient
• Proactive
• Less scripted
• Relationship-based
• High touch
• Expensive
SuccessSupport

6. 6
CUSTOMER JOURNEY
Where and how do Support and Success fit
in?

7. 7
What’s
the
point?
Many teams are part
of the value journey.
Where are our teams?

8. 8
MISSION
Your mission unifies your tea with shared
purpose and principles.

9. 9
TEAM MISSION
What is the purpose of my team?
o ??
o ??
o ??
o ??
SuccessSupport

10. 10
TEAM MISSION
What is the purpose of my team?
o Answering questions
o Solving problems
o Help customer realize value
o Ensure product/service usage/adoption
o Secure renewal
o Help customer realize value
SuccessSupport

11. 11
KPIs
How do you know if you are achieving your
mission?

12. 12
KPIs
What metrics do you own?
o ??
o ??
o ??
o ??
SuccessSupport

13. 13
KPIs
What metrics do you own?
Productivity metrics:
o # tickets handled per period
o Average response time
o Average resolution time
o # customer quotes/feedback
Efficacy metrics:
o Customer satisfaction
o SLA compliance
o Average # touches/reopens
Productivity metrics
o # interactions (week/month/quarter)
o % of customers onboarded on time
o # customer quotes/feedback
Efficacy metrics
o % of customers onboarded effectively
o % feature usage
o Growth/renewal (% or $)
o % advocates/power users
SuccessSupport

14. 14
RESPONSIBILITIE
SWhat does your team do everyday to
achieve their mission?

15. 15
RESPONSIBILITIES
What does your team do everyday?
o ??
o ??
o ??
o ??
SuccessSupport

16. 16
RESPONSIBILITIES
What does your team do everyday?
o Resolve inbound customer inquiries
o Collaborate with internal team to
resolve issues.
o Create and maintain knowledge
base articles
o Be the primary point of contact
o Build and maintain a relationship with
the customer
o Educate customers
o Conduct business reviews
SuccessSupport

17. 17
COMPETENCIES
What skills, and knowledge do we have to have?
$

18. 18
COMPETENCIES
What do you have to know/be able to do well?
o ?? o ??
SuccessSupport

19. 19
COMPETENCIES
What do you have to know/be able to do well?
o Ownership
o Listening and understanding
o Written communication
o Oral communication
o Positive communication
o Troubleshooting
o Relationship building
o Results-driven
o Conflict resolution
o Meeting facilitation
o Project management
o Persuasiveness
SuccessSupport

20. 20
ORG CHART
How are we organized?

21. 21
HOW ARE WE ORGANIZED?
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22. 22
Thank You
• Thanks to the following professionals for feedback
• Alexis Jenkins, Customer Experience Manager at HoneyBook
• Julie-Jennifer Nguyen, Enterprise Success at Segment
• Adam Ward, Customer Success at Zendrive
• You can find a copy of this deck on Slideshare.net:
•
THANK YOUS