The customer success team's mission is to empower your team to deliver the ultimate Voyado Elevate experiences to your customers. Our CSMs ensure that you get the best possible adoption of Elevate capabilities and new features, and that you constantly develop your skills. We believe in close, long-term relationships with our customers.
Working with your Customer Success Manager
Each Elevate customer has their dedicated Customer Success manager driving adoption and ensuring success with Elevate and related services. We work closely with other teams such as Account Managment, Engage Customer Success, Expert Services and Elevate Product teams.
- Driving Product Adoption (making sure customers are using the latest and greatest of all components of Elevate and making sure they perform accordingly)
- Driving tools Adoption (Educating our customers in best practices and way of working within Elevate tools)
- Driving Elevate Upgrades (Elevate consists of two versions (Elevate 3 and Elevate 4) and we want all our customers running the latest version thus driving upgrades)
- Provide Technical and Commercial support (Guide customers and partners in implementation and provide commercial support to ensure ROI, identify market cases and nurture ambassadors)
- Churn mitigation (Together with related Voyado teams identify and mitigate churn)
- How do we measure success?
We measure our success through three initiatives all related to specific KPI:s.
Happy Customers
- NPS Score (Net Promoter Score)
- NRR (Net Revenue Retention)
- Ambassador influenced sales
Optimal Elevate adoption
- Success plan creation
- Product adoption score
Upgrades to Elevate
- Upgraded CMRR (Contracted Monthly Recurring Revenue)
If you have any questions or just want to chat, feel free to reach out to any of us! We’re always delighted to help and excited to talk more about Elevate Customer Success.
Article last updated