You may have recently received an email from your Customer Success Manager, and wondered, “What is this department, and what can they do for me?”
As your company matures and your business needs expand, HCSS wants to be your helpful guide to becoming more sophisticated HCSS users. Your success and having a plan for scalable success are top-of-mind for us. We created the Customer Success department to bridge the communication gap between you and HCSS’s sales, professional services, and customer support departments. As long as you are an HCSS user, your HCSS Customer Success Manager is your advocate, focused on understanding your unique business needs, and ensuring that your needs are continually met.
Why You Deserve an Advocate
We know you invested in HCSS software to meet specific business needs, and we want to be a part of that journey with you. Your Customer Success Manager seeks to better understand why you purchased the software, and with that information, he/she can assist you in achieving your desired outcomes. Together, we can create business-specific, measurable objectives that are achievable in a given time frame with our HCSS Software. Additionally, we can set up regular check-ins, in the form of surveys, phone calls, Annual Business Reviews, and First-Year Success Plans to see your progress over time.
What are Your Biggest Problems to Solve?
The Annual Business Review (ABR) is an in-depth operations check-up and consultation, where we help you align your business goals with the HCSS software you are using. With your Customer Success Manager, you clarify your business objectives, milestones, and progress towards objectives so that together we can create achievable goals, as well as offer any suggestions that will allow you to more effectively meet year-end goals. Your Customer Success Manager will use real, measurable data to run metric reports that will show your progress over time, and ensure that your goals are being met. Over time, your ABR will show your progress, and gap items that you can focus on each year.
Creating a Clear Path Makes Success a Possibility
While your journey is unique, we can help you reach solutions with processes that have proven to be successful for many companies in similar situations. In order to find the right prescription for your pain points, your Customer Success Manager will help you create a plan and/or solution to assist in alleviating the pain points that are hindering you from meeting your software goals. During this process, we can directly advocate for you with the right department heads to ensure that your voice is being heard and that HCSS has your best interests at hand.
The Guide to Keep You On Track
As your business grows and changes, your software needs can change as well. Our business is guided by the value of not being wasteful. At your yearly renewal, your Customer Success Manager will help you maximize your software licenses and/or subscriptions that you have invested in. He/She can answer any questions that you might have, and run utilization reports to optimize license counts and/or subscriptions to meet your business needs and assist with any adjustments that need to be made prior to completing the renewal.
Above all, your Customer Success Manager’s goal is to help you effectively get the most from the software you have invested in HCSS, and provide you with a guide along your path to ensure that you are making the best software decisions to meet your business needs. With regular check-ins, and acting as your advocate, your Customer Success Manager can be the person to ensure your needs are being met.