All the essentials needed to ensure the entire team (not just CS) really “knows” the customer. You will find in the top section information about points of contact, preferred communication styles, and preferred days to meet. The middle section is dedicated to customer goals, the definition of success, pain points, and background information to build a trusting partnership. And at the bottom section, there is a communication log tracking interactions with customers throughout the year The expectation would be for ALL team members (CS, Sales, Support, Marketing, Product, and C-Suite) to have access to these profiles.
Stella brings 10 years of experience in educational growth, fostering relationships, and driving program engagement. Transitioning from the classroom to the corporate world, she now focuses on training teachers transitioning to tech. Stella actively engages in the tech community, participating in customer success-focused office hours and professional learning groups.
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Natalie Andronov is a CS Operations professional with over a decade of experience in Customer Relations, Customer Success, and Operations. With a background as both a CS leader and individual contributor, Natalie is dedicated to building and optimizing processes and implementing data-driven strategies.
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Anupriya is an experienced Customer Success Manager at Jio Haptik with over 7 years of experience in various industries, including ed-tech and policy impact evaluation. She is passionate about building data-driven customer success teams and cultivating strong client relationships.
Anupriya Khemka