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Services Nomenclature - 20 Second Member Poll

Christina Luna
Christina Luna Sr Director, Blue Yonder Digital ExperienceFounding Member | Scholar ✭✭
edited February 2 in Service & Delivery

As a historically on-premise software company that has pivoted to being a SaaS Provider we are reviewing post sale department/team names within our organization. The goal is to ensure we are aligned to current industry standards. Members can you share the names of the following functions within your own organizations?

1) What is the name of the team that implements or deploys your solution (e.g. solution design, configuration, roll-out/go-lives, etc.)?

2) What is the name of the team that responds to customer requests and incidents (e.g. solution validation, business use case support, etc.) ?

Answers

  • LexiProvost
    LexiProvost Member Success Coordinator Moderator | mod

    Hi Christina!

    Thank you for your question. For TSIA, we identify the team that implements or deploys as the Professional Services group and the team that responds to customer requests and incidents as the Customer Success or Customer Support groups.

    @Chris Wright and @Lori Hurley, what do you call these functions within your companies?

  • Josh Garrison
    Josh Garrison Sr. Director Founding Member | Scholar ✭✭

    1) Delivery Enablement

    2) TAC (Technical Assistance Center) on hardware support its our Logistics Support Center

  • Mary Cay Kosten
    Mary Cay Kosten SVP Services Operations Founding Member | Scholar ✭✭

    For Dell

    1) Deployment (might move to Professional Services)

    2)Technical Support (internally sometimes Remote Technical Support)

  • StevenForth
    StevenForth Managing Partner Founding Partner | Expert ✭✭✭

    For Ibbaka, in both cases these are handled by the Customer Success team, sometimes supported by the Professional Service team, both of which report directly and independently to the COO.

  • Christine Sei
    Christine Sei VP Service Strategy Founding Member | Scholar ✭✭

    For Rauland

    1. [Platform Name] Technical/Clinical Design & Implementation
    2. Technical Solutions
  • GavinO'Leary
    GavinO'Leary VP Strategic Growth and Transformation Founding Member | Scholar ✭✭

    Team we have a mix.

    We still maintain our Professional Services Group and our Global Support Team but as we lean heavier into the SaaS world and the mechanisms of Land, Adopt, Expand and Renew we are also leveraging the Customer Success Engineer and Customer Success Manager for our top accounts. These are all under the Customer Success umbrella but dependent on segmentation of the customers.

  • Alex Gershman
    Alex Gershman Director of Strategy, US Services Founding Member | Scholar ✭✭

    For our emerging Digital Services team at Schneider:

    1) Customer Success Managers (though these are far more focused on design/deployment than true 'success')

    2) Customer Service Hub

  • SumitBhat
    SumitBhat Senior Director, Technical Support Founding Member | Scholar ✭✭

    1) Professional services/Consulting

    2) Technical Support

  • StevenForth
    StevenForth Managing Partner Founding Partner | Expert ✭✭✭

    @Alex Gershman What would need to happen to make your customer success managers more accountable for success? Are different skills involved or is it more a question of how they are directed and motivated?

  • Alex Gershman
    Alex Gershman Director of Strategy, US Services Founding Member | Scholar ✭✭

    @Steven Forth - I'd say mostly it's time -- but it'll also be capability... It's a new/evolving role. Historically, our "CSMs" have been focused far more on project execution. It's only recently that we've started to evolve the organization to broaden the scope beyond operations to look far more holistically at the relationship and opportunity for expansion -- which will require less technical/more business-oriented profile

  • PatrickMartin
    PatrickMartin Senior Director, Technical Support Founding Analyst | Scholar ✭✭

    For Coveo,

    1- Professional Services

    2- Technical Support

  • CarlosAlves
    CarlosAlves Sr. Product Manager TSIA Administrator, Moderator, Founding Member | admin
    edited March 16

    1- Professional Services

    2- Optimal (as a branding name), internally it is Services Center.

    1. Consulting Services
    2. Client Success Management