Jaime Farinos · Head of Services and Support - Chronicle · | Scholar ✭✭
About
- Username
- Jaime Farinos
- Joined
- Visits
- 44
- Last Active
- Roles
- Founding Member
- Points
- 65
- Badges
- 9
- Company
- Bio
- Jaime is a Support and Services executive with over 15 years of experience in various leadership positions in both the large enterprise sector as well as in the startup ecosystem. Broad experience in driving end to end customer success initiatives for SaaS and On Premise customers, executive communications, launching new support organizations and integrating services and support processes of acquired companies while managing organizational change. Throughout his international career Jaime has driven large cross cultural teams to execute on digital services transformation projects impacting thousands of stakeholders and has learned from the idiosyncrasies of that journey in order to continuously delight customers. He has a passion for coaching and leading teams to achieve great results. In his free time he enjoys learning languages.
Reactions
-
Re: Introducing Self-Service
Hi Fritz, I would highly recommend to look into the Consortium for Service innovation and their KCS methodology: https://www.serviceinnovation.org/kcs/ i hope this helps. Jaime (View Post)1 -
Re: Support Resolution Time Calculation
I've tracked resolution times: overall / solved only by Support / solved with the help of Engineering. I would check both the time spent on the customer side as well as the time spent on Support/Engi… (View Post)2 -
Re: How are you measuring Case Deflection?
In addition to the ones mentioned, it is also worth noting, the simple tracking of how cases evolve over time (increase or decrease) compared to the increase in the number of customers. Having enough… (View Post)1 -
Re: Role for PS Revenue
An PS Engagement Manager will typically work with Sales/Presales and PSO to position the right services according to the requirements of the customer and be a key point of contact to make the transit… (View Post)2 -
Re: What metrics (e.g. KPIs) does your customer success team get measured on?
There are a few KPIs tracked at a team level and some at an individual level. At an individual level I'm not fond of KPIs because they can easily drive bad behavior. It's better to focus rather on dr… (View Post)4
