Customer Success at BeyondTrust

At BeyondTrust, Customer Success Managers (CSMs) play a vital role as trusted advisors and advocates for our customers. Here’s an overview of what Customer Success means at BeyondTrust:

Role of Customer Success Managers (CSMs)

• Trusted Advisors: CSMs are non-technical resources dedicated to supporting customers in maximizing their BeyondTrust investments. They focus on ensuring success and satisfaction throughout the customer journey.
• Success-Oriented Approach: They provide guidance tailored to the ongoing operation of BeyondTrust solutions, ensuring that customers derive maximum value from their investments.

Responsibilities of the Customer Success Team

• Customer Engagement: CSMs are proactive in being available whenever customers need assistance, helping to address queries and remove roadblocks to success.
• Content Gathering: They collect insights and information for product-specific quarterly newsletters, keeping customers informed about updates and best practices.
• Feedback Follow-Up: CSMs follow up with every survey respondent to ensure that all feedback is accurately captured and addressed, demonstrating our commitment to continuous improvement.

Availability

• On-Demand Support: Customer Success Specialists are readily available to assist with any questions or challenges related to your BeyondTrust investment, ensuring a smooth experience.

Knowledge and Expertise

• Diverse Experience: Our Customer Success Specialists possess a broad range of experiences within BeyondTrust, allowing them to connect customers with the right teams to address specific questions and concerns.

Communication

• Direct Updates: Customers will receive timely information about product updates, events, and key notifications directly from the Customer Success team.
• Prioritized Feedback: Customer feedback is a top priority, and we ensure that it influences our processes and offerings.

By prioritizing these aspects, BeyondTrust is dedicated to creating a customer-centric environment that fosters strong relationships and drives success for our customers.

Customer Success Best Practices

1. Cross-Functional Collaboration:

• • Foster strong communication and collaboration across all teams at BT to create a unified experience for customers. Ensure everyone is aligned on customer goals and objectives.

2. Active Listening:

• • Be a trusted partner by actively listening to customers. Encourage them to share their thoughts, needs, and feedback, ensuring they feel valued and understood.

3. Tailored Solutions:

• • Strive to find both long-term and short-term solutions that meet the unique needs of each customer. This personalized approach helps build lasting relationships.

4. Ongoing Support:

• • Ensure customers know they have continuous support. Regularly check in to see how they’re doing and if they need any assistance or guidance.

5. Feedback Collection:

• • Implement a systematic approach to gather and process customer feedback. Use surveys, interviews, and informal check-ins to understand their experiences and areas for improvement.

6. Regular Touchpoints:

• • Schedule consistent touch base meetings to discuss customer needs, progress, and any potential issues. This proactive engagement helps build trust and rapport.

7. Customer Understanding:

• • Invest time in understanding the customer’s business, industry, and challenges. This deeper insight allows for more effective problem-solving and tailored support.

8. Empowerment and Advocacy:

• • Empower customers to share their feedback and advocate for their needs. Show them that their input is crucial in shaping BT’s offerings and services.

By following these best practices, BT can ensure a customer-centric approach that fosters long-term loyalty and satisfaction.

Have any feedback for us? We would love to hear it! 

Talk Soon, 
Eleni Panagopoulos
Customer Success Manager