General Topics

Abbreviations can save time and space. However, when overused or left unexplained, they can create misunderstandings. To foster a more inclusive and informed environment, it’s important to balance the use of abbreviations with clear explanations when necessary.Here are the standard BeyondTrust product abbreviations, that it may be helpful for you to familiarize yourself with:  Product Abbreviation Endpoint Privilege Management for Windows EPM-W Endpoint Privilege Management for Mac EPM-M Endpoint Privilege Management for Unix and Linux EPM-UL Endpoint Privilege Management Linux (SaaS) EPM-L Password Safe PS Remote Support RS Privileged Remote Access PRA BeyondInsight BI Active Directory Bridge / AD Bridge ADB Identity Security Insights Insights Entitle Entitle

Customer Success at BeyondTrustAt 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 TeamCustomer 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 prac

It is no secret that BeyondTrust loves to send surveys to our customers. In a world where we are often inundated with surveys or asked for feedback by vendors, there is a belief that the survey responses are sent to an abyss and never seen or referenced by a live person. What you may not know is how seriously BeyondTrust takes the surveys we ask of our customers. A great deal of consideration is put into our surveys- the timing, the personal responses by BeyondTrust CSMs, feedback follow up, and the analysis. The survey responses are analyzed by product, department, sentiment, any way you can imagine. The information is then shared throughout BeyondTrust- every department head along with our Executive Leadership Team. Because of this, BeyondTrust would like to share the importance of the most common surveys you may find in your inbox. Customer Satisfaction Survey- These are emailed to our customers each quarter. They take very little time and ask from 1-10 would you recommend BeyondTru

Welcome to the BeeKeepers Community! Here at BeyondTrust, we are committed to empowering you with a variety of tools and resources to help you succeed with our products. Below are some of our commonly used resources and how they can benefit you and your team: Support Guide  Our support guide is an inclusive resource where you can read about our commitment to you, different ways to submit a support case, how-to assign severity levels, and tips on how to escalate if needed. Release Notes To ensure you remain up to date on our new releases, we recommend that you sign up for our Release Notes to receive an email update when new versions are released. You can subscribe to any product you’re interested in. This is a great way to ensure you’re not missing out on any new features! Technical Documentation Our comprehensive technical documentation is designed to empower you and enhance your experience with our products.  You can search for specific topics or explore our user guides and tutori

In an effort to enhance security, while simplifying the user experience, BeyondTrust has now enabled FIDO2 for authentication to https://identity.beyondtrust.com  FIDO2 is an authentication standard that enhances security by allowing users to log in to online services without passwords. It uses cryptographic keys stored on devices like security keys, smartphones, or biometrics, providing strong protection against phishing and other attacks. For more information on how to configure this for your Okta account, please see the following Knowledge Base article within our Customer Portal. Regards, Devin ChurchillVP, Customer Success and Adoption

BeyondTrust Technical Account Managers (TAMs) act as are your go-to single point of contact for all things technical at BeyondTrust. A TAM is an all-around product expert who can help you understand the features and functionality of your product, while also providing escalation assistance for any Support related requests you may have.  Some of the benefits of having a BeyondTrust TAM: Expertise & Guidance: TAMs offer specialized knowledge about BeyondTrust’s products and services, helping clients optimize their use and solve technical issues.  Incident Reviews: TAMs provide regular ticket reviews with latest updates and next steps by working with support to ensure appropriate visibility and prioritization is on critical customer issues. Additionally, TAMs anticipate potential problems and address them before they escalate, reducing downtime and disruptions.  Enhanced Communication: Through regularly scheduled touchpoints, they act as a bridge between the client and BeyondTrust, fac

The 2024 Gartner® Magic Quadrant™ for Privileged Access Management (PAM) has identified BeyondTrust as a Leader.Gartner® has once again named BeyondTrust a PAM Leader. As illustrated in their latest Magic Quadrant™ for Privileged Access Management report, our vision and execution helped us in our recognition.This year’s report marks BeyondTrust’s 6th year running of being named a PAM Leader. Read the full report to learn:Why Gartner® named BeyondTrust a Leader in the 2024 Magic Quadrant™ How 9 PAM vendors were evaluated on Completeness of Vision and Ability to Execute Key privileged access management capabilities of BeyondTrustRead your copy of the 2024 Gartner® Magic Quadrant™ for Privileged Access Management report to learn how Gartner® analysts interpret the privileged access threat landscape, measure key PAM capabilities, and evaluate PAM vendors. Regards, Brett TheissChief Marketing Officer

BeyondTrust is committed to protecting our customers and their data in the following ways. Please visit the following page for additional information. Corporate Security OverviewBeyondTrust has implemented and continuously maintains a robust security program and Information Security Management System (ISMS), containing appropriate security policies, practices, and procedures to protect our corporate and cloud environments and to mitigate any unauthorized access, destruction, use, modification, or disclosure of our organization’s data and more importantly, our customer’s data.BeyondTrust’s ISMS consists of 26 policies and standards that reflect the organization’s security posture and compliance with industry standards. Cloud SecurityThe cloud-hosted products offered by BeyondTrust are hosted in a third-party data center, specifically Microsoft Azure and Amazon Web Services (AWS), to host customer instances.These providers and their respective regions are configured to provide our custom

At BeyondTrust, we focus on long-term success. Customer Success Management is a proactive non-technical approach that helps our customers to achieve their desired outcomes with our products and services. Customer Success Managers (CSMs) play a pivotal role in this process by fostering strong relationships, providing ongoing support, and driving meaningful results for customers. How CSM Engagement Works?CSM engagement follows a structured process that aligns with the customer’s journey. Here’s a breakdown of how it typically unfolds:Onboarding: CSMs guide customers through the onboarding process, ensuring a smooth transition and that they understand how to use the product effectively. Regular Check-ins: Scheduled touchpoints allow the CSM evaluate the progress of customer objectives, address any concerns, and provide guidance on optimizing their use of the product. Quarterly Business/Success Reviews (QBRs/ QSRs): These reviews offer a formal opportunity to evaluate customer performance,

We offer a variety of services at BeyondTrust to help customers get the most value from their investment. Two of those services include Technical Account Managers (TAMs) and Customer Success Managers (CSMs). To understand more about the differences in their roles, let’s first take a closer look at each.Technical Account ManagersBeyondTrust TAMs are technical resources who will partner with you to gain an in-depth knowledge of your BeyondTrust environment, technical accounts, and overall business operations. TAMs are a paid service and offered under three different tiers of support. You can learn more from the TAM Tier Comparison Chart on our website.Customer Success ManagersBeyondTrust CSMs help navigate the Success Journey of your BeyondTrust investment on a day-to-day basis. By learning about your company, your current plans, and long-term goals, CSMs help you realize the most value from your BeyondTrust purchase and track that success. What is the Difference between TAMs and CSMs?Bo

Here at BeyondTrust we’re focused on helping customers realize the maximum value of your investment.   We’ve invested in both Customer Success Specialists (CSS) and Customer Success Managers (CSM) to help you achieve your goals. But what’s the difference? Before we get into that, let’s look at what each of them do. CSS: Our Customer Success Specialists are non-technical resources who are trusted advisors and advocates within BeyondTrust. They are positioned to provide a success-oriented approach to the ongoing operation of your BeyondTrust investment when you need it.  This team is focused on answering any questions coming into our Customer Success mailbox (customer.success@beyondtrust.com).  If they are unable to answer the question, they will find the correct resource who can. CSM: Our Customer Success Managers will help navigate the Success Journey of your BeyondTrust investment on a day-to-day basis. By learning about your company, your current plans, and long-term goals, the CSM w

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