{"id":19341,"date":"2021-06-28T18:00:48","date_gmt":"2021-06-28T17:00:48","guid":{"rendered":"\/gb\/en\/blog\/?p=19341"},"modified":"2021-06-29T06:55:07","modified_gmt":"2021-06-29T05:55:07","slug":"how-our-customer-success-team-drives-growth-and-prioritises-wellbeing","status":"publish","type":"post","link":"\/gb\/en\/blog\/how-our-customer-success-team-drives-growth-and-prioritises-wellbeing\/","title":{"rendered":"How Our Customer Success Team Drives Growth and Prioritises Wellbeing"},"content":{"rendered":"

For the Ringmasters series, we look behind the curtain at how our teams internationally actually use RingCentral day-to-day. They offer advice on getting the most out of the platform and share their opinion on the features they would like to see next. The second episode taps into our customer success team.\u00a0<\/span><\/em><\/p>\n

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Throughout the pandemic, software-as-a-service (SaaS<\/a>) companies saw huge spikes in adoption as the world pivoted from physical to virtual. Firms are adapting to this growth and will need to continue on this path to meet future demand. However, doing this will mean change. One of the most interesting ways businesses will achieve this is through their approach to customer success.<\/span><\/p>\n

The role of the customer success team is more crucial than ever. It\u2019s all about investing time, continuing to check in and helping customers deliver on their business goals. It\u2019s a feedback loop that primarily focuses on support, improvement, success, execution and surpassing expectations. Customer success managers (CSMs) are in touch with customers and their own teams constantly.<\/p>\n

Jason Zammit, director of customer success across EMEA, describes what remote working<\/a> has been like for him and his team and tips to keep connected.\u00a0<\/span><\/p>\n

Can you tell us a bit about customer success at RingCentral?<\/strong><\/h2>\n

“Our CSMs are the primary custodian of a client relationship and an assigned service to certain customers. Globally, we’re about 60 strong, including support roles out in the US. We’re a team of 10 in EMEA, with one vacancy and three members of that team located out in France. <\/span>We task our managers with really driving the experience. We measure customer satisfaction (CSAT) and help customers get the most value out of the solution to make sure that it delivers on their anticipated business outcomes.\u00a0<\/span><\/p>\n

At the end of the day, customers are like us. If we look down our credit card statement and go, “what’s that? I don’t recognise it.” You go away and do some research and decide if you need that service or product anymore. It’s the same for customers. If they’re buying a solution, paying for it and not using it, at some point, they’ll stop it or, at the end of their contract term, they won\u2019t renew. We’re here to make sure that they continue to get value from the investment they’ve made with us.”<\/span><\/p>\n

Video helps us keep things human\u00a0<\/strong><\/h2>\n

“So the working landscape\u2019s changed massively over last 18 months. The majority of the team is local, so I would have typically sat with most of them in the same office around three times a week, but because everyone is remote now we live in RingCentral Video<\/a>. Furthermore, as a manager with ten direct reports, three of whom are now overseas (all but three of my team joined during the pandemic!) Video has been essential for me to maintain that human proximity, albeit at the end of a screen. <\/span>Especially with our CSM team out in France. This will continue beyond the pandemic and RingCentral Video will continue to be an essential tool that will allow me to effectively stay in touch with my CSMs that are based overseas.”<\/p>\n\r\n\t\t

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