A customer success manager explains why onboarding matters: assign a dedicated owner to each account, have them stay for the full contract, and monitor live calls with AI and humans to track success rate and booking rate.
I love the idea of the technology, but now it's going to be weeks and weeks and weeks of onboarding. So can you talk about your onboarding process? Is it easier than it normally would be with other software?
We intentionally have worked really hard on onboarding. We understand that getting this right, right out of the gate is extremely important. We do tell customers, hey, for onboarding, we would like the attention of, you know, folks that are going to own this within your organization, right? Be it an owner, a manager, whoever that might be, we actually assign them a customer success onboarding manager and they're with them throughout the lifetime of the contract. They have someone that's assigned to their account. That person is, is there to help set everything up, help test, roll it over to the customer to have them test. We're looking at all the test calls and then as things progress and they go live, we're looking at their calls that are coming in. You know, we're doing it with AI, but we're also doing it with humans, making sure that, hey, you know, what's your success rate, what is your booking rate, you know, completed calls, everything along those lines.
