Just as we have built people-centered products, we have built a business centered around you. Because our success is dependent on yours, we have designed a holistic model to create sustainable value for our customers over the long haul that integrates account management, consulting services and customer support.
Each account has a Customer Success Manager assigned to them. Their job is to own the customer experience end-to-end, be the front line for communication and problem-resolution and ensure long-term customer value is being delivered. They will work directly with Customer Services and Support to ensure overall customer goals are being achieved day to day.
Each account has a Customer Support Manager assigned to them. Their job is to ensure that any customer issues are being addressed or escalated to speed time to resolution on all post-implementation issues. We offer 24x7 telephone support and an eServices Incident support portal.
Each account has a Customer Services Manager assigned to them to lead the implementation or go-live services up front. Their job is to ensure that the initial deployment of the solution is successful and that goals for go-live are achieved. Unlike other HR software vendors, SumTotal implements all of its own solutions and conducts all of its own consulting and training.
Our customer success team is focused on complete resolution of our customers’ needs beyond just solving the immediate issues. For us, it’s about a cross-functional understanding of the challenges our customers are encountering and how we, as an organization, solve that need whether that solution lies in customer support, product, sales, professional services, or some combination of areas of expertise.
Maulik Datanwala
Global Head, Customer Support Operations
We believe in building partnerships with our customers to create great places to work. We strive to understand your business, its goals, and how you define success. It’s not so much about the features and functionality of our software, but rather how our customers leverage technology to achieve their business needs today and into the future. Our company is built to create sustainable value for our customers over the long haul because we like long-term relationships.