Applies To:
Pinnacle Series users with elevated administrative permissions.
Common Causes/Issues:
- Your organization would like to understand what the difference is between Technical Support and Customer Success at Eagle Point software.
- You would like to understand more about the different Customer Success roles you might be engaging with.
Solution Overview:
Let's take a look at the different team members you might be working with.
| Customer Success Technical Specialist (CSTS) (Customer Support Team) | Technical Support functions are focused on issue resolution and answering "how-to" questions, primarily in response to customer questions. The CSTS will become engaged with your team any time a technical need arises. Clients typically engage with a CSTS during implementation, any significant changes they wish to make to the platform, any major changes to managing users, training new team members, and troubleshooting any issues that may arise. |
| Customer Success Specialist (CSS) | The CSS is a supporting resource for our largest and most strategic clients. They assist with things like documentation, follow-ups, scheduling, and resource coordination. In addition, they support both the Customer Success Manager and the client in being successful through their attention to detail & highly organized documentation. |
| Customer Success Manager (CSM) |
CSM's partner with our clients throughout the lifespan of their subscription to drive value and success by ensuring alignment between their goals and the Pinnacle Series platform. They are the main point of contact for our clients and assist with things like goalsetting and the platform's rollout. |
| Project Manager (PM) |
This role engages with our largest and most strategic clients to support the execution of projects. They ensure project plans stay on schedule, resources are engaged at the right moments, and our clients achieve their goals. |
Technical Support vs Customer Success: Key differences
The below table highlights some of the key distinctions between Technical Support, Customer Support Specialist, and Customer Success.
Technical Support |
Customer Support Specialist
|
Customer Success |
|
| Primary Objective |
Resolve product-related issues, and answer “how-to” questions. |
Help customers adopt and succeed with products. |
Cross-functional approach to engaging, retaining, and expanding customer relationship value by helping customers to use and succeed with products. |
| Target Audience |
Customers that are entitled to and request support. |
Targeted segments of the customer base (e.g. top tier accounts or based on the monthly recurring revenue of the subscription plan). |
Targeted segments of the customer base (based on the monthly recurring revenue of the subscription plan) |
| Entitlement Program |
Support Help Desk |
Success plan |
Success plan |
| Primary Functions |
Cases resolution. |
Onboarding, drive adoption, success planning, customer health monitoring, retention. |
Onboarding, drive adoption, success planning, customer health monitoring, retention, revenue expansion. |
| How we measure success |
Time to Resolve (TTR), First Contact Resolution (FCR), Cost per case, Net Promoter Score (NPS), Customer satisfaction. |
Process execution: Rate of adoption, success plan execution, retention, renewal rates. |
Customer retention, revenue growth rate (Annual Recurring Revenue (ARR) / Monthly Recurring Revenue (MRR), renewal, growth) |
| Service Levels |
Service levels and terms defined by support helpdesk. |
Defined by success plan terms or triggering events (e.g. health scores). |
Ongoing touchpoints throughout the relationship or triggering events (e.g. health scores). |
| Service Delivery |
Reactive, customer-initiated. |
Proactive, often triggered by customer milestones or events. |
Proactive, often triggered by customer milestones or events. |
Related Article(s):
Customer Success Roles: Explained
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