Client Success Teams Put Clients First

Client Success Teams Put Clients First

Having provided reservation and park management solutions for a wide variety of organizations for a considerable amount of time, we have found the end goal of our customers are often very similar. Clients have a list of desired outcomes and trust them to be filled by the solution provider. Meeting and exceeding these requirements often determine the success of a contract. Like most of our clients, they are not alone and nearly every organization out there wants the same thing; confidence and trust that we are doing our best to meet their goals.

To best support these goals, Camis adopted a Client Success framework. This model of customer care is a relationship-focused approach which aligns Camis and Client goals. It is about gaining customer loyalty through ensuring the best talent is advising each client and a strong relationship paves the way to meeting customer goals.

Who is Part of The Client Success Team?

The first thing to establish is that no two teams are identical; teams are customized to the clients needs and will expand and contract as needs change. No matter who is on your team, you can be sure that individual is part of a team of “doers” and subject matter experts working together to move the customer goals from plan to execution; all the while proactively addressing challenges along the way.

A Client Success Team is made up of as many as 12-members. There are some key character traits you will find in these individuals. These high-level contributors are risk adverse, proactive problem solvers. They are subject matter experts and are committed to putting customer needs first. Some of these members play an advisor role. Some are hands on, some lead the hands-on team; most will never meet our client directly but will work with and through the appointed Client Account Manager to be well informed about the clients needs and support the processes of fulfillment. The below infographic further illustrates the unique team and relationship adopted within this model.

Roles of The Client Success Team

Client Account Manager - Is your primary contact for day-to-day communications and service. They are the glue which holds Camis and the Client together and are key to great two-way communications.

Configuration – This team member may be brought in short or long term and ensures your existing technology, and your Camis solution are flawlessly configurated and communicate to one another effectively.

QA - Release Management – This role ensures that the definition of quality is well understood and thoroughly tests each release plan to prove out the new addition to your system. This person will also regularly test your system and updates it to ensure peak performance and security.

Product Management – Your product manager maps out your needs with the product release plan. The product manager works with a team to develop new features and provides you with a detailed product road map. This is a big part of our promise of transparency and accountability!

Training – Your product specialist is an expert who will conduct regular training sessions, provide training resources and new feature demos for your team. The role they play in the adoption of new features is important to fully gain the benefit from the front and back-end functionality.

Help Desk – Our clients all appreciate our Help Desk team who are available for questions and troubleshooting. The Help Desk Manager sits on your Client Success Team and is the subject expert for the client and transfers knowledge back to the helpdesk team to ensure ongoing improvement and responsiveness, keeping your team running.

Field Ops – If you use onsite hardware and networking support, you have likely met some of the Field Ops team already. The Field Ops manager sits on your Client Success Team and is the expert voice for information technology.

Call Center – If you use the Camis Call Center, the Call Center manager will be appointed to your Client Success Team. This ensures your needs and concerns are rapidly addressed to support on going performance and performance improvements.

Recon – A reconciliation specialist will be hands on with your data and responsible for day-to-day transaction and data reconciliations. This adds another layer of security and consistency.

Development – Your software development team member is an expert on the software features and function of your system and prioritizes new feature development per your contract, needs and requests.

DevOps – This team member ensures the online environment is scaled appropriately, and data management and security is prioritized, so your system operates efficiently and securely, and data storage and retrieval is never a concern.

Feedback and Communications Is Key

Having a great team in place which is dedicated to your needs is only part of our Client Success Model.  Effective two-way communications are an ongoing component which we feel is the best way to understand client expectations now and when they change. Day to day this will occur through your client account manager. But twice a year Camis sends out a Net Promotor Score Survey to our customers to complete. This is an opportunity to provide feedback on your Client Success Team and the model we implement and helps us to understand areas needed for improvement. The feedback steers improvements in nearly every aspect of our organizations to ensure we are responding to what our clients need – we’re committed for the long term!