Client Success Team of the Year

Recognizes the client success team that has significantly contributed to the success of their organization through innovation, creating a customer-centric culture, and going above and beyond to directly impact the success of their customers.

Acumatica Client Success Team - Acumatica

Acumatica puts customers first in every aspect of its business, including partnerships, product development, and its broader community. This unwavering commitment and diligence to customer service can be seen in the work of Acumatica’s Client Success Team. Acumatica’s Client Success Team goes above and beyond to make sure its technology helps customers have a successful business. This is reflected in its established Customer Bill of Rights, which ensure customers receive an easy-to-understand SaaS end-user license agreement; licensing that doesn’t inhibit growth; ERP implementations without hidden fees; deployment flexibility; and access to data, anytime. In addition, the client success team has helped define Acumatica’s support policy, keeping customers at the center of every product innovation and company update. The team ensures there are several channels that customers can use to contact support, including accessible educational resources through Acumatica Open University (a free internet portal), a direct support email, and a support case form. In addition, customers can access self-help services through the Acumatica Customer Portal, which provides product downloads, a searchable knowledgebase, product suggestion submissions and voting, and the latest product documentation. Acumatica proudly touts a high customer retention rate of 97%. Acumatica also has an industry-leading Net Promoter Score (NPS) of +32. Further, Acumatica users regularly indicate their satisfaction with the platform and the company has a high level of support level agreements (SLAs), which means its client success team resolves customer issues and concerns in a timely manner.

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  • ChurnZero - ChurnZero

    ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. Its software solutions allow businesses to understand how their customers use their product, assess their health, and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints. ChurnZero is headquartered in Washington, DC and is backed by leading investment firms such as JMI Equity, Baird Capital, Grotech Ventures and Middleland Capital. For more information visit www.churnzero.net.

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    FloQast - FloQast

    FloQast makes software that organizes, accelerates, and automates accounting processes. Here are some of the benefits that a FloQast client realizes: Streamline the month-end close by securely connecting procedures, documents, and reconciliations in one place. Work as a single, unified virtual team across offices and geographies or even from the local coffee shop. Prepare for smoother and shorter audits by organizing documentation, evidence of review, and time-stamped sign-offs. Automatically reconcile accounts with AI-powered automation to save precious time. Enable flux analysis to seamlessly explain material variances and efficiently produce financial reports.

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    MobyMax - Client Success Team of the Year - MobyMax

    MobyMax is America�s most highly-acclaimed edtech company for two reasons. First, it offers the only complete K-8 curriculum for 27 subjects via integrated, automated classroom tools that save teachers precious hours with comprehensive assessments, grading and markup systems, accurate diagnostics, IEP reporting, and real-time progress monitoring. Second, Moby�s customer support system is unparalleled for the quality, responsiveness, and help it provides. Moby�s U.S.-based support team includes both tech experts and former educators who inherently understand customers� needs. Live phone and chat support are available between 7:00 am and 6:00 pm EST Monday-Friday. Teachers can also email support@mobymax.com 24/7 and get a speedy reply. Critically, the answers teachers receive are completely personalized and well-informed. Each support team member receives 240 hours of professional training in all aspects of the Moby universe. In respond to the pandemic, Moby increased their free live training options�a hallmark of the Moby support system�as soon as the 2020 lockdown occurred, offering daily webinars so every teacher using Moby could succeed as well online as in the classroom. �I cannot imagine a more helpful support system/staff,� reports one teacher �My questions are always answered so quickly--today in less than 10 minutes! The advice always works and is easy to follow.� "I have several things I love about MobyMax,� noted another, �Here�s my favorite: Customer service and response time are exceptional. I emailed my concern/issue today at 9:02 am and the problem was resolved by 9:15 am the same day! How awesome is that!" Moby prides itself on superior customer support with lightning speed response that delights and surprises educators. The stats speak for themselves: -Average call wait time: 29 seconds -Average ticket response time: 2 hours and 22 min -Average live chat response time: 37 seconds It�s little wonder we have received thousands of Rave Reviews (https://www.mobymax.com/rave-reviews). MobyMax earned the 2021 SIIA CODiE Award for Best Customer Experience in Business Tech. https://press.mobymax.com/mobymax-wins-four-2021-siia-education-and-business-technology-codie-awards

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    TechTarget Customer Success - TechTarget, Inc.

    TechTarget has an incredibly strong Client Success Team and offering. The team includes 110 Customer Success professionals that operate on 4 continents, with staff in US, UK, France, Germany, Singapore, and Australia, working in English, French and German languages. Working with the majority of our 2,000+ customers, our team's efforts are the lifeblood of TechTarget. Nearly 85% of the company revenue is from retained customers, a testament to strength of the Customer Success organization. 6% of the company's $260M+ revenue is devoted to Customer Success.

    These numbers are certainly impressive, but they don't alone showcase just how successful our team is, nor does it illustrate how they define success themselves. The mantra that the team lives by is: "You can’t achieve 'Success' if you don’t know what 'Success' means to the Customer". Our team goes deep to learn exactly what our clients (slaes and marketing pros at enterprise technology companies) are trying to accomplish and they set out to help them achieve their goals relative to the goods and services that TechTarget is providing.

    TechTarget's culture is uniquely customer-centric. We do not sell hard goods, but sell data, media products and services, which are by nature reliant on the way that customers leverage them for success. For example, when it comes to data, TechTarget provides some of the most accurate, highly targeted data derived from high-quality, opt-in audiences. However, it is only as valuable as it is actionable for our clients. Our team is there to make sure customers are set up to maximize results and yield from our offerings in the way that they define. This includes end-to-end support from pre-sale, to post-sale, to implementation, to assessment.

    Each Customer Success professional acts as an extension of our clients' marketing and sales teams. They are equal parts program manager, advisor and trainer. Our teams go above and beyond for clients in all areas of the programs they run with us. A prime example of this is through the management of our subscription purchase intent data platform Priority Engine. Our team will not only train them on how to use the platform, but they will actually go into the platform and build custom lists and segmentation for them so that they can get the most out of the tool. Furthermore, they will help them interpret data and results and provide advice on how to leverage insights to create and optimize content, guide sales conversations, build nurture streams, etc. 

    Open communication is the key to maintaining a productive and successful relationship with clients that helps our team build trust, drive stronger results and ultimately renew, retain and grow the business. The team maintains a regular cadence of calls, messages and meetings with the client where they listen far more than they talk. Good listenig is critically important to assessing the effectiveness of the program in the client's eyes. This will help ou team make the right adjustments and adaptations to maintain success by the client's standards.

    In order to illustrate the ways in which our team services clients of all sizes, following is our CS org's process and 5 keys tosuccess:

    -KPIs defined

    -Systems Integrated

    -Environment finalized

    -Enablement

    -Optimization

    And how does this come to life?

    Check-in calls - Review client reporting, Performance Metrics and KPI tracking, Account Status and Action Items, Pipeline Matching, Product Usage Reporting, Account List Activity)

    Business/Partnership overviews (QBRs) - Review client reporting, Content Analysis, Nurture Analysis, Share of Voice/ Competitive Update, Market Discussions with TechTarget Publishers/Market Development Experts

    Reporting & Opportunity Analysis - List performance yield, Influence pre/post opportunity creation, Buying team engagement

    Optimized Views & Segmentation - List prioritization based on opportunity analysis, New product release, Set-up additional segments, Fuel diversified nurture streams, Identify and monitor Competitive or Partner Install

     

    Our team is one of the best teams in the industry and is an essential part of TechTarget's meteoric growth over the last 5 years, including an incredible 78% YoY in 2021.

    Our customers have gone on record to say how great they think our team is. Below are a few quotes of many for review:

    “I love TechTarget’s customer success team. They are amazing to work with and understand our goals. They just get it!” - Austin Martin, ABM Program Manager, Zoom

    "The TechTarget team is incredibly helpful and provides us with good advice on how to be the most successful with our campaigns. They understand our business and our goals, so they know how to approach each campaign and can recommend which assets to use." - Isabel Morcillo, EMEA Senior Program Marketing Manager at Red Hat

    "I work with a lot of vendors and have Customer Success Managers who are assigned to DataStax and oftentimes we don’t hear from them until there’s a renewal. The TechTarget Customer Success team has done a wonderful job of supporting DataStax – from the onboarding of the platform to the sales rep trainings. They even did a Priority Engine training for a couple hundred sales reps at our Sales Kickoff this year. The TechTarget team is just great." - Grant Swanson, Sr. Director of Demand Generation at DataStax


     

     

     

     

     

     

     

    You can’t achieve “Success” if you don’t know what “Success” means to the Customer
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