I'm the only Customer Success guy at the company. Currently onboarding ~15 customers. I come from a more technical background and not the domain of my customers.
How would you augment them to keep the high touch experience you've had?
If I had a wishlist, it would be another hire, and they would complement me by providing more domain knowledge than I do. Sometimes, Im anxious that I'm not "asking the right questions" during onboarding.
Do you need to keep that high touch experience?
Our sales team really leans into our high touch experience, because that where our competitors fall short. Recognizing that "white glove support" is a real advantage, I'm trying to figure out if I can keep that. What I guarantee is that no customers would be live without my support (not trying to sound important- it's just that we seriously have no self-service abilities). Since our customers are so nontechnical (think floor operators in healthcare), the product team furloughed self-service in exchange for my white glove services.
Have you had an engineer roll with them through onboarding to see where technical efficiency gains through software and automation could be found?
We have not done that! Our tech team is very flooded with tickets on future product creations, that it's been tough to capture their time.
