Summary:
1. You purchased Beekeeper either through web checkout or in partnership with an Account Executive
2. Your Account Manager will support you with contract renewal and if you need additional services
3. The Customer Onboarding Team advises you in the implementation phase of Beekeeper
4. The Success Team advises you in the success phase (after the rollout)
5. Our Customer Success Engineering Team comes into play with user synchronizations and integrations etc.
6. An Enterprise Project Manager is used for Enterprise customers
7. Our support team assists with product questions and bugs
8. Ideas, feedback and requests can be recorded in the dashboard under "Provide feedback".
Beekeeper Team
As a customer, you will be supported by several different Beekeeper Teams. This article will introduce you to these different teams and how they can support you.
Account Management
Our account management team is responsible for commercial concerns. Our Account Executives (AE’s) work closely with prospective customers to teach them about Beekeeper and help discover how Beekeeper can be a solution to some of their current challenges. After the contract is signed and the implementation of Beekeeper is started, customers are introduced to our Account Managers (AM’s) who are responsible for your long-term relationship with Beekeeper. They will support if additional services are needed as well as help with contract renewal.
Customer Success
The Beekeeper Customer Success team is here to guide, inspire and challenge our customers to generate value & enable cultural and digital transformation.
Our Customer Onboarding Team guides and consults you from the start of the project until shortly after the rollout. As change- and project management specialists, they provide you with everything you need to successfully implement Beekeeper in your organization.
After the implementation of Beekeeper, you will be supported by our Success Team on a long-term basis. The goal is to establish Beekeeper strategically and to digitize further processes in order to generate more and more value. This should also result in a clear return on investment (ROI).
If you have purchased integrations or want to automate your user management, you may well come into contact with our Customer Success Engineering Team. For projects with our Enterprise customers, an Enterprise Project Manager will be involved.
Here you can find an overview of our services Basic Success, Success Services and Premier Success Services.
Support
In addition to our dedicated Customer Success Managers and Account Managers, we also have a fantastic Support Team. While Customer Success is responsible for your consulting and Account Management for your contract, our Support Team is available to help you with product questions when they arise. Our Support Team directly interfaces with our product team to ensure that your issues are resolved as quickly as possible. You can contact the support team by clicking on the question mark in the lower right corner of the platform.
Here you can find our Standard, Advanced and Premier SLA's, how to report a product bug and more information about our support model.
We welcome and encourage your idea, feedback and requests regarding product development. These are collected by our customers themselves via Dashboard => Provide feedback => + Submit idea. We cannot guarantee that the idea will be implemented, but we promise that it will be read by a product manager and we will continue to develop our product in the interest of our overall customers.
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