Services Nomenclature - 20 Second Member Poll

Christina Luna

As a historically on-premise software company that has pivoted to being a SaaS Provider we are reviewing post sale department/team names within our organization. The goal is to ensure we are aligned to current industry standards. Members can you share the names of the following functions within your own organizations?

1) What is the name of the team that implements or deploys your solution (e.g. solution design, configuration, roll-out/go-lives, etc.)?

2) What is the name of the team that responds to customer requests and incidents (e.g. solution validation, business use case support, etc.) ?

Lexi Provost

Hi Christina!

Thank you for your question. For TSIA, we identify the team that implements or deploys as the Professional Services group and the team that responds to customer requests and incidents as the Customer Success or Customer Support groups.

@Chris Wright and @Lori Hurley, what do you call these functions within your companies?

Jerome Peck

Hey Christina—let's see if we can get some participation here. @Alex Gershman @Alyssa Ortiz @Carlos Alves @Chris Wright @Christine Sei @Daniel Coullet @Elisabetta Rossi @Gavin O'Leary @Jim Bignell @Joseph Reifel @Kelsey Hunsinger @Melanie Carlson @Christy Vega @Darryl Benjamin @Josh Garrison @Kirill Markelov @Lynn Fraser @Mary Cay Kosten @Sumit Bhat

We'd love to hear all your takes on @Christina Luna's poll :)

Josh Garrison

1) Delivery Enablement

2) TAC (Technical Assistance Center) on hardware support its our Logistics Support Center

Mary Cay Kosten

For Dell

1) Deployment (might move to Professional Services)

2)Technical Support (internally sometimes Remote Technical Support)

StevenForth

For Ibbaka, in both cases these are handled by the Customer Success team, sometimes supported by the Professional Service team, both of which report directly and independently to the COO.

Christine Sei

For Rauland

1. [Platform Name] Technical/Clinical Design & Implementation
2. Technical Solutions

Gavin O'Leary

Team we have a mix.

We still maintain our Professional Services Group and our Global Support Team but as we lean heavier into the SaaS world and the mechanisms of Land, Adopt, Expand and Renew we are also leveraging the Customer Success Engineer and Customer Success Manager for our top accounts. These are all under the Customer Success umbrella but dependent on segmentation of the customers.

Alex Gershman

For our emerging Digital Services team at Schneider:

1) Customer Success Managers (though these are far more focused on design/deployment than true 'success')

2) Customer Service Hub

SumitBhat

1) Professional services/Consulting

2) Technical Support

StevenForth

@Alex Gershman What would need to happen to make your customer success managers more accountable for success? Are different skills involved or is it more a question of how they are directed and motivated?

Alex Gershman

@Steven Forth - I'd say mostly it's time -- but it'll also be capability... It's a new/evolving role. Historically, our "CSMs" have been focused far more on project execution. It's only recently that we've started to evolve the organization to broaden the scope beyond operations to look far more holistically at the relationship and opportunity for expansion -- which will require less technical/more business-oriented profile

PatrickMartin

For Coveo,

1- Professional Services

2- Technical Support

Carlos Alves

1- Professional Services

2- Optimal (as a branding name), internally it is Services Center.

Jessie Adamczyk

1. Consulting Services
2. Client Success Management