What is Customer Success?

The Customer Success (CS) team supports customers from onboarding through to deployment, launch, and beyond. Acting as a knowledgeable extension to the customer’s organization, the team helps customers to fulfill and exceed their own business goals around credentialing. Whether the organization needs guidance for implementing a new credentialing program, the best practices for credentialing, or how to take their credentialing further - the CS team is there to help. 

Who is the Customer Success team?

Jennifer Baca

VP Customer Success
Jenn heads the Customer Success Team and serves as a strategic, trusted advisor to the team and customers by providing enablement, recommendations, and best practices on how digital credentials can address customer business goals, needs, and pain points.
“We are here to help you be successful in the digital credentialing space and help you exceed your business goals.”

Alex Hale-Jones

Customer Success Manager
Alex spearheads the onboarding and implementation of digital credential plans with customers. He also handles the day to day tasks for customer success and takes great pride in helping customers establish how credentialing will help them, their customers, and their target audience.
“I’m driven by the validation of doing a great job with and for our clients.”

Maise Hunns

Account Manager
Maise takes care of post-launch, renewals and strategies, and integrates fully with her clients, becoming an extension of their own teams. She helps to identify customer needs including strategies for achieving business objectives and communicating progress through visual reports.
“It’s a very gratifying feeling to be a part of helping our customers achieve their objectives”

Celia Darling

Account Manager
Celia manages the relationship with her customers and Accredible, serving as a dedicated point of contact for questions, strategy planning, and support. She builds deep relationships with customers so that they can achieve high impact business outcomes through use and adoption of our technology.
“It’s great to have these relationships and work with customers to exceed their goals.”

Jaanki Vaghela

Customer Success Manager
Jaanki is responsible for supporting customers through the onboarding and implementation of their digital credentials. She works with customers to help optimize their use of the product and ensure they exceed their targets and achieve success.

Meet the Accredible Customer Success team! These lovely individuals serve as the organization’s dedicated point of contact for everything from ‘how do we launch’ to ‘how do we meet our credentialing business goals’. They are committed to not only helping customers achieve success but to exceed their expectations of support and regularly go above and beyond in their assistance. 

What does Customer Success do?

Pre-Launch

After handing over from the sales team, the CS team will lead the onboarding process, helping customers ready themselves for implementation and launch of their credentialing program. The CS team will work closely with the organization to understand their business goals and plan strategies accordingly to achieve these goals. Consider the account manager as an extension of internal teams, with the knowledge and experience to ensure the credentialing program exceeds expectations through launch and beyond. 

Post-Launch

The CS team delivers quarterly reports that identify how credentials are performing and where improvements can be made. Reports provide an overview of measurable metrics important to the organization such as open rates, engagement, learner flow, and course growth. Depending on the outcome and customer goals, account managers can arrange access to:

  • Additional training and workshops (plan dependent)
  • Guides and suggestions for adapting the strategy

Or arrange for a longer discussion on how organizations can get the full value of the credentialing program based on the company objectives. The team will also check in regularly to ensure everyone involved in the credentialing process, from stakeholders to recipients, are satisfied with their digital credentials. 

Ongoing

The CS team works closely with all departments of Accredible to ensure they have the greatest product knowledge, including the latest features and quality of life improvements. Should an organization need a certain feature or integration, they will work with the development team to ensure it is possible and get it roadmapped for a future update. Regular discussions with Sales also helps the CS team identify frequent questions or queries that are best served with longform guides, visual instructions, or video walkthroughs. They then work with the Sales & Marketing teams to produce and distribute these to the customers that will benefit the most. 

The future of Customer Success

As just one of Accredible’s rapidly growing departments, the future of Customer Success is exciting and full of potential. As the department develops, the team will continue to ensure customer goals are not just met but exceeded, and provide the best guidance both on and off the web as part of their aim to deliver world-class customer service. 

In Summary

The Customer Success team has the knowledge and intuition to understand what works well in the credentialing space and endeavours to help customers get the most value out of their credentials. As a team working closely to the space and their customers, they understand what is needed to make success happen and have the experience to help organizations achieve their goals. 

The digital credentialing industry is still new and developing, but our position and insight enables us to see the customers getting the best results - the ones working directly with the CS team. The team’s knowledge into digital credentialing best practices is not only unique but versatile, capable of guiding organizations of all sizes from associations and training providers, to high-stakes education. 

Get started with digital credentials and book a demo with Accredible today.

Further Reading

The Digital Credentials Internal Sign Off and Planning Guide helps organizations understand how to streamline the procurement process and plan an efficient sign off. In this guide, learn how to:

  • Build and use ROI models
  • Create tailored checklists for tracking sign off
  • Prepare the resources needed for a great launch

Print-friendly tables and checklists are included in the guide to help organizations get started. 

Get the Guide