We’ve made our customer success program a formal initative at Qumu this year and I’d like to introduce our new Director of Customer Success, Scott Gilbert. What exactly is his role? Here’s what Scott has to say after his first few months on the job here at Qumu:
I recently visited customers who had flown to our offices for a product roadmap discussion. When I introduced myself as the newly-minted Director of Customer Success here at Qumu, I was greeted by a number of quizzical looks, uncomfortable pauses, and a sarcastic comment along the lines of, “Director of Customer Success, huh…sounds kind of broad…and vague.”
To be fair, my title is not a common one in the corporate world, but it is gaining in popularity. What does it mean? Let me explain what I do, and how I help ensure the success of our customers:
1. I am an escalation point for our customers when they experience P1 (production down) technical issues. When P1’s strike, I work hand-in-hand with our customers, Customer Support, Professional Support, Engineering, and Product Management teams to resolve the issue.
2. In conjunction with our Marketing team, I conduct customer surveys and help plan customer symposiums. These two things help Qumu gather customer satisfaction data from time-to-time and to keep customers informed about our latest products and product roadmap.
3. I participate or lead key meetings that affect our customers. As a customer representative, I attend the company’s Product Review Meeting (PRM) where important information about Qumu’s Engineering and Product Management efforts is shared. I also recently initiated a meeting that brings together our Professional Services (PS) and Customer Support (CS) teams to share customer status updates, learnings, and to coordinate activity on collaborative customer projects.
4. Finally, while working with customers, I occasionally help them identify additional Qumu products or services they need to be successful. Once a need is identified, I work with our Sales and Sales Engineering teams to ensure the customer needs are communicated and met.
Think of me as a doctor for our customers, providing both regular check-ups and emergency room visits. Either way, I will always work to keep each customer’s Qumu solutions healthy and growing.
And that is what customer success is all about.