Fostering Customer Success for All Our Clients

By Tiffany Egenes • January 19, 2022

At Cybersheath, we’re always working to make sure our customers get the services they need from us to ensure that they meet their cybersecurity, compliance, and IT goals. That’s how I help. Last year, I joined the CyberSheath team, in the newly created role of Customer Success Vice President. I own all customer success activities from onboarding to adoption to retention. My goal, through advocacy and by collaborating across multiple business functions, is to build a customer-centric culture and long-term, high-value relationships with every customer.

 

Customer Success Defined

To me, customer success is achieved when our clients feel they are getting equal to or more value out of our services than what they pay and they enjoy working with our team. Ultimately that means that organizations continue to work with us and refer colleagues to us.

Our goal is to help each of our customers implement services that protect their business, including their intellectual property, and position them to be a NIST- or CMMC-compliant government contractor. An added benefit is that our services also help clients realize operational efficiencies.

Starting out, my role here was to identify the customer journey–from the sales process and goal-setting, through definition of work, output, product roles, and responsibilities. The whole framework of customer success has been put in place to help our clients achieve their objectives–and accelerate the time to realize these milestones.
 

How Our New Process Helps Customers

While CyberSheath has always been skilled in delivering expert services to help secure a company’s IT infrastructure, intellectual property, and core business, we have expanded our capabilities. With the customer success function in place, we have a process for helping bridge the technical resources and effectively access the expertise of our entire team.

We are now better aligned to help you immediately experience the value of our services with a more effective onboarding methodology and streamlined managed compliance services cadence. This all results in protection of your organization and remediation of items on your Plan of Action and Milestones (POAM).

 

The Results Speak for Themselves

Since we’ve crafted this customer-centric approach to solution delivery, our onboarding timeframe has been reduced by 66%. Our organization is focused on walking through the journey with each customer, making sure things get done on their behalf, and providing guidance on a range of technology and compliance issues.

 

A View to the Future

Our organization is growing, and we’re making a lot of investments in this function as it’s a key differentiator in our industry. And we’ve only scratched the surface.

We have made many improvements with putting core processes in place. Now I’m focusing on measuring the effectiveness of these measures, because what doesn’t get measured, doesn’t get improved. The next big wave will be about efficiency, scale, and automation. How do we do things better, automate actions, move towards next generation service delivery, and optimize what we’re doing as we add new services and new clients?

Our customer success approach is a big part of us scaling up to meeting increasing client needs and serving more customers. With the help of our recent investment infusion, we’re ensuring that we grow with our clients and continue to help them succeed today, tomorrow, and into the future.

 

Today, CyberSheath is a full-service organization. We tirelessly work with each of our clients, assisting them on a wide range of cybersecurity, compliance, and IT related activities. Our relationships extend well beyond licensing of solutions–not only are we going to help you achieve your goals, we’ll also be at your side as you cross the finish line.

Contact us to see how we can help you.

 

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