The four of us that were on the success team back in the day all had the same position; we all did everything. We handled frontline support, onboarding, remote and onsite training, and professional services work whenever a customer had a need.
Essentially, what we did at the beginning is that anyone that came onboard got the Customer Success Engineer title, and they learned to do everything. First, they would start in the trenches of frontline support where you answer every question that comes up, and that naturally gives you a window into the rest of what the team does and what you would be doing as you got to that position yourself. There weren’t teams solely dedicated to Professional Services, Implementation, and Frontline Support. None of that existed then as it does today.
It really has only been just in the last two years that we’ve started thinking about different pockets of the team. Since 2019, Customer Success has become more broadly two teams: Implementation on one side and Support on the other. It became clear that we couldn’t continue to manage everything we were doing the same way, so James Jordan, former VP of Customer Success (now CIO) moved Aaron Shoemaker to focus on implementation, and me to focus on support.
Throughout 2020 and 2021, we’ve continued to grow the support team and deepen it. We have Tier 1 and Tier 2 frontline support now. Tier 1 handles and screens all incoming support tickets and phone calls. However, when there is a bug that needs to be reported and sent to engineering, a priority issue that requires special attention, or a more complex issue with our apps, the ticket is escalated to Tier 2. From there, Tier 2 takes over and can devote more time to ensuring we get to the bottom of it quickly. This allows Tier 1 to remain agile and respond quickly to new tickets as they come in.
We also have expanded the training team, which will be the team that will grow the fastest in the immediate future. They’re responsible for our online certification course work, our Help Center, and in the future, they’ll be totally responsible for our new program we’re putting together for onsite training and continuing training and education.