We’ve covered a lot of ground in the past 3 posts. From our company history to helping clients understand what they need and how we make business decisions about IT, all while migrating them over towards CompleteCloud’s platform; it was quite an extensive research project! In this final post on account managers - one of those vital positions responsible for supporting customers once they become an official Avatara client–we will discuss some important aspects that every SMB should know before hiring someone new or adding more talent internally.
What do Account Managers Do?
Avatara’s Account Managers are the backbone of our company. They spend every day on-site with clients, assisting them in their digital transformation journey by guiding and advising as well working closely together to create an environment that is tailored for success
The first time you meet one will be at your Kickoff call where they introduce themselves alongside a local technology partner who has been brought in to help advise each client throughout this process from start until finish.
When a client is new to the CompleteCloud solution, their Account Manager will be an educator. They’ll help them through every step of our migration process and introduce themselves in initial Kickoff calls so that we can all work together as one team!
Defining Roles and Where to get Help on Any Give Project
They will walk through the four areas of support that they work with on a daily or as needed basis and how these operate together. First, let’s discuss your problem-solving skills: do you want to be more confident in resolving issues? If so then this is where it starts!
Support:
- Provide each method for how you can contact support and why we prefer you call our Support Team
- What scenarios and cases our Support team deals with to ensure they receive quick and thorough support for any need.
Orders:
- Changes for one user or individuals orders
- Examples: New hire or fire, new shares, new or replacing printers, hardware orders, etc
- How to submit an order
Projects:
- Larger scale projects and updates
- Software installs on 80 users, bought another company, moving offices, etc
- How how to submit one
Escalations:
- Any problem Tier 1 support can’t handle in 15 minutes gets escalated to Tier 2
- Direct issues handed from an Account Manager
The First Meeting
The client’s first meeting with their account manager will cover all of these details and set up a recurring appointment weekly, monthly or quarterly. The proceeding meetings follow similar patterns each time so that there is always someone available for you when needed!
-Portal review
- How many times employees called in to support
- How long it took to get a tech on the phone
- How many projects were complete since the last meeting
- How has system performance looked since the last meeting
-Proactive approach of fixing known issues
- Example: 15 users looked to have slower vm performance. We’ve already seen it, found they were all watching “The Office” on Netflix and added this to the list of websites you want employees blocked from using at work.
-Review of punch list from last meeting and the status of them
-Hearing customers on current punch list items and getting projects and orders started for each of those items.
The Account Manager is more than a support contractor: they become your partner in managing and maintaining an environment that works for you. They’ll advise on the best way to accomplish any goals, whether it’s through file sharing or cyber security training; recommend upgrades like new user devices - everything from laptops all of their way up–and work closely with everyone onsite (even those who don’t report directly to them) so we can keep things running smoothly together.
A New IT Experience
Your business is growing, so you need an IT team to keep up. CompleteCloud has the best 24/7 support in America with our dedicated account managers who are always available for Whatever It Takes!