Technical Customer Success Manager Team Processes

Studienplan41 Std. 55 Min.

• Introduction
• Introduction 0 Std. 1 Min.
• Team Processes
• Support Expert Values and Expectations 0 Std. 30 Min.
• CS Internal Understanding 1 Std. 15 Min.
• GS DocuSign Customer Life Cycle
• CS Creating a Gmail Account 0 Std. 15 Min.
• TCSM Programs: High-Touch, Tech-Touch, and Authorized Contacts 0 Std. 30 Min.
• Authorized Contacts 0 Std. 30 Min.
• Technical Account Profiles and Use Case Mapping 0 Std. 15 Min.
• Customer Intro and Talking Points 0 Std. 12 Min.
• How DS Supports Enterprise Critical Use Cases 0 Std. 25 Min.
• Critical Situation Management Process Overview 0 Std. 20 Min.
• Critical Situation Management Initiation 0 Std. 10 Min.
• Time Tracking 0 Std. 20 Min.
• POD Coverage Guidelines and Best Practices 0 Std. 20 Min.
• Software Lifecycle Management 1 Std. 30 Min.
• Building a Center of Excellence for a Digital World 0 Std. 30 Min.
• Provide Feedback, Make Suggestions, Ask Questions
• Cases
• Understanding Salesforce 0 Std. 30 Min.
• CS Case Creation Overview 1 Std. 0 Min.
• CS Case Taxonomy 0 Std. 30 Min.
• Salesforce Service Console Phone Case Creation and Management 1 Std. 0 Min.
• CS Email, DSC & Chat Case Management 2 Std. 0 Min.
• Case Management 0 Std. 30 Min.
• Writing Bugs and Enhancements 0 Std. 20 Min.
• Bug and Bug Sheet Creation 0 Std. 30 Min.
• Logical Thinking Framework for Customer Support 1 Std. 0 Min.
• GS JIRA Training 1 Std. 0 Min.
• CS Case Issues Assessment 0 Std. 10 Min.
• Skill Assessment – Case Creation and Issue Management 0 Std. 30 Min.
• Resources and Searching Activities 0 Std. 30 Min.
• Provide Feedback, Make Suggestions, Ask Questions
• Product
• DocuSign Google Integrations 1 Std. 0 Min.
• Knowing your Integration Resources 1 Std. 0 Min.
• Systems Knowledge
• CS App Tools - Basics 1 Std. 0 Min.
• Learning JIRA (Cloud Edition) 1 Std. 15 Min.
• Learning Confluence 2018 2 Std. 0 Min.
• CS API and Webhooks 3 Std. 0 Min.
• APIs for TCSMs 0 Std. 45 Min.
• Embedded Signing Workflow 0 Std. 25 Min.
• Introduction to Kusto for Global Customer Support 1 Std. 0 Min.
• Introduction to Kusto Queries 0 Std. 50 Min.
• Kusto Assessment 0 Std. 30 Min.
• Salesforce Apex Developer Guide 0 Std. 30 Min.
• Postman Overview 1 Std. 37 Min.
• Postman for Customer Support 1 Std. 0 Min.
• TCSM On-Call Procedures 0 Std. 30 Min.
• Understand DocuSign REST API 0 Std. 30 Min.
• Einstein Analytics Overview 0 Std. 2 Min.
• Introduction to Einstein 0 Std. 12 Min.
• BADmin Internal Support Tool 0 Std. 30 Min.
• Provide Feedback, Make Suggestions, Ask Questions
• Business Acumen
• Change Management 1 Std. 40 Min.
• Account Team Orchestration 1 Std. 0 Min.
• CSM & TCSM Engagement Model 0 Std. 20 Min.
• Time Management for Busy People 0 Std. 50 Min.
• Customer Service: Managing Customer Expectations 0 Std. 20 Min.
• Prepare and Practice Difficult Conversations 0 Std. 7 Min.
• Negotiation Foundations 1 Std. 0 Min.
• De-Escalating Intense Situations 1 Std. 0 Min.
• Business Analysis Foundations: Competencies 1 Std. 30 Min.
• Provide Feedback, Make Suggestions, Ask Questions