- Introduction
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Introduction 0 Std. 1 Min.
- Team Processes
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TCSM Programs: High-Touch, Tech-Touch, and Authorized Contacts 0 Std. 30 Min.
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Authorized Contacts 0 Std. 30 Min.
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Technical Account Profiles and Use Case Mapping 0 Std. 15 Min.
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Customer Intro and Talking Points 0 Std. 12 Min.
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How DS Supports Enterprise Critical Use Cases 0 Std. 25 Min.
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Critical Situation Management Process Overview 0 Std. 20 Min.
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Critical Situation Management Initiation 0 Std. 10 Min.
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Time Tracking 0 Std. 20 Min.
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POD Coverage Guidelines and Best Practices 0 Std. 20 Min.
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Software Lifecycle Management 1 Std. 30 Min.
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Building a Center of Excellence for a Digital World 0 Std. 30 Min.
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Provide Feedback, Make Suggestions, Ask Questions
- Cases
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Case Management 0 Std. 30 Min.
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Writing Bugs and Enhancements 0 Std. 20 Min.
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Bug and Bug Sheet Creation 0 Std. 30 Min.
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Provide Feedback, Make Suggestions, Ask Questions
- Systems Knowledge
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Learning JIRA (Cloud Edition) 1 Std. 15 Min.
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Learning Confluence 2018 2 Std. 0 Min.
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APIs for TCSMs 0 Std. 45 Min.
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Embedded Signing Workflow 0 Std. 20 Min.
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Introduction to Kusto Queries 0 Std. 50 Min.
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Salesforce Apex Developer Guide 0 Std. 30 Min.
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Postman Overview 1 Std. 37 Min.
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TCSM On-Call Procedures 0 Std. 30 Min.
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Understand DocuSign REST API 0 Std. 30 Min.
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Einstein Analytics Overview 0 Std. 2 Min.
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Introduction to Einstein 0 Std. 12 Min.
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Provide Feedback, Make Suggestions, Ask Questions
- Business Acumen
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Change Management 1 Std. 40 Min.
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Account Team Orchestration 1 Std. 0 Min.
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CSM & TCSM Engagement Model 0 Std. 20 Min.
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Time Management for Busy People 0 Std. 50 Min.
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Customer Service: Managing Customer Expectations 0 Std. 20 Min.
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Prepare and Practice Difficult Conversations 0 Std. 7 Min.
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Negotiation Foundations 1 Std. 0 Min.
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De-Escalating Intense Situations 1 Std. 0 Min.
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Business Analysis Foundations: Competencies 1 Std. 30 Min.
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Provide Feedback, Make Suggestions, Ask Questions
Technical Customer Success Manager | eSignature Team Processes
In this course, you will learn about the Technical Customer Success Manager team processes necessary to support eSignature customers.
DESCRIPTION:
This course contains the specific processes and procedures used by the Technical Customer Success Management team. These processes include:
Team Processes
- TCSM Programs: High Touch vs. Tech Touch
- Authorized Contacts
- Technical Account Profiles
- Customer Intro and Talking Points
- How DocuSign Supports Enterprise Critical Use Cases
- Critical Situation Management
- Time Tracking
- POD Coverage Guidelines and Best Practices
- Software Lifecycle Management
- Building a Center of Excellence for a Digital World
Cases
- Case Management
- Writing Bugs and Enhancements
- Bugs and Bug Sheet Creation
Systems Knowledge
- Learning JIRA (Cloud Edition)
- Learning Confluence
- APIs for TCSMs
- Introduction to Kusto Queries
- Salesforce Apex Developer Guide
- Postman Overview
- TCSM On-Call Procedures
- Understanding the DocuSign REST API
- Einstein Overview
Business Acumen
- Change Management
- Account Team Orchestration
- CSM & TCSM Engagement Model
- Time Management for Busy People
- Customer Service: Managing Customer Expectations
- Prepare and Practice Difficult Conversations
- Negotiation Foundations
- De-Escalating Intense Situations
- Business Analysis Foundations: Competencies