A lot of theatre and concert venues use a tool like Excel for their planning. But there is also Yesplan! Our Customer Success Managers teach new users how to manage their venue more easily using our software. Let’s have a look at this process and what else is part of the job for Customer Success Managers Wim and Violet.
We thought we'd give you a better understanding of the life of an Customer Success Manager at Yesplan. We will show you the standard process an organisation goes through when beginning to use Yesplan. This way, you can get a good understanding of how we work with venues to help them get the most from Yesplan.
Violet: “Then we show the users how to navigate in the software: what steps do you need to take to get the result you want. This part is quite standard. Moreover, Yesplan is very intuitive. For some meetings we meet up at the organisation itself, but other times we do it online.” Wim noticed these in-house trainings result in odd situations sometimes: “One time I asked for a coffee and they accidentally put salt in it instead of sugar. In the middle of my story I unsuspectingly took a sip. At the moment, I didn’t say anything, but later we all had a laugh about it.”
“During the implementation process we show users how to navigate in Yesplan. We show them the possibilities and how they achieve the result they are aiming for.”
– Wim Casier
After the implementation the entire Yesplan team becomes responsible for an organisation. But that does not mean the Customer success Managers’ process with a customer ends. “Support is the first point of contact. But if a user in my personal portfolio has a problem, I'm always available to be at their service. Same for Violet”, Wim tells. But they both do not wait until a user contacts them. They also work proactively. “We monitor the installation’s activity and because of our experience with the software we recognize issues quickly. If we think an organisation is facing some issue, we contact them ourselves”, Violet says.