In this ‘Spotlight On’ series, we’ll be looking at the Customer Success team; finding out who they are and what they do.
Who we are
The Customer Success team bridge the gap between people and technology for our customers. The team all have a HR/ Payroll background enabling them to provide strategic level support and recommendations based on their own experience, understanding and industry best practice.
Our Customer Success Managers have vast product and industry knowledge and unlike other providers, we are completely independent which means our expert advice is objective, honest and open. Our team will advise you on what can and cannot be done and tell you what is right for your organisation.
Meet some of our team…
Marilyn Summers – Customer Success Manager – Services
Marilyn leads the Payroll and Managed Services teams as our Customer Success Manager for Services. She develops service styles to match our customers’ conversations with us and maintains our commitment to service standards and customer success. With her background and experience in HR leadership and payroll management, she brings particular expertise in achieving business change and service improvement. Marilyn has a strong appreciation of the people agendas and embodies our Phase 3 people focus.
Louise Johnston – Customer Success Manager – Consulting
Louise is our Customer Success Manager for Consulting and works between our customers and internal consultants. She is responsible for project scoping and for matching the requirement of scope to the talented individuals she manages, and amongst our wider networks. Louise supports clients through project delivery ensuring customer success to the highest standards and is a real advocate of translating HR requirements into technology service delivery.
What we do
The Customer Success journey begins with the team working with clients to carry out full project scoping with the goal of finding the best solution to maximise their investment in people technology.
Whether you require traditional consulting or long-term managed services, the team will identify your needs and requirements, priorities and drivers and any project risks to ensure they are mitigated. With so many choices of technology available they will help you to understand the level of work involved, the different options and provide you with honest and accurate costings. We focus on solutions, which sometimes means consulting with customers “off system”, to challenge ways of thinking and to provide a solution or workaround for technology limitations.
From health checks to onboarding, implementation through to training and reporting, they support customers and ensure the work is delivered on time and to budget. To keep customers on track with their progress, the team provide regular updates, review meetings and are on hand for short notice calls to discuss any issues that arise.
With the customers best interest at heart, the team drives value at every stage, whether that is providing advice on system upgrades or highlighting industry changes, they ensure a client’s consultancy time is productive and accelerated by getting to know what they really need.
The Customer Success team operate in partnership with our Consulting and Payroll teams to provide expertise and technical support for our customers.
They work with a wide range of businesses and actively share industry trends and insights with customers to help them stay ahead in the fast-paced world of HR and Payroll Technology. You will also find the team hosting our regular User Groups where we share best practices, solve problems, and look at current implementation issues with the wider HR community.
To learn more about our Customer Success team and how we can help your business, contact us on: 0800 321 3032 or info@phase3.co.uk
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