Web: https://devicemagic.com Industry: Mobile Software
Device Magic’s CS department is a small but mighty team of 5 CSMs. That said, at Device Magic Customer Success is NOT just about one team. It’s a company-wide mentality.
This month’s team feature profiles Device Magic, a mobile forms software used by thousands of organizations around the world. By providing mobile forms for data collection and delivery, Device Magic empowers customers to eliminate paperwork, improve data quality and increase efficiency. The platform provides a seamless way to collect data from the field and easily share it where needed.
We met with Dave More, VP of Customer Success to get the scoop on this high performing CS team. Read on to meet Device Magic’s team and learn how they leverage ChurnZero.
Q: Tell us about the Customer Success team and its primary focus?
A: Device Magic’s CS team is made up of 5 Customer Success Managers. The team is led by myself and Jon Coley, SVP of Sales and Success.
The primary focus of the team is to ensure the business challenges our clients face are solved using our tool. This starts by first understanding our client’s challenges and how to best measure success (Sales to CSM Handover Process). After laying this foundation, we’re well positioned to move into the onboarding, adoption, expansion and renewal motions that all good CS teams have in place.
Q: How do you encourage customer centricity at all levels of your organization?
A: Each week during our company all-hands meeting, we identify a Customer Success Manager to share a "Cool Customer Story" with the entire organization. These story-telling sessions allow us to share real-world examples of how customers are using Device Magic to drive value into their organizations.
Many of our internal teams never get an opportunity to speak with our customers. These stories are a great way to bridge that gap and give other teams valuable insights into the field.
Q: What moments make you most proud of your team?
A: I'm always proud of the CS team! I don't think people realize how many hats a CSM is asked to wear. They really are the hub of a wheel for a SaaS organization; working closely with customers, Product, Support, Service and Sales teams, etc.
My proudest moments come when a CSM announces they have successfully onboarded a customer and that the customer is seeing a quantifiable ROI on their investment with us.
Q: What types of hires have you found most beneficial? Have you noticed any positive correlations with past roles, industries, or backgrounds?
A: I start each interview the same way: "I'm looking for someone fearless...someone who cares deeply about the success of our customers...someone who will grab the bull by the horns, take risks, fail fast, learn and earn that coveted "Trusted Advisor" title.”
I've yet to find a silver bullet with past roles and backgrounds. However, if you find a candidate who understands SaaS, is a great storyteller and is (or is capable of becoming) a product expert, then you've probably got a great hire.
Q: How have you used ChurnZero to surprise and delight your customers?
A: ChurnZero has allowed the CSM team to scale and cover 100% of our customer base! We've deployed a fully automated, digital CS Program with ChurnZero that allows us to deliver the right message, at the right time, to the right person based on the customer journeys we've developed.
Looking ahead, I'm most excited to deploy ChurnZero’s external sharing capabilities for our Customer Journeys. This will allow customers to monitor their own progress as they onboard and interact with the tasks and achievements found within each milestone. It will be a huge leap forward in our ability to provide a transparent and first-class customer experience.
Q: What is your team’s top ChurnZero Tip or Trick?
A: A fun tip we've deployed is to have alerts from ChurnZero automatically sent to our internal Slack Channel. Today, this is happening when a customer responds to an NPS survey, or when a customer completes their onboarding journey. It is a great way to keep everyone in the company informed about the successes we're having within our CS program.
Would your team like to be profiled in our next CS Team Feature? Email aweihmann@churnzero to learn more.