Intelex Customer Success: Breaking New Ground and Finding Better Business Value

a female call centre worker takes a call.

Customer Success (CS) is a vital part of the relationship Intelex has with its customers. The goal of CS is to provide customers with the knowledge they need to be successful during initial implementation and beyond.

Customer Success manages the business relationship with the customer, prevents churn, and identifies opportunities for growth during the contract lifecycle. Therefore, CS is the most direct interaction we have with our customers, which makes the CS team a crucial contributor to providing real business and customer value.

Yet, with Customer Success being a relatively new job title that has only been around for a few years, the concept of “best practices” is still developing. This can make it difficult to make sure all the members of the CS team are on the same page in terms of their understanding of the role. With 16 team members in Toronto and the United States, four in the UK, and one in Australia, Intelex has a large team that has to maintain consistency in the way it approaches customer relationships.

Create Long-Term Value

Just before the holidays in December 2019, we decided we needed to engage in some continuous learning and certify everyone on the CS team to the role of Certified Customer Success Manager (CCSM) to make sure we can bring long-term value to both our customers and to Intelex.

The training program consists of 60-70 hours of online training divided into three levels. The CS team is divided into working groups in which they watch the training content on their own and then have discussion groups for answering questions, submitting assignments, and performing assessments.

So far, we have completed the first training level on topics like effective business reviews, relationship management, thinking like a customer, managing escalations, metrics, and how to impact retention and revenue.

Early Adopters of New Training

Since the CS team was an early adopter of this innovative new training program, we’re on track to complete it by early July. In the next two levels, we’ll be working on maximizing engagements, identifying risk, managing customer health, creating and managing customer advocacy, and designing flexible engagement models.

In our group work, we’ve made a few adjustments to some of the content. Much of the material is generic for companies that work in software-as-a-service (SaaS). We’ve customized some of it to accommodate the unique elements of what we offer at Intelex.

Learning with the entire team and giving everyone a community of practice for customer success has been a great experience. Everyone has loved working closely with their team, expanding their skills, and learning how best to make our relationships with our customers even stronger. We’re also grateful for the Intelex Career Development Allowance that allowed us to pursue this innovative training program.

Every new team member who joins the CS team will take the training as part of their onboarding. This means we can look forward to continuing to build a solid team of CS professionals that provides superior business value for Intelex and for our customers.

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About Jonna Pedersen

Jonna Pedersen – Killeen is Manager, Customer Success, at Intelex Technologies. She is a tenured relationship manager and is inspired by companies that strive to keep people safe and happy and connected. She implemented a technical training course for the CSM team and was involved in the implementation of a new Customer Onboarding Program. The tech industry is always evolving, and Jonna embraces change. Although she has worked for companies in industries such as car rentals, uniform rentals, safety products to online recruitment strategies), technology has captured her interest. Being a part of a movement of change towards safer workplaces and leveraging technology to establish better Quality and Environmental processes challenges her to think outside of the box every single day.

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