Customer Success

We appreciate the Cloud Coach Customer Success team. Their partnership and expertise has helped us adopt quickly and prioritize where we want to go in the future.

The Cloud Coach team is incredibily responsive but more importantly, determined to help lead us to our desired future state.

Cloud Coach and their supporting team can see my vision for where I want to take the product, which has been fantastic.

Cloud Coach Standard & Premium Success Packages

Standard Success
Included
Core Product Bug Fixes
Knowledge Base Access
Weekly Product Webinars
Customer Success Check-ins
Feature Requests
General Support Reponse Time:
8 business hours*
Annual Cloud Coach User Conference:
Available for purchase
Power User Certification:
Available for purchase
My Day User Certification:
Available for purchase
Cloud Coach User Portal Licenses:
1 included

Elevated Success
$$
Core Product Bug Fixes
Knowledge Base Access
Weekly Product Webinars
Customer Success Check-ins
Feature Requests
General Support Reponse Time:
4 business hours*
Annual Cloud Coach User Conference:
5 tickets included
Power User Certification:
2 certifications included
My Day User Certification:
2 certifications included
Cloud Coach User Portal Licenses:
3 included
Dedicated Technical Support Specialist
Custom Change Management Plan
Monthly Review of Open Tickets
Quarterly Meeting with Cloud Coach Product Team

Premier Success
$$$
Core Product Bug Fixes
Knowledge Base Access
Weekly Product Webinars
Customer Success Check-ins
Feature Requests
General Support Reponse Time:
4 business hours*
Annual Cloud Coach User Conference:
5 tickets included
Power User Certification:
2 certifications included
My Day User Certification:
2 certifications included
Cloud Coach User Portal Licenses:
3 included
Dedicated Technical Support Specialist
Custom Change Management Plan
Monthly Review of Open Tickets
Quarterly Meeting with Cloud Coach Product Team
Custom Development and Custom Code Support:
up to 10 hours /month

* Within Atlantic Standard Time Zone

Customer Success Overview

Engagement

Dedicated CSM & Account Manager

Ongoing Check-Ins
QBRs, Goal Settings, & Feature Requests
Consultation & Q/A

Specialized Technical Support

Product Issues & Bugs
Customer Portal

Release Readiness

Cloud Coach has 3 product releases annually with the following release schedule:

Early sandbox release 2 months prior to push upgrade
Production ready release for self install 1 month prior to push upgrade
Automatic push upgrade on scheduled release date

Each release is supplemented with release notes, a pre-release webinar, & support from your CSM to ensure a successful upgrade.

Self Enablement & Training

Your user base will have access to the following resources for ongoing enablement:

Cloud Coach Online Academy – Self-taught courses & certifications for usability
Cloud Coach Academy Knowledgebase – Detailed documentation of product functionality
Customer Success webinars – Weekly product tips & tricks & Q/A

Community

Our customer community is what fuels our product vision and shared best practices. See for yourself by attending our next regional user conference:

Cloud Coach Events

Once a customer, join our Cloud Coach Customer Group for shared best practices and product roadmap feedback.

Customer LinkedIn Group

Custom Change Management Plan

Included with Enhanced & Premier Success, your dedicated Technical Support Specialist will create a custom Change Management Plan for each of the major Cloud Coach releases, capturing best practices and recommendations for how to enable the new features and train users on any potential changes. Depending on your organization’s customizations, the plan may also provide clarity on areas to watch or potential issues that might arise from unique configurations.

Pricing

Enhanced Success & Premier Success is priced annually with your subscription. For more information, please contact [email protected]