Customer Success

Quote 35

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 5 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:

Community

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

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

Schedule a tailored demo with one of our project specialists.

  • Fill out the form below
  • Our team will reach out within 24 hours to discuss your unique requirements
  • We’ll schedule a 1:1 demo with one of our product specialists  
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Schedule a tailored demo with one of our project specialists.

  • Fill out the form below
  • Our team will reach out within 24 hours to discuss your unique requirements
  • We’ll schedule a 1:1 demo with one of our product specialists  
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