Overview
The Customer Success Manager (CSM) feature in the Addigy Help Center is an exclusive service that connects eligible customers directly with a dedicated CSM. This personalized feature is designed to provide tailored assistance, ensuring that your experience with Addigy is both successful and efficient.
Main Functionality
With this feature, eligible users can communicate directly with their assigned Addigy CSM through the Help Center and make requests to be promptly handled by their assigned CSM. This streamlined communication channel is designed to provide quick responses and resolutions to your inquiries.
Goals and Benefits
Having access to a CSM is a part of what makes eligible Addigy customers feel valued and special. The goal is to provide these customers with a premium Addigy experience, offering a direct line to a knowledgeable representative who understands their history and needs.
Your CSM is your primary point of contact and advocate within Addigy, dedicated to helping you get the most out of the tool. Their primary goal is to help make sure Addigy fits your unique needs and helps keep your operations running smoothly.
Types of Requests
Eligible customers can submit the following types of requests:
- Account Review: Request a review of your Addigy environment in light of best practices.
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Account or Billing Inquiry: Address any questions or concerns regarding your account in general or billing questions.
- Legal Name Change: Starts the process to change your billing organization name.
- Training: Seek assistance with Addigy training and certification courses.
- Migration Assistance: Get help with migrating to Addigy or between Addigy environments.
- Support: Submit a support ticket for technical issues or questions.
- Child Tenant Creation: Help creating new child tenants within your Addigy environment.
- Product Feedback: Provide feedback on Addigy products to help shape future updates.
User Role Permissions
- By default, this feature is available to Account Owners and Admins, ensuring that decision-makers have immediate access to high-level support.
- Users do not see this feature by default.
- A Custom User Role can be given the View CSM Information in Help Center permission to access the feature.
Alternative Contact Methods
For those who prefer a more traditional method of communication, or if you need to reach out to your CSM outside of the Help Center, alternative contact methods are provided. Each CSM‘s email and direct phone line are listed, allowing you to contact them directly for any urgent needs or specific inquiries.
Example: “Contact your CSM directly via email at success-team@addigy.com or by phone at 305.330.6677.”
Eligibility Inquiry
If you do not see the Customer Success Manager feature in your Help Center but believe you may be eligible, or if you would like to inquire about accessing this premium service, please contact us at success-team@addigy.com.