At Raftr, we define customer success as the proactive way in which we engage and enable our customers to achieve the full value of Raftr - to our mutual benefit (adapted from Gainsight). In short, we see your success as our success, and our dedicated team at Raftr will do everything possible to help you learn how to use our product successfully to meet your strategic goals. That includes everyone from your Account Executive, to your Integrations Lead (depending on your contract), to your Success Manager, who will be your primary point of contact at Raftr.
Increasingly, companies like Raftr utilize customer success teams as a part of their “customer-first” strategy. Different from customer support, which tends to be a reactive approach to solving short-term problems, customer success is a proactive approach to implementing long-term solutions. At Raftr, we assign every new client a dedicated Success Manager as an essential part of their Raftr experience to demonstrate our commitment to providing a world-class customer experience. This role varies between companies, so below are some of the roles that your Raftr Success Manager will play throughout your time at Raftr.
The Role of your Success Manager
As soon you sign an initial agreement with Raftr, your Raftr Account Executive will introduce you to your dedicated Success Manager during your Welcome or Kickoff Meeting. In addition to being your primary point of contact from this point forward, your Success Manager serves as your advocate to voice your likes, dislikes, wants, and needs back to the company.
As a new client, your Success Manager will also serve as the project manager for your Raftr implementation, from initial configuration to launching your community and beyond. Raftr’s standard implementation process takes 12 weeks, and your Success Manager will be there to guide you every step of the way, including regular check-ins and status updates.
Not only is your Success Manager responsible for high-level management of your implementation, they also play a hands-on role in building your custom community. And who better to configure your custom landing page and solution Raft package than the person responsible for helping you to achieve your goals for Raftr?
Training and Strategist
Another key role of your Success Manager is to onboard your primary Community Admin(s), including custom live training on Raftr from an administrative perspective. During your initial onboarding, your Success Manager will also strategize best practices for your specific community, including content and launch strategies. (NOTE: Learn more about how admin training fits into the overall implementation process here.)
When it comes time to renew your contract with Raftr, your Success Manager will serve as your liaison to our Admin Team and help you negotiate a renewal that meets your needs. Our team typically sends out a renewal notice 90 days prior to your contract expiration date to give your team plenty of time for review and signature. At this time, you will receive a packet that includes a recap of our product updates, highlights from your community metrics, and a quote based on your existing solution(s).
We cannot stress enough how Raftr’s support of our customers - and the relationship you have built with your Success Manager - does not end when you launch Raftr in your community. Your Success Manager will continue to meet with you regularly throughout after your initial implementation to review your community metrics and develop strategies for continued success. Depending upon your customer support package, they will schedule quarterly or monthly meetings with you, with the option to add on additional trainings or strategy sessions.
Other Support From Raftr
While your Success Manager will become your primary point of contact at Raftr once you sign an initial agreement, your Account Executive is still available to you. They may check in with you periodically throughout the year to explore whether other colleagues or departments are interested in using Raftr based on your success!
If your contract with Raftr includes one or more integrations as a part of your community configuration, you will also be connected with our Integrations Lead during your Welcome or Kickoff Meeting. This person will serve as the project manager for all integration projects in liaison with other members of Team Raftr to ensure the successful deployment of your integrations.
As you use our product, Team Raftr is available to provide you with technical support or troubleshoot issues you experience with the platform via our support request form available in-app or in our Support Center. You may also hear from various members of our Product team as they seek community administrator and member feedback through surveys, focus groups, and interviews.