Sitefinity Customer Success
The Customer Success Team is a team of highly trained, certified professionals supporting our customers around the world. They partner with you and provide a proactive, high-touch approach to ensure your success with Sitefinity and Progress.
A Customer Success Manager is designated to every Sitefinity customer who purchases a Premium Support Package
Designated Customer Success Manager Benefits
Your designated Customer Success Manager supports you and will partner with you to ensure you are making the most of your Sitefinity investment by:
- Coordinating all your Sitefinity support cases within Progress
- Managing your case escalations and providing regular status updates
- Understanding your specific Sitefinity environment and business needs
- Providing technical support reports and analysis as requested
- Assisting with workarounds and providing estimated resolution timeframes on reported product defects
- Gathering your feedback and coordinating with the relevant Progress channels to drive improvements
- Assisting with product enhancement requests and providing status updates
- Serving as your Liaison with Product Management, Professional Services, Development, Sales, and/or Executive Teams, as needed
- Facilitating product roadmap discussions and notifying you about product releases and how they pertain to you.
Customer Success Planning
Your Customer Success Manager’s goal is to help you achieve and exceed your business objectives with Sitefinity by:
- Understanding your business needs, goals, and objectives
- Partnering with you to prepare Success Plans
- Driving accountability and task ownership
- Meeting with you regularly at agreed intervals to monitor your Success Plan’s progress
- Hosting quarterly conference calls and presenting executive reports about your specific business needs and priorities
- Helping escalate and overcome any blockers towards success.
