Presentation from the 2015 Service Industry Summit
The most vital phase of Customer Success lies square in the laps of Support organizations – the “Customer Adoption Phase”. Transforming Support to drive Customer Success in our new world requires new skills and a new “Learning” paradigm. This session discusses the model of Customer Success that Rapid7 uses, the role a Support organization plays, challenges encountered, and the immersion of Adult Learning principles into the way we work with customers day-in and day-out.
About the Presenter
Senior DIrector, Learning and Support – Rapid7
Shane Smith is currently the Senior Director of Learning & Support for Rapid7, a leading provider of security data and analytic solutions that enable companies to implement an analytical approach to cyber security. Shane is currently driving Support’s “Customer Success” transformation that deeply embeds fundamentals of Adult Learning into the methods they use to support and engage with their customers. Shane has over 20 years of software and Support industry experience spanning delivery, operations, partner channel, and program management working at BEA Systems, Deltek, and currently now at Rapid7.