Course curriculum

  • 1

    Welcome to Roambee

    • 1.0 CS Playbook - Welcome to Roambee
  • 2

    Welcome to the Customer Success Team

    • 2.0 CS Playbook - Welcome to the Customer Success Team
  • 3

    Customer Success Objectives

    • 3.0 CS Playbook - Customer Success Objectives
  • 4

    Customer Success Roles

    • 4.0 CS Playbook - Customer Success Roles

    • Assessment 1
  • 5

    Customer Success Processes & Check-lists

    • 5.0 CS Playbook - Customer Success Processes

    • 5.1 CS Playbook - 1_Sales_Pre-Sales_POV

    • 5.1 Sales> Pre-Sales> POV - Process flowchart

    • 5.2 CS Playbook - 1_Sales_Contract_Deployment

    • 5.2 Sales > Contract deployment - Process flowchart

    • 5.3 CS Playbook - 1_Contract_Deployment_Handover_to_CSM_Ops_BeeCentral

    • 5.3 Contract deployment > Handover to CSM>Ops >BeeCentral - Process flowchart

    • 5.4 CS Playbook - 5.4 - Daily, weekly & Monthly CSM Activities

    • 5.4 Sales>Pre-Sales > POV - Process - Daily CSM Activities

    • Assessment 2
  • 6

    Internal Reporting

    • 6.0 CS Playbook - Internal Project Reporting
  • 7

    Internal Meetings (weekly, Bi-weekly, Monthly and Quarterly)

    • 7.0 CS Playbook - Internal Meetings
  • 8

    Customer Segmentation & CS Responsibilities

    • 8.0 CS Playbook - Customer Segmentation
  • 9

    Customer Success - KPIs by function

    • 10.0 CS Playbook - Customer Success KPIs
  • 10

    Customer Success Materials

    • 11.0 CS Playbook - Customer Success Materials

    • 11.1 CS Playbook - CS Materials - Shipment Monitoring

    • 11.2 CS Playbook - CS Materials - Asset Monitoring
  • 11

    Customer Analytics

    • 12.0 CS Playbook - Customer Analytics
  • 12

    Internal Escalation Matrix

    • 13.0 CS Playbook - Escalation Matrix

    • Final Assessment

Instructor(s)

Vice President - Customer Success, Roambee

Ivan Diaz

As the Senior Director of Customer Success, Ivan Diaz is responsible for managing the customer success function of Roambee in the United States, Europe, and Latin America. He has a broad range of technology and management skills with more than 12 years of professional consulting services with global companies.