Customer Success Page

When you begin your journey with ClearCompany, you will be given a Customer Success Manager (CSM) to help you along the way. In this article, we cover who your CSM is and Frequently Asked Questions.

In this article:
Who is your CSM?
CSM F.A.Q

Who is your CSM?

Your CSM is your:

1. Long term partner
2. Resource for strategic, best practice questions
3. Available to support you in getting the most from your investment
4. Advocate for the overall relationship with ClearCompany

Your CSM is available by phone, email, and pre-scheduled calls. Depending on where you are at in your customer journey and your business size, interactions and frequency of connections may vary.

CSM F.A.Q

What is a Customer Success Manager?

1. Your Customer Success Manager works with you to improve your talent management and engagement strategy. Think of us as the bridge between our product and accomplishing your organizational goals.
2. Example topics to discuss with your CSM:
   1. How can I reduce my time-to-hire?
   2. How can I manage candidate drop-off?
   3. Does the system have the ability to…?

How do I find out who my CSM is?

Depending on your service package, your Customer Success Manager will be introduced to you either at the beginning of implementation or at the conclusion of implementation. If you are not sure who your Customer Success Manager is, please contact [e-mail] and they will confirm.

What should I do if my CSM is out of the office?

For any urgent requests, please contact our client support team. Otherwise, your Customer Success Manager will get back to you when they return to the office. For longer-term leaves, your Customer Success Manager will communicate a leave-behind plan prior to their absence.

When should I go to Support instead of my CSM?

If you need assistance with technical issues, our Client Support team will be the best resource for you. They are highly trained to answer questions on system performance and functionality. You may reach them via Live Chat, Phone, or email ([e-mail] )

Example questions to discuss with Client Support:

1. “How do I revise an onboarding template?”
2. “Where can I find a time-to-hire report?”
3. “Can you help me with my payroll integration?”

What other Support and Learning options are available to me?

We also offer extensive self-service resources to help you with everything from answering quick questions about our product features to in-depth training on each of our modules.

1. The Help Center is your one-stop shop for online setup guides, user guides, how-to articles, and short videos to easily answer our most frequently asked questions. Type your question in the intuitive search bar to get started.
2. The Training Center houses an expansion library of online, self-paced courses that provide in-depth knowledge on the ClearCompany platform.