Brian Mongkolpoonsuk
Frequently Asked Questions
“Is Customer Success the same as Customer Service?”
While Customer Service has been around for a while, Customer Success is fairly new and the two are separate departments. Customer Success is the proactive focus on the customer’s needs, rather than reacting to requests which is where Customer Service is. KETIV belives both departments are extremely vital and key to a stong partnership with customers.
“Does the Customer Success Manager (CSM) take the place of my KETIV Salesperson?”
Not at all! CSM’s are non-transactional which allows us to stay completely focused on helping you gain as much value from what you already have. Our interactions will be around onboarding solutions you’re new to and fully adopting them. However, as your CSM, I can help facilitate discussions with your salesperson should new needs arise and we will work together to ensure you get exactly what you need.
“Who do I email for technical support?”
For support customers we have an awesome KETIV Support Portal where you and your team can directly submit and track cases. Or you can email support@ketiv.com for technical assistance. And of course, you can always contact your CSM who will pass your request on to the support team for you.
Frequently Asked Questions
“What do you like most about being a part of the KETIV Team?”
The team definitely. Whenever someone has a question or is looking for help, someone is always a team player and steps in. It motivates me to do the same and it becomes a domino effect inside the culture of KETIV.
“Where were you before KETIV?”
Prior to becoming a CSM, I was an Application Engineer (also at KETIV) specializing in Fusion 360 and hosting events around southern California.
“What’s most important to you about being a CSM?”
Connecting with the customers. Understanding how they work and what is the priority for them is the most important to me. Once I understand this, I can help them with their business challenges and hopefully overcome them with the tools and services we provide.