Jeff Perez
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 KETIV Team has an extensive knowledge base with a tremendous amount of industry experience. Although each department has their own manager or lead, the goal is the same and shared across all of KETIV, to provide an great customer experience benefiting the many resources available at KETIV.
“Where were you before KETIV?”
Prior to KETIV, I worked in the Oil/Gas industry in Mechanical Design for 13 years. I left this industry and moved into AEC/MEP Design for a plumbing consultant for 3 year. I then joined KETIV as an Application Engineeri directly supporting the KETIV Lifeline Team.
“What’s most important to you about being a CSM?”
Understanding a customer’s business processes, and objectives. To help provide guidance in adoption of products or streamline services purchased through KETIV.