Our award-winning Customer Support function is augmented by a team of Customer Success Managers (CSM’s). Each customer is assigned to a dedicated CSM who serves as an advocate and liaison for all needs related to business continuity. The CSM team is comprised of highly skilled professionals, each of which are required to hold or be on a path to achieving their ABCP certification.
The CSM team is dedicated to developing a deep understanding of each customer’s objectives and initiatives within their continuity programs. Working closely with each customer, the CSM’s help to map out program milestones and the keys to achieving those milestones. Quarterly business reviews and ad hoc touchpoints are used to assess progress and make adjustments as may be necessary. Our people and processes are repeatedly proven to help our customers ensure the success of their programs.
Comprised of more than 800 customers worldwide, the Assurance customer community represents a valuable network of success and experience. Helping each customer take full advantage of this vast network, the Customer Community Manager works in concert with the CSM’s. Connections are brokered among customers with similar objectives and challenges, and best practices are broadly shared through educational webinars and regional user group meetings.