What Comes Next: Meet Lilith Karageuzian, FloQast’s Head of Customer Success
Mar 29, 2019 | By John Siegel
The hallmark of a successful business is its customer service.
Once a contract is signed, the expectation is that both companies will benefit from the relationship. In far too many situations, however, things change once the sales process is finalized, resulting in complacency and — ultimately — unhappy customers.
At FloQast, the Customer Success team is tasked with making sure this doesn’t happen. Headed by Co-founder and former Big Four auditor Chris Sluty, the team works closely with new FloQast customers to implement our close management software and ensure they get the most out of it.
To get a better idea of the work that goes on once a company goes from a prospect to a client, I spoke with Head of Customer Success Lilith Karageuzian about how her team works with new FloQast customers and how the relationship evolves over time.
What are your day-to-day responsibilities at FloQast?
My main goal is to ensure that we have happy clients that are utilizing FloQast in the highest capacity to achieve their goals. I focus on strategizing with our setup, account management, and support teams to develop new processes, improve existing processes, and create new strategies to serve our clients.
My day-to-day includes ensuring that our setup team is on track with the clients they are onboarding, identifying health scores for our clients, and preparing for, joining, and reviewing calls to make sure our clients are getting the best service and support from our team. I will occasionally go on-site to visit and train clients, host webinars for our users, and participate in recruiting, interviewing, and onboarding efforts for our team.
Once a sale is finalized, what does the implementation process look like?
Upon a deal closing, a client is introduced by the Account Executive to their designated Setup Team during a 45-minute Kickoff/Launch Call which marks the transition from sales to setup. The purpose of the call is to walk the client through the expected timeline/requisites of getting them set up in FloQast; the call also provides an opportunity to review the client's documents (a TB from their ERP, and any checklist(s) they may have), understand the client's current close process, and identify their goals with FloQast and how we can help them gain efficiencies.
After the launch call, the client continues to work closely with their setup team to structure a mapping document which will serve as the backbone of their FloQast engagement; the setup team leads most of the heavy lifting for this process, generating the first draft of the mapping and then providing it to the client for review. Concurrent with reviewing the mapping document, the client is also provided with technical guides specific to their setup (ERP, Cloud Storage, etc.) and a single link where all of the setup attributes are confirmed. After the mapping document and set up link are completed, the client receives access to the FloQast application.
Dependent on complexity and setup readiness, our setups range, on average, anywhere from 2-6 weeks. After training sessions, the teams are fully equipped to utilize the application and make further changes as necessary. To ensure clients always have the adequate resources, they continue communications with their Setup Lead and Account Manager on a regular basis, where they are able to resolve any questions they may have as well as learning of any new product updates.
What does the training process look like?
As a conclusion to the set-up process, the client attends two training sessions (about an hour each): One for admin members who will make changes in the application, and one for the entire team to go through general application workflow.
- An “Admin Training” session, recommended for any team members that are expected to make changes within the application (ie. Managing Team Members, Managing Checklist items, Managing Reconciliations, etc.)
- A “Team Training” session, recommended for all team members to learn the application's general workflow and how the team will use FloQast during their month-end close.
Dependent on client location, FloQast will either have on-site presentations to cover the material, or more often, a virtual screenshare meeting is held with the client. The training sessions are always interactive and displayed in the client’s FloQast instance in real time. We record the training sessions to provide them to the client after the call, and as necessary, the FloQast team is always willing to lead additional training sessions to ensure clients are well equipped for using the app.