I’m Matt Cooke, Director of Customer Success here at W-Systems. That’s right, a role that is entirely focused on your success, and whose sole purpose is ensuring that your experience with W-Systems is positive, throughout the lifecycle of our relationship together.
Our standard relationship cycle flows from sales to operations, to client engagement, to development, to support. Tactically, this process works great. Each team is motivated to ensure your success, but they do so independently and not holistically. That is where Customer Success comes in. Our team will be involved in the entire process, from pre-sale to post-sale, and will be the one constant throughout the life-cycle as an W-Systems customer. This may include oversight on CRM implementations, identifying and setting expectations, business process consulting, renewals and on-going support, or even more simply, facilitating customer service and satisfaction issues.
We work very closely with the sales and professional service teams. Often we are engaged towards the latter end of the sales process, or shortly after the sale concludes. Once introduced, you will be assigned a Customer Success Manager (CSM), whose singular focus will be your success. Whatever issue, concern, or even praise, will be handled by your CSM. We can, or will be involved in the following areas:
- Pre-Sales & Post-Sales Consulting
- Project or On-Going Maintenance
- Software & Service Renewals
- Customer Service Issues
- Billing Concerns
- Customer Satisfaction
You can reach out to your Customer Success Manager (CSM) anytime, or you can reach to our team by sending us an email to, firstname.lastname@example.org. If you have not yet been assigned a CSM, please send us an email, and we'll get you connected.
We look forward to a successful relationship together!