Outsource Customer Success Teams with Emapta
It’s no secret that time, commitment, and technology are what it takes to reach your customer success team goals. It may seem like a good idea to have your customer success team close to your clients, i.e., having them onshore, but growing costs and the challenge of retaining talent might prevent you from hitting your targets.
For successful startups and organisations, the key to overcoming these challenges is to either build a mix of onshore/offshore team or create a 100% offshore customer success team. With a growing talent pool of highly educated, English-proficient talent in low-cost countries such as the Philippines, outsourcing is n longer considered a high-risk option but a strategic business model that provides more than cost savings.
Emapta can guide you on how to build a customer success team offshore. We can source customer success specialists with a proven track record of driving up client retention rates, improving Net Promoter Score (NPS), and nurturing profitable relationships with your customers. Your dedicated offshore team can also work either remotely or in one of our 14 offices with 24/7 IT support.
Learn More: Top Talent, Total Care: How We Recruit and Retain the Best Customer Success Talent To Help Your Business Grow
Aside from our recruitment expertise that guarantees top talent for your team, we also specialise in providing an engaging work culture for your offshore talent where they can take training programs, certification courses, as well as health and wellness activities at no additional cost to keep them upskilled, motivated, and productive.
Looking for a specific sales and marketing solution? Speak to our Customer Success Team Lead with broad experience in helping clients build offshore teams across different team setups and locations.
Our clients have successfully executed the following customer success responsibilities and processes as we have supported them with access to the latest technology and rigorously vetted offshore talent:
Account segmentation
Customer data collection (manual or automated)
Customer success journey mapping
Customer lifecycle management process implementation
Playbooks workflow and template creation
Customer Satisfaction (CSAT) survey design and management
Net Promoter Score (NPS) survey design and management
Maintenance and management of client reports
We value your investment in your offshore talent through conducting courses to train your existing offshore team members or source customer success specialists with the following institutional and vendor-related accreditation:
Cisco Customer Success Manager (DTCSM)
SuccessHacker Certifications
SuccessCOACHING Certifications
Tri Tuns Customer Success Mastermind
Pulse+ Customer Success Manager – Certified Professional
Our customer success teams are often composed of entry-, mid- or senior-level professionals in the following roles:
Customer Success team structure for small businesses
Customer Success Director
Customer Success Manager
Customer Engagement Manager
Account Development Manager
Onboarding Specialist
Training Specialist
Renewals Manager
Aside from helping in managing a customer success team remotely, Emapta gives you full control of customising your team structure and size, meaning you can create a simple extension of your onshore customer success team with 1-2 offshore staff or completely outsource your customer success department. We specialise in quickly building large offshore teams but we can also guide you in how to start with a smaller team and scale up to meet your changing business needs.
If you’re interested in offshoring customer success teams but would like to hear it straight from a peer who has done it, contact us and we can get you a referral from one of our existing partners.
Not ready to build a team yet? No worries! We’ve also helped firms who planned to start with hiring 1-2 staff offshore and browse our individual roles.
