Post Sales/Customer Success Outsourcing
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 organizations, the key to overcoming these challenges is to either build a combination of onshore and outsourced customer success teams or create a 100% outsourced customer success solutions team.
With a growing talent pool of highly educated, English-proficient talent in low-cost countries such as the Philippines, outsourcing is no longer considered a high-risk option but a strategic business model that provides more than cost savings.
70% cost savings + 30-60%* efficiency gains + Unmatched Customer Service =
100% Peace of Mind
*as reported by current clients.
A outsourced customer success team of your own
Emapta can guide you on how to build an outsourced customer success team. We can hire offshore customer success associates and managers with a proven track record of driving up client retention rates, improving your 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.
Aside from our recruitment expertise that guarantees top talent for your team, we also specialize 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.
What our team does
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 outsourced customer success 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
Accreditation we provide
We value your investment in your offshore talent, so we conduct 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
Outsourced customer success team structure for small businesses
Our customer success teams are often composed of entry-, mid- or senior-level professionals in the following roles:
- 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 customizing 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 entire client success team.
We specialize 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 customer success outsourcing but would like to hear about 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. You may also browse through our available individual roles.