How our Customer Success Teams Provide Unrivaled Video Accessibility Support
Updated: March 16, 2021
Our customer success teams at 3Play Media feel passionate about helping our customers find the best solutions to manage accessibility at their organizations.
With complex needs and workflows, it can sometimes seem daunting to achieve video accessibility. However, with the right team behind you, you can feel confident knowing you’re in good hands.
In the third part of our three-part blog series on our customer success teams, we cover the account management team. We previously covered the implementation and support teams in the first and second parts, which work in conjunction with the account management team to bolster customer success.
Last, but certainly not least, this blog post will cover 3Play Media’s account managers who are dedicated to ensuring that our customers feel supported and motivated every step of the way.
The Account Management Process
Once a customer gets started with 3Play Media, the account manager maintains a continuous relationship with the customer; the account manager is there as a resource from the beginning.
Account managers help customers with a range of tasks from discussing new/existing workflows, troubleshooting files, answering billing questions, or to simply direct them to the resource(s).
Unlike implementation, account management is specifically focused on current customers, and is there any time to ensure that things are running smoothly.
With account management, they’re there to follow up on any wins or issues, whereas the support team offers one-off answers. With support, the interaction ends once the customer is satisfied with the given answer.
Account managers want to ensure that the goals set forth for the customer from the very beginning of the relationship are attained with little to no friction. They’re always there to solve issues that may arise in the day-to-day.
You can think of account management as a devoted partner in all things video accessibility support.
It’s important to note that not all customers will require an account manager. For those who are large, enterprise companies with complex workflows and needs, it’s more likely that they’ll need custom support.
After the sales process and when the customer is ready to get started, the account executive, who is the sales point of contact, hands off the customer to an account manager. Prior to the customer meeting their account manager, the account executive will bring the manager up to speed on the customer’s goals, services used, workflow, and more. This gives the account manager an opportunity to understand the customer prior to the first meeting, and gives the customer assurance to know that their needs are going to be met.
The account manager will then schedule a kickoff meeting with the new customer, which includes going over the next steps and training. An implementation specialist is typically on the call as well. This allows both the account management and implementation teams to tag-team and provides customized support. They’ll brainstorm different ways to improve our customers’ needs.
The relationship between the customer and the account manager doesn’t end there. The account manager will routinely check in with the customer, either via email or phone call, for progress and to make sure that everything is running smoothly. Additionally, the account manager will inform the customer of any updates on the 3Play side. (i.e. events, new services or product features, or opportunities for certain services.)
However, customers can always feel free to reach out to their assigned account manager with any updates or needs they may have.
3Play’s Unique Approach to Video Accessibility Support
Many vendors don’t offer an account management team, let alone a support team. At 3Play Media, we pride ourselves on having three dedicated customer success teams: implementation, support, and account management.
We believe in continuing our relationship with our customers after a contract is signed. We continue to collaborate and partner with our customers, not just giving them a solution and moving on. It’s extremely important that the relationships we build with customers are constantly nurtured.
One of many great things about our account management team is that many of them have worked in other roles at 3Play prior to becoming an account manager, so they bring a diverse wealth of knowledge to the team and they’re able to better serve our customers.
As your partner in video accessibility support, we’re committed to supporting your needs. We’ve assembled three strong teams capable of helping our customers become video accessibility champions!
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