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zlien's User Success Team: Who are we and how can we help you

Posted by Gretchen Lynn

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4/21/15 11:47 AM


Does the name "User Success" Team not ring any bells?  If your answer is "yes," then you're not alone.  Not only is this a new area for our zlien Team, it is also a relatively new concept stemming from Saas (Software as a Service) companies.  Essentially, User Success (US) is here to ensure our customers are not only having the best experience with zlien's Dashboard, but they are also getting the most value out of our platform → thus making successful users!  Think of us as Customer Service + Account Managers + Bringing back the Saas and so much more.

Learn more about our US Team and how we can help you make the most of your zlien user experience

Why are we here?

zlien is a cloud-based platform that gives businesses in the construction industry control over their financial risk and payment process.  We have more than 10,000 users, and it is important to us to ensure each one is happy and correctly using our platform.  We've all read "success stories" and case studies, but how do customers or users get to that level of success?  In most cases, this is not osmosis, and something is leading these stories.  Here enters our US Team!  We are the force driving this outcome and helping our users be more accomplished. 

We commonly hear "What you don't know won't hurt you," alluding to ignorance is bliss.  As the leader of our US Team, I frequently tell folks the opposite: "What you don't know will hurt you."  Just because a user appears happy, that does not equate success and proper use of our software.  Through OnBoarding, training, continued education in the form of webinars and Community posts, one-on-one support, reporting and more, we aim to keep our customers healthy.  That's right - healthy.  To help us track how our users are performing, we use several metrics to determine overall health.  From there, we decide how we can help improve your health and your experience with us.  
The most important tools used by our US Team are feedback and suggstions from you - our users.  We are your "ear on the ground" to see what zlien as a whole needs to improve to meet your needs and expectations.  

How can we help you?

Most of you met our US Team at the inception of your relationship with zlien and continue to communicate with us throughout your journey.  If you're reading this post, then you're engaging with our Community - created for our users.  

This graphic explores many of the ways we help our users and encourage you to engage with our US Team. 


Stay engaged with us

Most of our Enterprise users are set on call schedules throughout the duration of your OnBoarding & Implementation and once you Go Live.  That being said, everyone is welcome to stay in tune with us, and here are some recommendations: 


*Since our US Team is comprised of experts on zlien's Methodology, software and best practices rather than attorneys, it is important for our users to understand that we cannot and do not provide legal advice.  We are happy to help you search our platform and many resources for useful tools, but we do not act as attorneys or legal consultants.  

Topics: zlien Team