Customer Success Services
OPSWAT Customer Success Services ensure that organizations maximize their investment in OPSWAT solutions by providing proactive expert guidance and strategic engagement. Our dedicated TAMs (Technical Account Managers) and CSMs (Customer Success Managers) help customers optimize performance, maintain security, and drive long-term business success.
Maximize Success with Expert Guidance
Personalized Guidance
Assigned OPSWAT experts provide tailored support.
Optimized Performance
Industry best practices ensure peak solution efficiency.
Accelerated ROI
Proactive engagement and strategic planning maximize value.
Which Expert Fits Your Business Needs?
Your Technical Advocate for Seamless Security Operations- Your Technical Advocate for Seamless Security Operations
- Your Technical Advocate for Seamless Security Operations
- Your Technical Advocate for Seamless Security Operations
- Your Technical Advocate for Seamless Security Operations
- Your Technical Advocate for Seamless Security Operations
Security Architecture Reviews
Optimize your security configurations with expert evaluations, ensuring alignment with industry best practices and maximum protection using OPSWAT solutions.
Incident Analysis & Response Support
Get hands-on assistance in responding to security incidents, analyzing threats, and mitigating risks with expert problem-solving and technical escalation.
OPSWAT Infrastructure Optimization
Ensure seamless integration of OPSWAT solutions within your security ecosystem to enhance protection and operational efficiency.
Quarterly Business Reviews & Health Checks
Regularly assess your OPSWAT product usage, security posture, and future needs to align with your long-term cybersecurity strategy.
Training & Enablement
Empower your team with technical training sessions and direct engagement with OPSWAT Product Management to enhance proficiency and knowledge.
Custom Feature Requests & Roadmap Alignment
Influence OPSWAT’s product evolution by providing direct feedback and aligning roadmap developments with your security requirements.
Your Strategic Partner for Long-Term Success- Your Strategic Partner for Long-Term Success
- Your Strategic Partner for Long-Term Success
- Your Strategic Partner for Long-Term Success
- Your Strategic Partner for Long-Term Success
Cadenced Reviews & Consultation
Regular check-ins to discuss your goals, gather feedback, and share best practices, ensuring you maximize the value of OPSWAT products.
License & Product Management
Proactive management of licenses and product updates to keep your solutions current and aligned with your expectations.
Incident & Escalation Management
Ensure support efforts align with your broader business and operational needs, tracking progress, removing roadblocks, and advocating for effective resolutions
Customer Engagement & Advocacy
Facilitate connections with OPSWAT’s Product teams, giving you access to key resources and insights.
Proactive Lifecycle Management
Drive annual upgrade planning and strategic reviews to keep your OPSWAT solutions evolving with your business needs.
Customer Success Services
| Customer Success Activities | CSM - Customer Success Manager | TAM - Technical Account Manager |
|---|---|---|
Engagement Planning Call CSMs & TAMs establish meeting to define plan of action for engagement | ||
Onboarding Lead the customer through the process from purchase to installation planning | CSM/Support | TAM Driven |
Customer Success Plan Build joint Success Plan based on customer objectives and requirements | ||
Support Ticket Review Review of all open support tickets | Monthly | Weekly |
Escalation Management Act as an escalation owner for new and existing tickets | ||
Quarterly Business Review Managing progress against defined Success Plan | ||
Quarterly Summary Reports Summary of activity and product utilization each quarter | ||
Annual Product Roadmap Review Provide insight into the roadmap for OPSWAT solutions | CSM Led | TAM + Product Team |
Onsite Visits Onsite meetings related to review and planning of engagements | Subject to T&E | 1 per annum |
In Country Citizen Resourced Where required and subject to cost of delivery, in country resourcing | Available | Available |
Enhancement Management CSMs & TAMs champion feature request and own customer updates on status | ||
Software Upgrade Planning Build plan for upgrades in partnership with customer technical resources | 1 per annum | 4 per annum |
Customer Technical Champion TAM owns the technical success for the account across their estate | ||
Software Upgrade Assistance Participate in customer change windows once per quarter | ||
Deployment Planning Partner with customer technical teams to create deployment strategy | Included | |
Technical Escalation Management Own incident management for Critical tickets ensuring expedited resolution | ||
Root Cause Analysis - Severity 1 Incidents Conduct a thorough investigation into the incident's root cause to uncover critical insights and implement corrective and preventative measures. | ||
Performance Health Check Detailed review and recommendation for environment performance improvements | Quarterly |
